At a Glance
- Tasks: Manage complex customer accounts and drive value realisation with strategic insights.
- Company: Join Vendavo, a people-focused tech company revolutionising B2B pricing solutions.
- Benefits: Enjoy remote work, flexible hours, 25 vacation days, and paid volunteer time.
- Other info: Collaborative culture with opportunities for mentorship and career growth.
- Why this job: Be a key player in customer success and make a real impact on global businesses.
- Qualifications: 7+ years in Customer Success with experience in managing enterprise accounts.
The predicted salary is between 70000 - 90000 £ per year.
We're a growing team, and as we scale, so does our need to focus on expanding our Customer Success team. You'll be joining a people-focused company, and as a Strategic Customer Success Manager (CSM) you will be a key player within the Vendavo organization, responsible for managing complex, high-value accounts. This role is focused on maintaining and strengthening relationships with senior leaders and decision-makers across various business units and geographies. The Strategic CSM is proactive in driving adoption, value realization and aligning Vendavo's solutions with the customer's long-term business strategy.
THE OPPORTUNITY
- Account Complexity Management: Manage highly complex accounts involving multiple solutions, stakeholders, and geographies. Drive coordination across business units and projects to ensure a unified and strategic approach.
- Drive Adoption and Value Realization: Lead efforts to ensure customers are fully adopting and realizing maximum value from Vendavo's solutions. Collaborate with internal teams to support customers in achieving their strategic goals.
- Success Planning: Develop and implement joint success plans with customers that map out milestones, desired outcomes, and KPIs, ensuring alignment with the customer's long-term business strategy.
- Risk Mitigation: Develop and implement strategies to mitigate risk to renewals. Working cross-functionally to align resources.
- Best Practices Sharing: Act as a trusted advisor, sharing industry best practices and insights across the customer's business units and geographies to optimize solution usage.
- Customer Advocacy: Serve as the customer's advocate within Vendavo, influencing product development and driving internal alignment to address customer needs.
- Data-Driven Insights: Monitor and report on key customer health metrics (e.g., usage, value realization, customer satisfaction, churn risk) to proactively identify risks and opportunities.
- Cross-sell Expansion: Identify expansion opportunities, aligning additional Vendavo solutions with the customer's evolving business needs.
- Thought Leadership: Provide strategic guidance and thought leadership to customers by staying informed about industry trends and emerging business challenges.
- Coaching and Mentorship: Mentor and coach junior CSMs, providing strategic guidance to help them manage less complex accounts effectively.
- Other duties as assigned.
THE SKILL SET
- Minimum 7 years of experience in Customer Success or a related role managing complex customer accounts at a strategic level.
- Experience with pricing, quoting, rebate, or analytics solutions in a B2B environment: Able to articulate value propositions and integration into business processes.
- Commercial Business Processes: Able to demonstrate an understanding of commercial processes such as quote to cash, list pricing, dynamic pricing, etc.
- Sales/Account Management Process Proficiency: Demonstrated proficiency with sales methodologies such as Challenger Sale, ForceManagement, MEDDPICC, or similar techniques.
- Project Governance Knowledge: Understanding of the principles of effective Project Governance, especially as it relates to complex software implementation.
- Business Systems Integration: Able to understand the principles of business systems interaction through integration and data transformation.
- Vendavo Solutions: Willingness to learn business process and technical use cases as they relate to Vendavo solutions.
- Enterprise Account Management: Experience managing large enterprise customer relationships (>£1 Billion in Revenue and global presence).
- Strong experience with SaaS software solutions. Familiarity with pricing or CPQ solutions is a plus.
- Demonstrated ability to engage and build relationships with customer executives and key decision-makers.
- Experience managing accounts that span multiple geographies and business units, driving consistency in outcomes.
- Proficient in using data to derive insights, track performance, and drive meaningful conversations with customers.
- Willingness to travel up to 10% and support international time zones.
THE BENEFITS
- Fully remote based with the flexibility to work from anywhere in the UK.
- Flexible working hours.
- Working within a team of friendly, skilled people where help is always within reach.
- 25 vacation days per year in addition to public holidays.
- 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter.
- 16 hours of paid volunteer time per year.
- Group Life Insurance.
- Income Protection Insurance.
- Accident Insurance.
- Pension Salary Exchange Scheme.
- Optional Medical Insurance.
- Travel insurance for business travels.
- Cell phone allowance up to £80 per month.
- High-end laptop (Dell XPS or Mac).
- Quarterly team events (bowling, boat cruise, after-work).
- Competitive pay and bonus/commission.
THE VENDAVO STORY
Vendavo partners with the world's leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.
OUR SAAS PRODUCTS
Our B2B pricing and selling solutions include Vendavo Intelligent CPQ, Margin Bridge Analyzer, Profit Analyzer, Business Risk and Sales Alerts, Vendavo Sales Optimizer, Deal Price Optimizer, Vendavo Pricepoint, and Rebate & Channel Manager.
OUR FUNDING
We are backed by two of the top high-tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.
OUR CULTURE & YOU
We collaborate with our customers unlike any others in our industry. Anchored in our values (Move with Integrity, Be Clear, Win as One, Solve for the Customer, Build What's Next), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners. Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you're part of a company that's committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.
EMEA and California residents applying for positions at Vendavo can see our privacy policy here.
OUR TEAM IS GROWING. YOU WILL TOO.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Principal Customer Success Manager - Strategic (Remote) in Newport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Principal Customer Success Manager - Strategic (Remote) in Newport
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
