Customer Success Manager in London

TDRC are excited to be working once again with a leading provider of data intelligence, delivering accurate and actionable mobility insights to empower strategic professionals in government, retail, real estate, and finance to make informed decisions. Operating at the cutting edge of the mobility / geolocation industry, their SaaS platform delivers exceptional insight into how consumers move through towns, retail spaces and the world around them. Their data powers investment decisions, smart city evolution and retail expansion worldwide. This is an impressive company at the forefront of utilising cutting-edge technologies and innovative mobility research methods.

The Role and Responsibilities:

• This hire is a key addition to the growing Customer Success team. They are already the biggest revenue generator for the business. This will only continue to grow. The next CSM will be responsible for a portfolio worth approximately £500,000 of Annual Recurring Revenue.

Onboarding brilliantly

• Set clients up for success with a seamless onboarding experience; create a joint success plan and establish an in-depth understanding of your client’s use case.
• Uphold and improve upon our current fantastic NPS scores.

Identifying new commercial opportunities within accounts

• Uncover new opportunities to increase the value of existing client contracts.

Managing renewal/cross-sell/upsell processes effectively

• Proactively prospecting and establishing relationships with new stakeholders in your portfolio to expand its use and grow the value of the license through cross-sell/ upsell.
• Identify and manage risk to mitigate churn.
• Grow the value of your portfolio.

Uncovering and communicating value simply

• Proactively empower our customers to help them achieve their desired business outcomes and goals.
• Demonstrate curiosity by asking clients the questions that enable an understanding of what value means for them.
• Provide the tools to permit clients to easily communicate the value they’re receiving across their business.
• Demonstrate a high level of comfort with data, leveraging the insights it provides to make recommendations in support of their desired outcomes.

Managing Relationships

• Our CSM’s are seen as an extension of our clients’ teams and serve as trusted advisors in all things’ geolocation. It is vital to manage and understand multi-layered stakeholder relationships.

Voice of the Customer

• Act as the customer’s voice by capturing feedback and product requests to share internally.
• Make an impact on our product development and innovation by helping customers’ needs be met more easily and more frequently, contributing to their competitive edge.

Collaborate across the business

• Collaborate with our Sales, Tech and Marketing Teams to ensure effective handovers.

In addition to this, you will…

• Maintain a detailed audit trail of activity in our Customer Success CRM, Gainsight.
• Report on renewal, cross-sell and upsell forecasting.
• Demonstrate a high level of commercial acumen, creating mutually beneficial outcomes by uncovering the ‘why’ that underpins customers’ investment decisions.
• Explain complex information to customers both clearly and concisely.

Requirements

• We are looking for someone who is highly efficient, passionate and thoughtful. You will be comfortable working in an organisation that is rapidly growing and evolving. You will be hungry to learn new things and have a passion for delivering high levels of customer service and driving technical initiatives aligned to your client strategies. You will have excellent time management and organisation skills, with the ability to focus on current customer needs, whilst anticipating future opportunities.

Essential Skills:

• 1-2 years in Customer Success/Account Management in a SaaS business.
• Strong written and verbal skills.
• High proficiency in data analysis.
• A natural relationship-builder, able to influence people, processes and outcomes.
• An appetite to constantly learn, working with exciting and innovative technology.

Benefits

• Located in lovely offices in Central London. They operate a hybrid weekly working pattern - 3 days in the office and 2 days working from home.
• They are a talented team of highly capable individuals looking to serve our customers to the highest standard, and ensure they derive maximum value from our partnership. They prioritise quality and strive for excellence and efficiency. Their working environment is friendly, focused and supportive – They work hard but we have fun too. They support and value the personal and professional development of our employees, creating an enjoyable and rewarding environments for all.

Why apply

• Whatever your long-term career ambition, you will be joining a company who will provide you with the flexibility for you to develop your career. They offer a supportive, welcoming, and friendly working environment, including hybrid working. They will take your career seriously to enable you to be the best you can be.