Customer Success Manager, Enterprise SaaS, CRM, ERP

Posted 26 June by Carrington Recruitment Solutions Ltd Easy Apply

Customer Success Manager, SaaS, Enterprise SaaS, CRM, ERP, London

Customer Success Manager required to work for a fast growing business based in Central London. The goal of the Customer Success Manager is to ensure customer success post-implementation and play a key role in customer renewal.

The Customer Success Manager will be responsible for:

  • Managing, retaining and growing existing customer base
  • Developing strong customer relationships, offering support and identifying new revenue opportunities
  • Being responsible for oversight of all work on behalf of the customer and be a key liaison between the customer, services and support, partners and sales teams.

Responsibilities:

  • Drive customer success initiatives to improve how the business responds to our customer needs
  • Own and manage own portfolio of customer relationships with an emphasis on growing revenue, education, and satisfaction
  • Develop a complete, continuous and comprehensive understanding of the customer business (key decision makers, competitive activities)
  • Act as an escalation point for issues that impact the customer’s success and drive risk mitigation by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Collaborate with vertical industry leads to identify and drive revenue growth from specific customer/vertical within customer
  • Collaborate with cross functional peers to strengthen and grow customer relationships

Experience required:

  • Demonstrable experience in a Customer Success role in SaaS/Enterprise
  • Expertise and experience dealing with large, complicated, enterprise accounts at the most senior IT and business levels
  • Experience with account portfolio planning and prioritisation
  • Deep CRM or IT experience and knowledge of salesforce.com competitive landscape and technical ecosystem
  • C-level communication and interpersonal skills, capable of advising executives on how to implement and drive usage of our solutions
  • Ability to lead and facilitate executive meetings and workshops
  • Ability to prioritise, multi-task, and perform effectively under pressure
  • Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
  • Strong understanding of software development process and of software design methodologies

This is a great opportunity and salary is dependent upon experience. Apply now for more details.

Required skills

  • CRM
  • ERP
  • Customer Success
  • Salesforce
  • Enterprise SaaS

Reference: 34390701

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