Customer Success Manager

As a Customer Success Manager at Eagle Eye, you will play a vital role within the business. Your primary responsibility will be to work proactively with your accounts to ensure maximum value is generated from using our products and to build long-term relationships. One of your main focuses will be to prioritise the needs and satisfaction of our customers. You will work closely with them to ensure they derive value from our platforms and understand the best practices relevant to their industries. By facilitating customer adoption and solving any problems they encounter, you will contribute to their success and help them view our group product portfolio as best-in-class.

Your success in the role will in part, be measured by the engagement and score in our client NPS (Net Promoter Score) for your portfolio of accounts. You will collaborate with the Account Management team to identify opportunities to up-sell and cross-sell our products and services to clients. By leveraging your deep understanding of the customers' needs and goals, you can proactively recommend unutilised features of the platform along with additional solutions that can benefit their businesses. You will also work closely with our Product teams to provide detailed client feedback to support the improvement and growth of our platform. Lastly, you will also work with the Marketing team to support the creation of testimonials and case studies to aid the winning of new business.

Your focus will be on building strong, long-lasting relationships with our customers, driving product adoption, and supporting the retention & growth of your accounts. By putting the customers first and ensuring exceptional support, you will contribute to their success while fostering mutually beneficial relationships.

Typical Duties

• Managing a portfolio of customer accounts independently, ensuring retention and driving engagement through excellent relationship management.
• Building strong, strategic customer relationships to identify and address business needs with Eagle Eye’s solutions.
• Reviewing usage and adoption within the platform and highlighting areas for improvement with customers.
• Delivering valuable business reviews with our customers.
• Working strategically with clients to identify business needs that can be addressed by commercial opportunities for Eagle Eye.
• Ensuring client retention is maximised through regular business reviews, as well as spotting upsell and cross-sell opportunities from the Eagle Eye product portfolio.
• Owning the NPS scores and creating the plan to improve them further with the customer.
• Presenting to clients about best practices and solutions available to their challenges.
• Providing basic platform configuration of features and functions that sit within the product suite the customer has purchased and guide the customer on how to use these functions.
• Working closely with Operations to develop and maintain necessary technical knowledge to support on some troubleshooting queries.
• Support with customer training and direction on our training platforms.
• Maintaining the CRM (Salesforce) database of contacts for your customer portfolio with the Account Managers.
• Utilising agreed tools to build the Account Plan and strategy with the Account Manager.
• Working with the Account Manager on the strategy of the account, using your knowledge of their business challenges.
• Working with Product Management to identify new Product features.
• Function as the customer advocate and provide internal feedback on how we can better serve our (enterprise) customers.
• Track accounts to identify churn risk and work actively to eliminate that risk.
• Travel to client offices and performing other job-related duties and activities as requested.

You are

• A relationship builder, excelling at working with others.
• Able to establish & maintain effective working relationships with managers, employees & clients.
• Able to maintain own workflow and meet deadlines.
• Able to work in a highly competitive & fast-paced environment.
• Able to learn and understand basic technical concepts.
• Able to learn additional skills through training & on-the-job experiences.
• Able to multi-task.
• Able to look at new ways of doing tasks.
• A self-starter & problem solver.
• Analytical and process-orientated.
• Always looking to improve existing processes.
• Ambitious, driven and charismatic.

You have

• Proven experience with a solid foundation in a Customer Success role.
• A desire to solve customer problems and create customer happiness.
• Presenting and communication skills, in person and on video calls.
• A strong desire to learn more and constantly improve.
• Experience in a customer-facing role.
• Comprehensive industry knowledge.
• A track record of delivering value to complex enterprise customers with large employee bases.
• Strong empathy for customers and a passion for revenue and growth.
• The ability to manage influence through persuasion, negotiation and consensus building.
• A deep understanding of value drivers in recurring revenue business models.
• Data driven with experience in using Microsoft Products proficiently (Excel, Word, PowerPoint) to analyse business results, build presentations and proposals.

Other benefits

• A competitive base salary.
• Bonus scheme with potential to earn up to 10% of salary dependant on your own personal behaviours, achievement of goals and company revenue targets.
• Flexibility to work from home or various office locations and flexible hours or job shares considered.
• Generous annual leave package including: 25 days paid annual leave and 5 days paid sick leave which if unused gets added to your annual leave the next year.
• Contributory pension.
• Support in continuous learning and self-development.
• Simplyhealth scheme including health care cash back, 24 hour access to virtual doctors appointments, and 24 hour employee assistance programme.
• Access to the paid Headspace app subscription.
• Mental Health First Aiders to support employee’s mental wellbeing.
• Employee Resource Groups focused on underrepresented groups in Eagle Eye.
• Charity Committee committed to organising events throughout the year to raise money for those less privileged.
• Cycle to work salary sacrifice scheme (via CycleScheme).
• Electric vehicle salary sacrifice scheme (via Octopus).
• A friendly, fun, growing team of people who work hard but love to play hard too, with location specific Christmas parties and annual whole company get together hosted in the UK.