Customer Success Manager

Job Category:
IT Sales / Digital Marketing
Job Type:
Permanent
Level of IT Experience:
5-10 Years
Area:
Central Dublin
Location:
Dublin
Salary Description:
Competitive salary offered
Posted:
13/02/2020
Recruiter:
Anonymous
Job Ref:
844483389

Incredible opportunity for a talented Customer Success Manager in this key role within a dynamic and exciting young company.

Our Client is a cutting edge technology company that has established itself as the preferred supplier in their field to industry leading enterprise software companies. They provide their clients with comprehensive telemetry & business intelligence solutions that allow them to protect their intellectual property and convert any licensing breaches into paying customers. They are now seeking to recruit a Customer Success Manager for their Dublin office. This position is key to ensuring that the company consistently exceeds customers' expectations.

The position requires a minimum of 3 years' experience in a similar customer facing role. You must possess a combination of customer success skills, business acumen and sales experience, as you will engage with multiple different stakeholders within our customers' organizations.

Core Role Responsibilities:

Pre-Sales Support:

* Collaborate with the Sales team to provide support for pre-sales engagements and customer benchmark/pilot projects.

* Document and present the benchmark results.

New Customer Onboarding:

* Manage transition of new customer relationships from Sales and assume responsibility for the ongoing management of the customer.

* Develop a repeatable methodology for onboarding new clients (checklists, processes, etc.).

* Nurture new customers through each step of the onboarding process - answering questions, educating new users.

* Establishing a trusted advisor relationship with our customers.

* Work with the business and technical teams to ensure that all the customers' requirements are delivered.

Customer Adoption:

* Champion product adoption by customers.

* Develop Success Plans for new customers that outline critical success factors, metrics for success, potential issues, and provide recommendations.

* Ensure that customers understand product's capabilities, how to use our technologies effectively and maximize the return on their investment.

Ongoing Customer Satisfaction:

* Ensure our customers' ongoing satisfaction with our products.

* Work with customers to set goals and schedule periodic calls to review achievements against goals.

* Keep existing customers informed of new product enhancements.

* Monitor new customer adoption of products.

* Create upsell opportunities within accounts, for example by converting customers from Professional to Enterprise tier accounts.

* Report to management on customer adoption of product, highlighting accounts with issues, and proposing solutions.

Required Skills and Experience:

* A minimum of three years in a similar customer success role within a software company.

* A passion for delivering customer success.

* A desire to learn new skills and educate our customers.

* Experience working closely with Sales.

* Very strong verbal and written communication skills.

* Excellent presentation skills. Comfortable interacting with a broad range of customers, partners, and colleagues.

* Ability to understand our technology and communicate its value to customers.

Educational Requirements:

* Business or Technical Bachelor's degree preferred.

Other Candidate Requirements:

* Professional commitment to high quality, and a passion for learning new skills.

* Detail-oriented individual with the ability to rapidly learn about new concepts and technologies.

* Excellent English written and verbal communication skills.

* Must be a strong team player and must also have the ability to self-manage their day-to-day workload.

* Some travel to customer sites will be required.

Very competitive basic salary and benefits package on offer for the right person.

APPLICANTS SHOULD HAVE FULL EU WORKING STATUS AND 100% FLUENCY IN ENGLISH

Contact Details:
Anonymous
Contact: Contact

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