Senior Customer Success Manager Full Time

Hackney, London
J & C Associates Ltd

We are Global IT Recruitment specialist that provides support to the clients across UK, and Europe. We have an excellent job opportunity for you.

Job Title: Senior Customer Success Manager
Location: Shoreditch (Hybrid)
Duration: 8 months contract
Budget: £54k-£64k per annum + paid holidays + pension or £300-£330 per day Inside IR35

What You’ll Do:

• Accountable for Customer’s overall success with client, including adoption of client’s solutions, value realisation, customer health, and satisfaction
• Act as a trusted Customer point of contact throughout the Customer’s life cycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Effectively network within accounts in order to achieve successful execution of the customer’s strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Client’s Experience Cloud products – using data to provide insights and progress from baseline through the maturity curve
• Foster innovation by sharing resources and new ways your customers can use client’s solutions to advance their digital maturity
• Identify Customer risk, and work with extended client’s team to create and execute on get well plans
• Be the voice of the customer internally at client – sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success

What You Need To Succeed:

• Min. 5-10 years of Customer Success experience in Software as a Service, Digital Marketing or similar role
• Passion for driving customer success and measurable outcomes
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients
• Ability to prioritize, multi-task, and perform effectively under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Tried effectiveness at leading and facilitating executive meetings and workshops
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions and presentations