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Senior Account Manager/Customer Success Manager

Employer
Eximius Finance
Location
UK
Salary
Competitive
Closing date
2 Nov 2021

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Sector
Technology & New Media
Salary Band
Annual, £60,000 - £69,999
Contract Type
Permanent
Hours
Full Time
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Account management
  • Serve as the point of contact for all customer account management matters
  • Build and maintain strong, long-lasting customer relationships and develop trusted advisor relationships with users
  • Proactively check-in with users to understand user needs, usage profiles and provide advice on optimal platform usage, ensuring users are realizing full product value
  • Prepare reports on account status
  • At lower scale usage, serve as first-line support (particularly during deployment phase) for user queries and delegate/escalate issues to other support staff, software product owner or vendor as appropriate
  • Support customer support and success activities for assigned accounts, e.g. ensure seamless onboarding and resolution of customer requests

40%

CEPRES and DealEdge subject matter expert
  • Act as point of contact for requests related to DealEdge
  • Support integration of client-ready DealEdge output into pre-diligence processes and diligence casework, as well as custom analysis; working alongside dealedge Specialist, augmenting capacity to serve this work as needed


40%

Support for marketing, sales, and onboarding activities
  • Own creation, curation and ongoing management of software demo and training materials, including structure, delivery methodology, materials and other collateral (e.g. videos)
  • Coordinate creation of marketing materials, e.g. marketing videos and collateral for internal/external marketing
  • Selectively supports sales team in providing demos to potential customers


10%

Product operations and improvement
  • Proactively collect, aggregate, and synthesize user feedback to support Product Manager in developing and prioritizing software enhancements and roadmap
  • Work closely with product team to triage/support enhancements requested by users, advocating for clients within the product team and managing client expectations/communication
  • Monitor financial and usage profile of software
  • Coordinate and perform user-acceptance testing for new releases and updates
  • Work with Product Manager to design and implement new services
  • As we scale, assist in the development of tooling, processes and documentation to improve support services

10%

100%

Qualifications

Education

Degree level and area of specialization needed for the performance of this role's Essential Functions

Required
  • BA/MSc or equivalent undergraduate degree

Preferred
  • Degree in finance, economics, business administration, or software-related subject (e.g. Computer Science, Information Technology)

Experience

Typical number of years/type of experience

Include the required number of years of overall experience as well as years of experience in a particular function (if applicable).

Required
  • 5-7 years working in software customer success or technology or finance consulting
  • At least ~2 years in customer/client advisory role
  • Experience in Private Equity, Finance, or similar industry

Preferred
  • Experience in consulting industry

Knowledge, Skills, and Abilities

Include specialized background and key competencies needed to perform the role.

Required
  • Ability to quickly pick up and apply complex topics
  • Strong abilities in problem definition and problem solving
  • Excellent oral, written, and PowerPoint communication skills
  • Proven ability to work effectively in diverse and distributed teams
  • Ability to work well with all levels within the company and client
  • Ability to lead interactions with senior stakeholders
  • Facility to discuss technical issues with a non-technical audience
  • Comfort working independently and/or remotely from supervisors in a fast-paced environment
  • Willingness to travel to client and team locations
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