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For Companies At a Glance
- Tasks: Lead customer relationships and drive satisfaction while managing renewals and upsell initiatives.
- Company: GEP is a global leader in procurement and supply chain solutions, committed to diversity and inclusion.
- Benefits: Enjoy a collaborative culture, opportunities for growth, and the chance to make an impact.
- Why this job: Join a dynamic team where your insights shape product development and customer success.
- Qualifications: 12+ years in Customer Success or Account Management, preferably in tech; strong analytical and communication skills required.
- Other info: Must be willing to travel as needed to engage with clients and teams.
The predicted salary is between 54000 - 84000 £ per year.
GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team.
For more information please visit us on GEP.com or check us out on LinkedIn.com.
What you will do:
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Manage and maintain strong relationships with key accounts, ensuring a high level of customer satisfaction and retention.
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Drive cross-sell and upsell initiatives to expand the use of our products within existing customer accounts.
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Proactively manage customer renewals, ensuring high renewal rates and identifying potential at-risk accounts.
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Collaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunities.
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Monitor customer health and usage metrics to anticipate potential issues and opportunities for engagement.
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Act as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our products.
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Partner with the Product and Engineering teams to communicate customer feedback and influence future product developments.
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Lead quarterly business reviews (QBRs) with key clients, presenting metrics, insights, and future roadmaps to drive continued success.
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Proactively manage customers’ satisfaction and service delivery by anticipating potential service problems, and monitoring satisfaction
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Understand client business requirements, propose and negotiate a technical solution and deliver solutions
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Translate client business requirements for internal technical team and ensure that the product/service is delivered to client per the requirements and timeline
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Display deep knowledge of GEP products and markets and is capable to deliver demos when needed
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Create project plan, determine key success factors, milestones and review use cases
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Key Metrics: CSAT, Retention, Revenue Growth, Referenceability and others
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Reports into Head of Customer Success & Customer Support
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12+ years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing large customer accounts.
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Previous experience in account management role for a technology firm is strongly preferred
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Familiar with online procurement/sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2P
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Strong experience with SAAS business models, including renewals, cross-sell, and upsell strategies.
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Excellent communication, negotiation, and relationship-building skills, with a customer-centric approach.
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Analytical mindset with the ability to assess customer data and translate it into actionable insights.
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Experience working cross-functionally with Sales, Product, and Marketing teams.
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Efficient in MS Excel, Word & PowerPoint
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Ability to travel as needed to meet with customers and internal teams.
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Bachelor’s Degree required, master’s in business or operations preferred
GEP
Senior Manager - TSO employer: GEP
Contact Detail:
GEP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager - TSO
✨Tip Number 1
Familiarize yourself with GEP's products and services. Understanding the nuances of what we offer will not only help you in interviews but also allow you to speak confidently about how you can drive customer success and satisfaction.
✨Tip Number 2
Network with current or former employees on LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your interview process.
✨Tip Number 3
Prepare to discuss specific examples from your past experience that demonstrate your ability to manage large accounts and drive renewals. Highlighting your analytical skills and customer-centric approach will resonate well with our team.
✨Tip Number 4
Stay updated on industry trends related to online procurement and SAAS business models. Being knowledgeable about these areas will show your commitment to the role and your ability to contribute to GEP's success.
We think you need these skills to ace Senior Manager - TSO
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities and requirements of the Senior Manager - TSO position. Tailor your application to highlight your relevant experience in customer success and account management.
Highlight Relevant Experience: In your CV and cover letter, emphasize your 12+ years of experience in Customer Success or Account Management. Provide specific examples of how you've managed large customer accounts and driven renewals, cross-sell, and upsell initiatives.
Showcase Analytical Skills: Demonstrate your analytical mindset by including examples of how you've used customer data to drive insights and improve customer satisfaction. Mention any tools or methodologies you are familiar with that relate to online procurement and sourcing.
Communicate Effectively: Since excellent communication and relationship-building skills are crucial for this role, ensure your application reflects your ability to convey complex information clearly. Use concise language and structure your documents well to make a strong impression.
How to prepare for a job interview at GEP
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous roles in Customer Success or Account Management. Highlight specific examples where you successfully managed large accounts, drove renewals, and implemented cross-sell strategies.
✨Demonstrate Product Knowledge
Familiarize yourself with GEP's products and services. Be ready to explain how these can benefit clients and provide insights on how you would deliver effective demos during the interview.
✨Prepare for Cross-Functional Collaboration
Since the role involves working closely with Sales, Marketing, and Product teams, think of examples from your past experiences where you successfully collaborated across departments to achieve customer satisfaction and business goals.
✨Highlight Analytical Skills
Discuss your analytical mindset and how you've used customer data to drive decisions. Prepare to share specific metrics or insights you've derived from customer health and usage metrics in previous roles.
