Customer Success Manager
7 hours 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, ensuring OKRs around engagement, interactions, and usage targets are met.
Key Responsibilities:- Build and maintain strong, long-lasting customer relationships, becoming the trusted advisor.
- 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 (in person or online).
- 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.
- Participate in continuous improvement of the Customer Success Management Team.
- 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.
- Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.
- Extra paid Wellbeing and Volunteering leave - to care for yourself and others.
- Flexible working hours and arrangements - to accommodate for different working preferences and personal situations.
- 100 days working from anywhere - work remotely from a different location for up to 100 calendar days per year.
- Learning and Development budgets - professional opportunities made available to all our teams, so you can continue growing to be the best you.
- Wellbeing Policy - with access to EAP and wellbeing apps, we put your mental health and wellbeing at the forefront of what we do.
- Generous parental leave policy - we offer an additional 12 week's full pay.
- Regular social events and conferences - We celebrate the hard work of our team with regular catered social events and conferences across all offices.
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