Customer Commercial Manager

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Customer Commercial Manager

Department: Customer Success

Employment Type: Permanent - Full Time

Location: UK - London

Reporting To: Eric Cullerier

Description

Your new company

A tech scale up with Big Plans...

When you join Exclaimer you will join a global award winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.

Not Heard of us ?

We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 50,000 customers in 150+ countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 275 employees worldwide.

Key Goals of a Customer Success Team

To improve customer experiences, create mutually beneficial business relationships and to engage with customers to understand their desired outcomes and ensure they find value in the Exclaimer product. To increase Net Revenue Retention: reduce D&C and maximize Upsell.

Key Responsibilities

Reporting to the VP of Customer Success and working alongside the Account Directors & CSMs (Customer Success Manager), your main responsibility will be to own the Commercials of our Customer Base.

The Commercials include:

• Renewal negotiations of Mid-Market/Enterprise Customers
• Forecast for Renewals, Expected D&C per segments

Other responsibilities include:

• Work closely with the Account Directors to define white space on Enterprise
• Integrate with the data team to understand levers of growth in SMB markets
• Acting as a commercial escalation point and step in with customers to help the rest of the Customer Success team dealing with large commercial discussions
• Collaborate with sales team to identify and grow opportunities within territory
• Hiring and Managing in a short future a team of Enterprise Renewals executive for both Direct & Indirect revenue

Skills Knowledge and Expertise

Working in a fast-paced SaaS organization the following traits are desired:

• Experience as a sales representative or sales manager for a minimum of 4 years.
• Experience working in a pure SAAS business with a role(s) exposed to Renewals, Contract changes, Upgrades, Down Sell and Churn negotiation.
• Some knowledge of working with Partners (Distributors, Software vendors, Resellers and MSPs).
• Knowledge of analyzing data and defining Whitespace.
• You must be fluent in English (additional languages desirable but not essential).
• An active listener who can see things from a customer's viewpoint.
• A quick learner who can absorb and process information quickly.
• The ability to hold engaging and inspiring conversations, explaining technical concepts in a non-technical and accessible manner.
• Effective communication skills both written and verbal.
• Self-motivated team player with a 'can-do' attitude for problem solving.
• Ability to build effective relationships with stakeholders inside and outside the team.
• Strong collaboration skills working with different teams: Sales, Marketing, Support, Finance, Partner & Product Teams to ensure a customer centric approach is taken in everything we do.
• A track record of honesty, transparency, and empathy in customer communications, particularly when things do not go as planned.
• An interest in technology, a customer centric approach, with a sales enablement mindset will be an advantage in this role.
• You will proudly represent the customer in all your internal interactions.

Benefits

We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team:

• Remote / Hybrid working
• Healthcare
• Life insurance
• 6 weeks - work anywhere option per year
• Employee Assistance program
• Contributory retirement savings plan
• Opportunities for training & development
• Great team and culture
• Discounts portal
• Income protection Insurance
• Online GP services

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.