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For Companies At a Glance
- Tasks: Manage key accounts, ensuring customer satisfaction and driving product usage.
- Company: GEP is a diverse team focused on procurement success for global leaders.
- Benefits: Enjoy a collaborative culture with opportunities for growth and recognition.
- Why this job: Join a learning organization where your ideas matter and you can make a difference.
- Qualifications: 12+ years in Customer Success or Account Management; tech experience preferred.
- Other info: Remote work options available; commitment to diversity and inclusion.
The predicted salary is between 43200 - 72000 £ per year.
Company Overview
GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions.
We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us.
Are you one of us?
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
- Manage and maintain strong relationships with key accounts, ensuring a high level of customer satisfaction and retention.
- Drive cross-sell and upsell initiatives to expand the use of our products within existing customer accounts.
- Proactively manage customer renewals, ensuring high renewal rates and identifying potential at-risk accounts.
- Collaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunities.
- Monitor customer health and usage metrics to anticipate potential issues and opportunities for engagement.
- Act as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our products.
- Partner with the Product and Engineering teams to communicate customer feedback and influence future product developments.
- Lead quarterly business reviews (QBRs) with key clients, presenting metrics, insights, and future roadmaps to drive continued success.
- Proactively manage customers’ satisfaction and service delivery by anticipating potential service problems, and monitoring satisfaction.
- Understand client business requirements, propose and negotiate a technical solution and deliver solutions.
- Translate client business requirements for internal technical team and ensure that the product/service is delivered to client per the requirements and timeline.
- Display deep knowledge of GEP products and markets and is capable to deliver demos when needed.
- Create project plan, determine key success factors, milestones and review use cases.
- Key Metrics: CSAT, Retention, Revenue Growth, Referenceability and others.
- Reports into Head of Customer Success & Customer Support.
What you should bring
- 12+ years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing large customer accounts.
- Previous experience in account management role for a technology firm is strongly preferred.
- Familiar with online procurement/sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2P.
- Strong experience with SAAS business models, including renewals, cross-sell, and upsell strategies.
- Excellent communication, negotiation, and relationship-building skills, with a customer-centric approach.
- Analytical mindset with the ability to assess customer data and translate it into actionable insights.
- Experience working cross-functionally with Sales, Product, and Marketing teams.
- Efficient in MS Excel, Word & PowerPoint.
- Ability to travel as needed to meet with customers and internal teams.
- Bachelor’s Degree required, master’s in business or operations preferred.
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Sr. Customer Success Manager for Europe employer: GEP
Contact Detail:
GEP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sr. Customer Success Manager for Europe
✨Tip Number 1
Familiarize yourself with GEP's products and services. Understanding the specifics of what we offer will not only help you in interviews but also allow you to speak confidently about how you can add value to our clients.
✨Tip Number 2
Leverage your network to connect with current or former employees at GEP. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your success in managing large customer accounts and driving renewals. Highlighting measurable outcomes will showcase your ability to deliver results.
✨Tip Number 4
Stay updated on industry trends related to procurement and customer success. Being knowledgeable about the latest developments will position you as a thought leader and show your commitment to continuous learning.
We think you need these skills to ace Sr. Customer Success Manager for Europe
Some tips for your application 🫡
Understand the Company Culture: Familiarize yourself with GEP's values and mission. Highlight how your personal values align with their focus on collaboration, customer success, and continuous improvement in your application.
Tailor Your CV: Customize your CV to emphasize your experience in Customer Success and Account Management. Include specific examples of how you've managed large accounts and driven customer satisfaction and retention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the procurement industry and your ability to drive cross-sell and upsell initiatives. Use metrics from your past roles to demonstrate your impact.
Showcase Relevant Skills: In your application, make sure to highlight your analytical mindset and experience with SAAS business models. Mention any familiarity with online procurement tools and your proficiency in MS Office applications.
How to prepare for a job interview at GEP
✨Showcase Your Customer Success Experience
Make sure to highlight your 12+ years of experience in Customer Success or Account Management. Be prepared to discuss specific examples of how you've managed large customer accounts and driven satisfaction and retention.
✨Demonstrate Your Knowledge of GEP Products
Familiarize yourself with GEP's products and services. Be ready to discuss how you can leverage your deep knowledge to provide insights and recommendations that help clients maximize their value.
✨Prepare for Cross-Functional Collaboration
Since the role involves working closely with Sales, Product, and Marketing teams, think of examples where you've successfully collaborated across functions. Highlight your communication and negotiation skills that contribute to building strong relationships.
✨Understand the Metrics That Matter
Be prepared to discuss key metrics such as CSAT, Retention, and Revenue Growth. Show that you understand how to monitor customer health and usage metrics to anticipate issues and identify opportunities for engagement.
