Senior Product Customer Success Manager

Job Description:

• Manage multiple accounts/workstreams in a small portfolio
• Deliver complex technical integrations and projects
• Understand clients’ contracts and interpret these to create win-win outcomes and avoid issues
• Maintain a strategic success plan for each client, building on their business drivers
• Develop operational client stakeholder relationships, becoming a partner and trusted advisor
• Help customers understand and adopt relevant CE features and functionality
• Construct and validate business cases
• Deliver quarterly business reviews internally and to clients
• Monitor and effectively communicate metrics, performance and value
• Coach and train CSMs
• Provide quality assurance of CSM deliverables
• Assist CSMs with client escalations, acting as the first escalation point
• Partner with sales, professional services, and technology teams
• Identify and communicate growth opportunities
• Provide technical, customer experience, security and project delivery guidance
• Support the Manager, Customer Success through coaching, training, and day-to-day direction of CSMs

Requirements:

• Undergraduate degree
• Proven experience in client account/relationship management, or customer success
• Proven experience in technical and customer-facing project delivery, including API integrations
• Management of programs or multi-threaded projects
• Experience in account renewals/upsells/cross-sells
• Significant experience in business analysis and creating business requirements
• Strong commercial awareness
• Creation of business cases for initiatives and projects and ‘selling’ those to stakeholders
• Significant experience in data analysis using Excel or other tools
• Great verbal and written communication skills
• Experience of working in/with large corporates, navigating/managing processes
• Able to articulate technical information clearly and simply
• Able to easily context switch and multitask
• Able to operate under time and stakeholder pressure
• Postgraduate degree in a technical or business subject (NICE to have)
• Project mgt qualification (NICE to have)
• Experience in data analysis using advanced tools (NICE to have)
• Fluency in another language (NICE to have)