Senior Customer Success Manager - UK

IntelligenceBank is the leading digital asset management and marketing operations software solution for brands in regulated markets. Used by over 1m+ users in 53 countries, IntelligenceBank uses AI and automation to help ensure brands get to market quickly, stay on brand and ensure regulatory compliance. (Remote role, with clients in and around the London area)

The IntelligenceBank Customer Success Manager role is a critical part of the value proposition of helping clients make their online work seamless. Reporting to the VP of Customer Success, this exciting and diverse role involves account management, support, implementation support, training, administration, upsells and liaising with sales and product teams.

Job Description

Specifically, duties for this role include:

• Account Management and Account Support
  • Manage a portfolio of UK and European clients, developing an in-depth understanding of these accounts in terms of the problem IntelligenceBank is solving for the client, and the structure of the platforms configured.
  • Actively seek ways to provide clients with additional value with new tools, users and use cases.
  • Multi thread accounts and map key stakeholders across the organisation.
  • Answer customer support calls and assist customers with their questions and feedback in a timely manner. This includes technical configurations, support and troubleshooting.
  • Monitor the HelpDesk for APAC and NA clients outside business hours for these regions (but during UK business hours), providing first level support where possible.
  • For new accounts or upsells that do not go into the Implementation team, configure new platforms based on clients' request and update back-end fulfilment systems.
  • Train Main Admin users to use the software and show how helpdesk is used.
  • Identify upsell opportunities, provide pricing and quotes.
  • Achieve upsell goals and process renewal sales in CRM system and back-end systems (Salesforce).
  • Schedule frequent in person and online 'catch ups' with key customers to talk about their usage of the service, and new features they could use.
  • Contribute to CSM related special projects as they arise.
  • When major new features are released, organise phone training with select clients, and conduct webinars.
  • Get customer feedback on new tools and features desired.
  • Assist Sales Managers with advanced product demos.
• Implementation Support
  • Play an active role in the implementation process for allocated clients, including setting up client workshops where initial requirements are gathered, completing workbooks with the client on platform configuration, and sharing these requirements and documentation with the allocated Implementation Manager for configuration.
  • Following implementation processes using IntelligenceBank documentation and tools, and as agreed with the Implementation Manager, undertake certain elements of configuration or build.
  • Be the key point of contact for the client during the implementation process, managing timelines and testing prior to project completion and handover to BAU.
  • Record all hours against the relevant Salesforce order or other tools provided by IntelligenceBank in a timely manner.
  • Raise and monitor Jira tickets raised for clients during their implementation with Dev/Ops and Technical Services teams.
  • Escalate client issues that cannot be resolved effectively or smoothly to the Delivery Lead, Project Manager or Delivery Manager as appropriate.

Qualifications

• Previous Account Management/Customer Service/Support delivery experience within a SaaS/software or professional services consulting business is essential.
• Passion for solving business and technology challenges with leading edge solutions.
• Energetic, motivated and driven with a great work ethic and highly developed relationship skills.
• Highly autonomous whilst at the same time being a team player.
• Excellent verbal and communication skills, with a high level of attention to detail.
• Time, Priority Management and Problem Solving skills.
• Technical skills – exposure to Salesforce or other CRMs, Microsoft Excel skills desirable.
• An understanding of Marketing and/or Martech is advantageous.

Our Company Expectations

IntelligenceBank has a strong culture of innovation, going the extra step for our customers, and collaboration amongst team members. We believe our people are our most important asset and cultural fit is a very important part of the hiring process. The following are the personal aspects we look for in each candidate:

• Be a team player, and work well with others.
• Respect colleagues and clients.
• Contribute new ideas to benefit the overall business.
• Have a positive attitude and 'go the extra mile'.
• Constantly look for ways to promote or improve the business and product.
• Timely attendance to all meetings, and timely reporting (when required).
• Integrity.

Additional Information

Next Steps: Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status. Our application process includes phone screening, zoom interviews covering behavioural and practical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks. So apply now and we look forward to getting to learn more about you! IntelligenceBank is committed to responding to every applicant at every stage of the hiring process.