Customer Success Account Manager

Candidate Source
North Walsham, Norfolk
17 Jul 2017
15 Aug 2017
Contract Type
Full Time
As the Customer Success Account Manager, you will be the role model for Customer Success in the company and across all client interactions.  You will be working for a digital entrepreneur who is building a small, creative, entrepreneurial, aspirational team with a focus on employee growth, learning, development, adaptability, flexibility, and success.

The company is following a strategy to acquire and develop SAAS applications, and grow quickly by great product development, marketing and delivery from a team of dedicated SAAS and other professionals. The most recent acquisition supports 1200 US clients in a niche market, with a significantly larger potential client base.

Short-term focus will be on driving customer engagement and success for a group of clients, helping them fully implement existing products and gain business benefits, and then look for opportunities to further develop software functionality as well as new products.  As knowledge and experience grows, the role is likely to develop to include supporting potential new clients through the sales process.

As the CS Account Manager, your responsibilities will include:

- Establishing and shaping CS both internally and across the client base with an overall aim to provide value and help clients achieve their own desired outcomes
- Engaging with a demanding set of existing clients through consultative sales calls; problem solving; strategic planning and leading training webinars;
- Engaging with and supporting potential new clients including inbound and outbound calls and supporting them through new sales enquiry and upselling processes
- Achieving KPI’s including new customers, product utilisation, revenues, margins, and reducing churn rate

This role is suitable for a range of candidates. Those who meet the requirements of the day to day role through to more experienced candidates looking for an opportunity to join a new, entrepreneurial team and keen to establish the complete CSM role themselves initially, with a view to growing that team themselves in the medium to longer term.

The ideal Customer Success Account Manager will have the following skills and experience:

- Have worked within a consultative sales and telesales role with possibly the responsibility for leading, coaching, managing a team
- The ability toinitiate calls to US based clients, and establishing positive commercial relationships
- Excellent customer service skills
- Have an interest in all things digital
- Beself-motivated and enterprising with the ability to work independently, managing your hours with remote working from home flexibly, including some late evenings, to ensure appropriate access and responsiveness to US clients in different time zones

In return, you will receive an initial salary of £23,000 - £35,000 pa dependent on experience, hours and performance.

To apply please send your CV together with a covering letter detailing how you meet the company’s requirements. If you think you don’t quite meet the job spec or the remuneration package doesn’t quite work for you, but you are still confident that you would be great for this role for other reasons, then please contact us and let us know precisely how.

The first stage of the application process is to apply online.

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