Customer Success Manager
2 months ago
ClickView is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success team, you will be responsible for delivering a rewarding customer experience and ensuring that our customers achieve their goals and outcomes.
Key Responsibilities:
- Build and maintain strong, long-lasting customer relationships
- Work closely with the Customer Success Team Lead to craft a strategic/success plan for your portfolio of customers
- Develop and maintain in-depth knowledge of your customers and their goals and requirements for using ClickView
- Prepare reports on account status and deliver annual reviews with customers
- Ensure that CSM records are kept up to date
- Train and educate customers on the ClickView platform via digital training as well as organised group webinars and user groups
- Review usage data and engagement on a regular basis across your portfolio
- Identify end-user challenges or requests and proactively connect the customer with Product Support where required
- Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
- Gathering marketplace feedback and trends to assist product development
- Collaboration with the Customer Success Management Team on projects to ensure continued Customer Success and a valuable Customer Experience
Requirements:
- 3+ years' experience in Account management and/or Customer Success
- Experience within SaaS or EdTech sectors will be highly regarded
- Strong background in account planning on a national scale
- Superior Customer engagement capability
- Excellent listening, negotiation and presentation abilities
- Outstanding written and verbal communication skills
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- A self-starter who sees strategic plans through to fruition
- Ability to learn new digital tools quickly
- Experience with Salesforce will be highly regarded
What We Offer:
- Extra paid Wellbeing and Volunteering leave
- Flexible working hours and arrangements
- 100 days working from anywhere
- Learning and Development budgets
- Wellbeing Policy
- Generous parental leave policy
- Regular social events and conferences
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