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- Tasks: Lead customer success initiatives and enhance onboarding experiences for private clients.
- Company: Join Ledgy, a tech-driven equity management platform aiming to revolutionise European entrepreneurship.
- Benefits: Enjoy a diverse work environment with opportunities for growth and collaboration across global teams.
- Why this job: Be part of a mission-driven company focused on transparency, ambition, and making an impact.
- Qualifications: Experience in customer success or account management is essential; strong communication skills are a must.
- Other info: Work with a dynamic team from 26 countries, fostering a culture of innovation and inclusivity.
The predicted salary is between 48000 - 72000 £ per year.
At Ledgy, we're on a mission to make Europe a powerhouse of entrepreneurship by building a modern, tech-driven equity management and financial reporting platform for private and public companies. We are a value-based company with a core focus on being humble, transparent, ambitious, and impactful, all in order to deliver the best experience for our customers and end users.
As a Senior Customer Experience Manager at Ledgy, your mission is to ensure that our Private customers get the most out of Ledgy from their first interaction. You will act as our internal champion and voice of the customer while working cross-functionally in order to help steer the product roadmap. You will oversee a portfolio of strategic accounts (ranging from 50-100 accounts totaling roughly €2M ARR) and be responsible for ensuring an excellent onboarding experience through high-touch tactics, with a strong focus on product adoption and revenue expansion over time.
In addition to owning a direct book of business, you will also be responsible for helping drive efficiencies across the Customer Experience team by identifying process improvements, implementing new strategies, and helping to drive standardization across the team.
Short term (3-6 months):- Become an expert on the Ledgy product and onboard your initial book of business.
- Manage all strategic post-sales activity (onboarding, adoption, retention) for assigned customers through touch points requiring product knowledge, planning, project management, and the ability to develop relationships quickly.
- Work 65% on customer success responsibilities and 35% on strategic projects.
- Learn the product inside and out and make recommendations on how customers can use it to accelerate their own business objectives.
- Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate the value Ledgy drives for their business.
- Analyze customer data to create and execute engagement strategies within your customer portfolio.
- Collaborate closely with our marketing, sales, and product leads to ensure the customers' voice is heard by all departments.
- Collaborate with key stakeholders from Ledgy's largest customers to help them unlock additional value from Ledgy.
- Become an expert on every aspect of Ledgy's product and build strong relationships with our customers.
- Optimise and design processes to build a scalable, best-in-class customer experience.
- Develop, test, and iterate on scaled playbooks and engagement strategies to help scale the Customer Success team to fit the changing expectations of our growing customer base.
- Proactively identify and flag churn risk and work with the broader account team to mitigate.
- Optimize parts of the customer journey, such as onboarding, support requests, and documentation.
Senior Customer Experience Manager employer: Ledgy
Contact Detail:
Ledgy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Manager
✨Tip Number 1
Familiarise yourself with Ledgy's product offerings and the specific needs of private customers. Understanding how our platform can enhance their business will allow you to speak confidently about its benefits during interviews.
✨Tip Number 2
Network with current or former employees of Ledgy on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Senior Customer Experience Manager role.
✨Tip Number 3
Prepare to discuss your experience with customer success strategies and how you've driven product adoption in previous roles. Be ready to share specific examples that demonstrate your ability to manage strategic accounts effectively.
✨Tip Number 4
Showcase your understanding of data analysis and how it can be used to improve customer engagement. Highlight any past experiences where you've successfully implemented data-driven strategies to enhance customer satisfaction and retention.
We think you need these skills to ace Senior Customer Experience Manager
Some tips for your application 🫡
Understand the Company Culture: Familiarise yourself with Ledgy's values of humility, transparency, ambition, and impact. Reflect these values in your application to show that you align with their mission.
Highlight Relevant Experience: Emphasise your experience in customer success and account management. Provide specific examples of how you've improved customer experiences or driven product adoption in previous roles.
Showcase Your Analytical Skills: Since the role involves analysing customer data to create engagement strategies, include examples of how you've used data to inform decisions and improve customer outcomes.
Tailor Your Application: Customise your CV and cover letter to reflect the specific responsibilities mentioned in the job description. Mention your ability to work cross-functionally and your experience with strategic projects.
How to prepare for a job interview at Ledgy
✨Know the Product Inside Out
As a Senior Customer Experience Manager, you'll need to demonstrate a deep understanding of Ledgy's product. Familiarise yourself with its features, benefits, and how it can help customers achieve their business objectives. Be prepared to discuss specific use cases and how you would recommend the product to potential clients.
✨Showcase Your Customer-Centric Approach
Highlight your experience in managing customer relationships and ensuring their success. Share examples of how you've previously improved customer onboarding, retention, or satisfaction. This will show that you align with Ledgy's value of being impactful and focused on delivering the best experience for customers.
✨Demonstrate Cross-Functional Collaboration Skills
Since the role involves working closely with marketing, sales, and product teams, be ready to discuss your experience in cross-functional collaboration. Provide examples of how you've successfully worked with different departments to enhance customer experiences or drive product improvements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer challenges. Think about potential churn risks or onboarding hurdles and how you would address them. This will showcase your strategic thinking and readiness to optimise the customer journey.
