Customer Success Manager

ITS European
London (Greater)
14 Apr 2018
20 Apr 2018
Contract Type
Full Time
Skills: Experience in building and maintaining strong relationships with business contacts across the UK. Good grounding of Web Technology (JavaScript, HTML, PHP, XML, HTTP, TCP/IP, etc) and experience with one of the eCommerce platforms such as Hybris, Demandware, Magento, Shopify, BigCommerce, Volusion, Venda or other. This is a permanent role based in a pleasant office in Central London.

An opportunity to join a successful, end to end multi-channel SaaS platform provider for retailer, in a dynamic and rewarding workplace - where your professional fulfilment and company success go hand in hand!

We need a Customer Success Manager who enjoys combining customer relationship management with their technical understanding.

You will be accountable for ensuring the success and productivity of clients on their SaaS platform and help them derive maximum value from it. Acting as the customers’ trusted advisor you will analyse client’s business needs, suggest improvements, educate them on new software enhancements, etc. Working closely with Project Delivery Team as well as Sales Executives and actively seek opportunities to upsell, cross-sell and generate referrals within assigned accounts, ensuring customer satisfaction and long-term account growth.

As a Customer Success Manager your responsibilities will include:
• Enable customers to gain the maximum competitive edge in their market, using all the features of the SaaS platform solution.
• Be a Thought Leader- Advising on further platform development, sharing best practices, strategic planning, driving adoption and showing ROI.
• Build up long term relationships at all levels- this will involve working at C level with the senior executives in various teams ie Marketing, Sales, Professional Services, Project Delivery, etc.
• Serve as the Escalation point and manage the process to effectively address customer satisfaction and escalation of issues until resolved.

To be successful in this Customer Success Manager position your recent background must show-
• Ability to explain to senior Executives the opportunities in eCommerce and how to use technology to gain maximum competitive advantage and revenue.
• Good grounding of Web Technology & Experience with one of the eCommerce platforms e.g. Hybris, Demandware, Magento, Shopify, BigCommerce, Volusion, Venda.
• Highly developed business acumen and ability to understand the wider issues of the industry
• Client development and retention skills to build long term profitable partnerships.

The environment is fast paced and technically challenging - so there is plenty of scope to prove your abilities!

If the opportunity to position Ecommerce SaaS platform for Tier1 Business in the UK interests you please let me know ASAP

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