At a Glance
- Tasks: Empower clients by nurturing relationships and driving customer success in retail marketing.
- Company: Join Ometria, a leading Customer Data and Experience Platform for retail marketers.
- Benefits: Enjoy a supportive culture, learning opportunities, and a chance to make a real impact.
- Other info: Dynamic work environment with a focus on collaboration and personal growth.
- Why this job: Be part of an award-winning team transforming retail marketing with innovative solutions.
- Qualifications: 5 years in Customer Success, exceptional communication, and relationship-building skills required.
The predicted salary is between 63000 - 77000 £ per year.
We’re seeking a Senior Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria’s Customer Data and Experience Platform to deliver amazing experiences for their customers.
Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.
The role will play a pivotal role in delivering value and success for clients, reporting directly to the Manager of Customer Success managing a portfolio of enterprise clients. The primary focus will be on nurturing C-Suite relationships, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses.
Office Expectations: Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays. Coming into the office is encouraged during onboarding especially for team members to learn from their peers.
Onsite client meetings: In-person customer meetings are encouraged, so time 'in office' or on site with customers is expected and will change from week to week.
Key Outcomes:
- Retain customers, secure their renewal and hit retention targets.
- Champion customer retention, ensuring seamless renewals and surpassing retention targets.
- Identify and neutralise potential sentiment risks across diverse stakeholders, fostering enduring relationships.
- Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges.
- Proactively relay concise updates on pivotal customer wins and obstacles.
- Oversee end-to-end commercial negotiations, solidifying prosperous partnerships.
- Spot and secure upsells in alignment with pricing model, achieving ambitious upsell ARR targets.
- Actively pursue and conclude revenue-expanding opportunities that mirror customer value.
- Foster senior-level champions in each account, fortifying engagement and retention strategies.
- Comprehend core personas across Marketing, Tech, and C-suite realms.
- Actively seek channels to heighten Ometria's visibility within client organisations.
- Solidify trusted partner status by unwaveringly fulfilling commitments.
Key Responsibilities:
- Deliver timely and accurate commercial forecasting.
- Deliver weekly updates to customer health and activity records.
- Set and deliver on customer expectations.
- Identify risk factors ahead of time and handle objections and escalations.
- Become an expert in both the Ometria platform and ecommerce marketing strategies.
- Deliver expected customer touchpoints based on their Service level.
About you:
- 5 years of Customer Success experience in an enterprise software organisation.
- Exceptional communicator, confident in presenting successes and opportunities.
- Natural relationship builder, adapting communication style easily.
- Strong business and commercial acumen.
- Proven track record of delivering first-class customer service.
- Comfortable working with, manipulating, and interpreting data sets.
- Self-starter thriving in fast-paced environments.
Why join Ometria?
- Team of amazing people committed to maintaining culture.
- Opportunity to solve interesting challenges and have a say in solutions.
- Support for learning and development.
- Collaborative environment where we help each other.
The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment.
We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, age, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
Senior Customer Success Manager in London employer: Ometria
Ometria is an exceptional employer that fosters a collaborative and inclusive work culture, where every team member is valued and encouraged to grow. With a strong focus on employee development and a commitment to solving interesting challenges in the retail marketing space, Ometria offers meaningful opportunities for impact and professional growth. Located in London, employees benefit from a vibrant city atmosphere while working alongside a talented team dedicated to delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ometria. 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 Ometria 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 Senior Customer Success Manager in London
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 Ometria:Your cover letter is your chance to shine! Tell us why you want to work at Ometria 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 Ometria!
How to prepare for a job interview at Ometria
✨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.
