Customer Success Manager (Reading)

Be part of something exceptional. You’re good at what you do, so it makes sense you want to work for a company that helps you realise your full potential. As part of the team, your talents will impact thousands of customers around the world. You’ll be making a real difference in the everyday lives of people everywhere. We combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

What you’ll be doing

The Customer Success Manager is an individual contributor role within our Global Customer Success organisation. The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a Customer Success Manager, you will contribute to growing the book of business by effectively utilising resources and tools as well as supporting internal teams. Key activities include but are not limited to maintaining a healthy book of business through digital and transactional interactions, identifying and managing churn risks, discovering growth and expansion sales opportunities, supporting internal teams with back-office tasks and activities.

Essential job functions:

• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
• Initiate outbound interaction with the customers to address existing outstanding issues, renewals and churn risks or potential growth opportunities.
• Assist customers and local teams with billing queries and related activities.
• Assist customers and local teams with contractual amendments and related activities.
• Actively look for growth, referral, and expansion sales opportunities.
• Actively cooperate with related stakeholders and teams across the globe.
• Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution.
• Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
• Proactively manage renewals pipeline identifying and addressing potential risks.

What we’re looking for

An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics; SaaS experience is a must with a clear understanding of what drives customer retention and growth, as well as strong willingness to develop further. We are looking for a professional with strong developed skills listed below:

• An experience and/or excellent understanding of Customer Success and/or Account/Relationship Management ideally with historical records of retention and growth of customer base (mandatory);
• An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment (mandatory);
• Fluent written and verbal communication in English are required (mandatory);
• Excellent communication, listening and analytical skills (mandatory);
• Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory);
• Excellent time management, organisational and prioritisation skills (mandatory);
• General understanding about IOT products and solutions;
• Structured “can-do” approach to open matters and tasks in a demanding environment;
• Methodical and conscientious documentation skills;
• Willingness to develop while identifying opportunities over self-reflection.