Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead customer engagement and drive success for Viafoura's innovative solutions.
- Company: Join Viafoura, a leader in empowering media brands and enhancing audience engagement.
- Benefits: Remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and inspiring positive change.
- Why this job: Be a key player in transforming customer experiences and driving impactful change.
- Qualifications: 5+ years in Customer Success or Account Management with strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
About Us: Viafoura is on a mission to empower media brands to activate their digital audiences. We build engagement solutions that enhance loyalty and increase revenue and trust to meet audience goals. We're at the forefront of community engagement for owned & operated sites, working with some of the most advanced publishers in the industry.
The Role: The Enterprise Customer Experience Manager is responsible for ensuring Viafoura's strategic alignment across our customers' partnership journey. The primary responsibilities include driving adoption, increasing customer health and value realization, increasing contract ACV and leading innovative strategies that bring community engagement to the forefront of the industry. This is a highly visible and cross-collaborative role at Viafoura, so we are looking for someone with a strong ability to work with all functions and levels within an organization both internally and externally & inspire a positive change through value realization and "aha" moments.
Reports to: Director, Customer Experience
Location: London UK preferred, remote supported
Key responsibilities:
- Define, own, and implement initiatives to make sure the customer is successfully using the full Viafoura integrated solution.
- Lead and own the customer relationship and engagement. Implement cadence meetings including Executive Business Reviews. Develop and implement account success plans and strategies.
- Responsible for a total ACV revenue of $3-5M.
- Be the trusted partner for the customer on use-cases and product functionality. Diagnose customer business challenges, document solution requirements, and convey a value proposition to the appropriate stakeholders. Deliver and communicate ROI for our clients.
- Identify and close expansion and upsell opportunities that support the customer's needs.
- Forecast business and sales opportunities, updating management on the status of all in-process sales cycles, risks and potential revenue.
Requirements:
- Experience in working with complex, multi-divisional, multi-geographical customers.
- Experience in owning customer relationships and growing contract revenues.
- Passion for customer success and for being a part of a fast-growing SaaS company.
- Strong leadership skills. Experience working with cross-functional teams (e.g. Support, Sales, Product Management, Marketing, Implementation Services).
Preferred:
- BA/BS degree in a relevant major.
- 5+ years of experience in Customer Success or Account Management.
- Modern Media experience and knowledge of media operations processes and teams.
Core Skills:
- Strong ability to inspire, influence and mobilize
- Highly skilled communicator - advanced in presenting to all levels of an organization effectively
- Hyper-curious
- Self-starter
- A passion for being at the top of your game
EMEA Enterprise Customer Experience Leader - Remote employer: Viafoura
Contact Detail:
Viafoura Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EMEA Enterprise Customer Experience Leader - Remote
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your pitch! You want to be able to clearly articulate your experience and how it aligns with the role. Keep it concise but impactful—think of it as your personal brand statement.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the position. Plus, it’s a great way to reiterate your fit for the role.
We think you need these skills to ace EMEA Enterprise Customer Experience Leader - Remote
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the EMEA Enterprise Customer Experience Leader role. Highlight your experience in customer success and account management, and show how your skills align with Viafoura's mission to enhance community engagement.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to illustrate how you’ve driven customer success and increased revenue.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not only skilled but also passionate about customer success. Share your story and what motivates you to be part of a fast-growing SaaS company like Viafoura.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Viafoura
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how to measure customer health and value realisation, as these will be crucial in your discussions. Be ready to share examples of how you've driven adoption and increased contract values in previous roles.
✨Showcase Your Cross-Functional Collaboration Skills
This role requires working with various teams, so come prepared with stories that highlight your experience in cross-functional collaboration. Think about times when you’ve successfully worked with sales, support, or product management to achieve a common goal and be ready to discuss these examples.
✨Prepare for 'Aha' Moments
Since inspiring positive change is key, think about how you can create those 'aha' moments for customers. Prepare to discuss innovative strategies you've implemented in the past that led to significant improvements in customer engagement or satisfaction.
✨Demonstrate Your Passion for Customer Success
Let your enthusiasm for customer success shine through during the interview. Share why you’re passionate about helping customers achieve their goals and how that aligns with Viafoura's mission. This will help you connect with the interviewers and show that you're a great fit for their culture.