Strategic Client Success Manager in London

About the role

You’ll join to apply for the Strategic Client Success Manager role at Vivup.

You’ll be responsible for developing strategic partnerships with our clients, engaging with their BAU goals to increase adoption and engagement, while also working with clients in a strategic sense – multi-threading to board level and leveraging the resource at Perkbox to build long-lasting partnerships across each client business.

You will look after a segment of private sector customer accounts, across a range of industries, enabling them to continue to receive the best value from our products.

In line with our global ambitions and the future of The Perkbox Vivup Group, our goal is to nurture close customer relationships, drive positive NDR, increase product engagement and secure long term strategic wins based on our customers’ voices. You will be accountable for the retention and growth revenue with a portfolio of key clients.

Using your ability to influence key stakeholders you’ll ensure that our customers’ business goals continue to align, and their overall usage of the platform remains high. As well as proactively educating admins, you’ll also be an ambassador for best practice and systems use.

What You’ll Be Doing

• Drive adoption of the product by increasing average number of customer customisations in key, segmented areas of the portfolio
• Use the internal sales framework to confidently hold conversations with clients and build a strong and accurate pipeline
• Conduct reviews and executive reviews with clients where you pinpoint their key goals and priorities through effective discovery and tell the story of our platform and their data for maximum engagement
• Increase the number of integrated customers by focusing on education and moving admins through the Integrations Pipeline
• Run educational webinars and training sessions with Admins and internal Champions
• Curate and nurture the feedback loop between the customer and Product teams
• Be a reliable point of contact and brand ambassador for Perkbox, correctly triaging customer queries and shortening resolution times by introducing the correct solution point

What We’re Looking For

• Proven Commercial experience – experience working to sales/upsell targets with a proven track record in meeting and exceeding targets
• The ability to negotiate – you’re confident having difficult conversations relating to cancellations or issues and you see these as an opportunity to settle situations equitably
• A deep customer focus – with examples of improving customer engagement with software products
• Business acumen – you use your knowledge of business drivers and strategies to guide your actions
• Problem solving skills – you actively find solutions with customer needs in mind
• Effective communication skills – you provide confident and timely communication to internal and external stakeholders, specifically with a variety of senior level customers, including C-suite
• A data-driven & analytical mindset – spotting trends and using key data points to inform decision makers or stakeholders
• A high level of comfort and adaptability to change – you embrace different ways of working and new ways of operating. You see change as an opportunity to continually learn and improve

The Interview Process

Our interview process involves 3 main stages:

• Short call with a member of the Talent team
• 60-minute video call with Hiring Manager and one other team member
• Final Interview and task with two members of the team

Our average process takes around 2-3 weeks, but we will always work around your availability. If you have any specific questions ahead of this, please contact us on talent@vivup.co.uk

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations. We’re happy to offer reasonable adjustments during our hiring process. Just let us know, and we’ll make it work for you. Your comfort and success matter to us!

Seniority level

Not Applicable

Employment type

Other

Job function

Other

Industries

Human Resources Services

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