At a Glance
- Tasks: Be the go-to person for clients, ensuring they get the most out of our product.
- Company: Join a dynamic tech company focused on customer success and innovation.
- Benefits: Enjoy 25 days holiday, health cover, pension scheme, and more perks.
- Other info: Fast-paced environment with opportunities for growth and development.
- Why this job: Make a real impact by helping clients achieve their goals with our platform.
- Qualifications: 7+ years in Customer Success or Account Management, preferably in SaaS.
The predicted salary is between 70000 - 90000 £ per year.
Job Purpose
Bringing previous experience and incorporating industry best practices, our Senior Customer Success Managers (Sr. CSM) are responsible for partnering with our clients to ensure the continued value realization of our product, thereby influencing client retention, satisfaction rates, revenue growth, external advocacy participation, and continued product adoption. An effective Sr. CSM will independently partner with multiple stakeholders across our Unily business and that of the client. The successful candidate will have a perfect blend of relationship management and commercial acumen. The candidate is structured, focused, flexible, and confident in sharing their knowledge and experience with the broader team. They understand how to act as the customer advocate internally, while also positively representing Unily within the customer business.
Main Responsibilities
- Be the primary point of contact for designated portfolio of customers across varied sectors and industries establishing a trusted advisor relationship and acting as the customer advocate into the business.
- Working with customers to establish critical goals, or other key performance indicators that can be measured to determine success.
- Help customers to achieve success and increase adoption by understanding their vision and advising how the Unily platform can be leveraged to meet their requirements.
- Use analytics data and other measurement tools to understand where usage of the product can be improved and work with customers to implement change.
- Conduct regular business reviews post product implementation with client stakeholders to ensure return on investment is being achieved and platform objectives are evolving in line with business requirements.
- Recognize, address, and elevate customer needs/issues cross-departmentally to ensure a quick resolution.
- Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal.
- Prepare and educate customers on new features and releases and support in the implementation of these.
- Maintain a deep understanding of the product, keeping up to date as it continuously evolves.
Knowledge, Skills and Experience Needed for the Job
- 7+ years experience in a Customer Success Management, Account Management or Partnership Management role.
- Experience in managing a portfolio of $2M plus ARR.
- Experience in managing large multinational organizations with 15,000 plus employees.
- Experience working in a SaaS environment.
- Experience working with digital workplace platforms either as a manager or end user e.g. Jive, Interact, Jostle.
- Experience in using customer success tools such as Planhat, Salesforce, Gong, Microsoft Office and Miro.
- Experience within a fast paced, dynamic and entrepreneurial company.
Required attributes
- Excellent attention to detail.
- Ability to work independently and as part of a team.
- Must be organized and able to prioritize, multi-task, work under pressure, and work to deadlines.
- Proactive, motivated, calm and show initiative.
Benefits
- 25 days holiday plus an extra paid day off to enjoy your birthday.
- Vitality life cover (for health, sight, hearing and dental).
- Aviva pension (via a salary sacrifice scheme).
- Life assurance.
- Income protection.
- Sick leave, etc. (many more).
Senior Customer Success Manager, EMEA employer: Unily
Unily is an exceptional employer that fosters a vibrant team culture where collaboration and fun go hand in hand. With a commitment to employee well-being, we offer flexible working arrangements, a modern office environment, and a comprehensive benefits package that includes generous holiday allowances and health coverage. Our focus on sustainability and community engagement further enhances the rewarding experience of being part of our innovative team.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unily. 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 Unily 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, EMEA
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 Unily:Your cover letter is your chance to shine! Tell us why you want to work at Unily 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 Unily!
How to prepare for a job interview at Unily
✨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.
