Customer Success Manager

Orgvue is a leading organizational design and planning software platform that captures the power of data visualization and modelling to build more adaptable and better performing organizations. HR, finance and business leaders use Orgvue for actionable insight and analysis that helps them make faster workforce decisions in a constantly changing world. Orgvue is used by the world’s largest and best-known enterprises and management consulting firms to visualize and confidently build the businesses they want tomorrow, today. The company is headquartered in London, with offices in Philadelphia, The Hague, Toronto, and Sydney.

About the role

We are looking for a Customer Success Manager to join our EMEA team to support our continued growth. Orgvue now has more than 100 blue-chip and consulting partner customers. You will be responsible for managing a portfolio of accounts, ensuring that each customer is getting maximum value from the Orgvue platform. You will be the key point of day-to-day communications between our customer stakeholders and members of our account management, advisory, support and product teams. You will build a deep understanding of both Orgvue and your customers’ use-cases so that you can offer best-in-class service. This role will be good for someone who is inquisitive, likes solving technical and business problems, and who has strong people and communication skills, as well as an ability to prioritize and manage time effectively. When not working with customers you will be working with other team members on projects to help build the function or to add value for our customers.

What you will be doing

• Customer Success Management

• Manage accounts, ensuring that customers can meet their business objectives and obtain ongoing value from using Orgvue.
• Work with cross-functional teammates to create and maintain success plans for all customers within the portfolio.
• Build strong relationships with the account management, advisory, technical account management, product and advisory teams to ensure that account plans are executed seamlessly.
• Manage customer communications through regular check-ins focusing on supporting and enabling users to achieve business outcomes and customer objectives.
• Provide coaching and support to super users.
• Drive advocacy through customer-specific and regional events and communications.
• Maintain an understanding of customers’ use-cases, business objectives and tenant and solution configurations to ensure that each meeting or conversation provides value.
• Pull in the right resources, from across the business, to ensure that opportunities and issues are managed effectively.
• Identify and effectively communicate additional use-cases that would benefit the customer.
• Ensure that all relevant data is captured and updated weekly within our customer success platform.
• Ensure that knowledge is shared appropriately across the team to maximize effectiveness and efficiency.
• Ensure that customer feedback is effectively communicated back to the product management team.
• Work with account management and advisory to support upsell and cross-sell opportunities.
• Identify and manage customer issues and risks effectively and in line with process.

• Spend approximately 20% of time working on projects that will either improve the function or add value to customers such as:

• Process documentation improvements.
• Customer event preparation.
• Knowledge Base content creation and maintenance.

Knowledge and Experience

• Bachelors Degree.
• Previous Customer Success, Account Management, HR Business or Consulting experience.
• Knowledge of organisation design, transformation, workforce analytics, and workforce planning (preferred).

Skills

• Data driven and very strong analytical skills.
• Excellent written and verbal communication.
• Stakeholder management.
• Customer focused.
• Time management and task prioritization.

Benefits

• Hybrid working - 2 days a week in the London office.
• Wellbeing: Sanctus Coaching, Virtual fitness sessions, Wellbeing webinars, Annual Wellbeing day.
• Subsidised Gym Membership.
• Private Medical Insurance (including Dental and Vision) and Life Assurance.
• 25 days holiday (increasing to 30 days at a rate of 1 extra day per year).
• Employer pension contribution of 5% of your gross salary, if you contribute a minimum of 3%.
• Season ticket Loan.
• Cycle to Work Scheme.
• Annual Discretionary Bonus.

Here at Orgvue we promote individualism and a diverse workforce to build on our future success.