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- 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 build audience conversion, 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, along with some of the best people.
The Role: We're on the hunt for our next rockstar addition! 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 in London employer: Viafoura
Contact Detail:
Viafoura Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EMEA Enterprise Customer Experience Leader - Remote in London
✨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. We want you to show how you can add value to their team, so think about how your skills align with their goals.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. It’s a small gesture that can make a big difference.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of great roles waiting for you, and applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace EMEA Enterprise Customer Experience Leader - Remote in London
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 empower media brands.
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 engagement and increased revenue.
Be Authentic: Let your personality shine through in your application. We want to see who you are beyond your professional experience. Share your passion for customer success and any unique perspectives you bring to the table.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and shows your enthusiasm for joining our team at Viafoura!
How to prepare for a job interview at Viafoura
✨Know Your Stuff
Before the interview, dive deep into Viafoura's mission and products. Understand how their solutions empower media brands and think about how your experience aligns with their goals. This will help you speak confidently about how you can contribute to their customer experience strategy.
✨Showcase Your Success Stories
Prepare specific examples from your past roles where you've driven customer success or increased contract revenues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your impact.
✨Engage with Questions
Interviews are a two-way street! Prepare thoughtful questions that show your interest in the role and the company. Ask about their current challenges in customer engagement or how they measure success in their partnerships. This demonstrates your proactive mindset.
✨Be a Team Player
Since this role involves cross-functional collaboration, highlight your experience working with different teams. Share examples of how you've inspired change or improved processes by working closely with others. This will show that you're not just a lone wolf but someone who thrives in a team environment.