Customer Success Manager

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Description

Position at Resolver

The Role:

As a Customer Success Manager, you play a critical role in the growth of Resolver. You'll be responsible for the management of all aspects of your assigned customer accounts, including best in class account management and success, supporting and driving customer growth, managing revenue risk and analysing and driving product/ service requirement and utilisation.

Critically, you will have a deep understanding of customer challenges, product and service needs, and combined with a solutions-based approach and problem solving abilities, you will build key customer relationships whilst keeping our customers' business objectives in mind, identifying opportunities for cross sell and upsell of accounts.

Experience and Skills:

• Gain commitments from customers on next steps at each lifecycle stage and hold them accountable for delivery as required.
• Have the ability to partner and consult with the customer to develop solutions to defined pain points. Identifies, defines and manages the objectives of a business. Must be able to specify requirements from both a business and user perspective to enable agreed changes to be implemented effectively and to add value to the partnership,
• Ability to leverage exceptional written and verbal communication to present information in a compelling, informative and concise manner
• Ability to understand customer's (internal/external) needs and concerns in the short to long-term and to provide value-added recommendations and/or solutions. Builds customer loyalty by anticipating needs, establishing clear goals, facilitating rapport and exceeding expectations
• Proactively identifies new opportunities that will positively impact the customers' business (both technical and non-technical).
• Ability to consult with the customer to develop solutions to defined pain points. Identifies, defines and manages the objectives of a business. Must be able to specify requirements from both a business and user perspective to enable agreed changes to be implemented effectively.
• Ability to address customer objections to keep an opportunity moving forward; includes ability to challenge customer perceptions and shift their mental model

• Ability to understand customer problems and challenges, access to decision makers, strength of champions etc. to prioritise highest value activities and opportunities. Leverages relationships and a consultative approach to add value to the partnership, including effective management of direct relationships with senior client contacts.

Essential:

• Minimum 2-3 years related experience working in a customer success role, ideally gained within a SaaS or client digital agency business.
• Exposure or knowledge of trust and safety, online harm, social media risk or PR risk highly advantageous
• Product understanding - a good understanding of products/services offered to effectively communicate needs to the product team
• Communication skills - excellent communication and interpersonal skills to engage with customers effectively and address their needs
• Experience in a high initiative, high autonomy environment is critical for success; you are a resourceful problem-solver!
• Passion for solving business problems using a blend of technology and human intelligence
• You know the value of customer loyalty and can effectively anticipate needs, establish clear goals, and facilitate rapport
• Experience with marketing automation tools an asset

Benefits:

Our rewards are as unique as our culture, and we want to attract the best people and retain them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision. We offer an excellent salary and benefits package which includes:

• Market competitive pay rates based your skills and experience
• Discretionary bonus scheme / commission scheme with payment based on revenue generated as a result of generated sales leads
• 33 days holiday including Bank Holidays
• Critical Illness insurance
• Life Insurance Cover
• Healthcare Cash Plan / Healthcare, dental and vision plan
• An attractive pension / 401k retirement plan scheme
• Cycle to Work Scheme
• Employee perks schemes offering discounts, rewards, giveaways and more
• Subsidised gym membership
• Mental health wellbeing portal and access to an in-house clinical psychologist
• Support and provision of supplies to facilitate home working
• Flexible working opportunities

Statement:

This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.

Resolver, a Kroll business is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

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