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- Tasks: Onboard new customers, deliver support sessions, and deepen engagement with our platform.
- Company: Join Vypr, a fast-growing SaaS company revolutionising consumer insights in FMCG.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Exciting career prospects in a rapidly expanding company with a collaborative culture.
- Why this job: Be part of a dynamic team driving customer success and innovation in the tech space.
- Qualifications: Experience in customer success or account management, with strong communication skills.
The predicted salary is between 50000 - 60000 £ per year.
Reports to: Strategic Customer Growth Team Leader
Location/work pattern: Hybrid working pattern including regular trips to the Manchester office (full week for initial training then up to twice per month) 9.00 – 5.30 Mon-Fri
Salary: £50,000-£60,000
What we do: Vypr is a Manchester-based SaaS company backed by Private Equity and Venture Capital. Our cutting-edge product intelligence platform delivers dependable consumer data, empowering manufacturers and retailers to understand customer preferences and streamline the development process, resulting in superior products brought to market more quickly. As a rapidly scaling business with ambitious growth targets, we have demonstrated strong product-market fit and are poised for accelerated expansion. By leveraging advanced new technologies, we are reinventing our product intelligence platform with limitless future possibilities, from personalization to AI-enhanced insights.
The Customer Growth Team at Vypr is dedicated to driving exceptional customer value via the effective delivery of both support (client success) and account management (renewal and expansion). These teams work closely together, to ensure clients realize maximum value from Vypr's market-leading product intelligence platform. Our team builds enduring relationships with key stakeholders to ensure our customers achieve their business objectives while uncovering and converting upsell opportunities to drive revenue growth. We're looking for someone to be part of this dynamic, results-oriented team committed to driving customer retention, expansion and Life-time-value.
Things that you will do:
- Liaise with end-user contacts
- Onboard new customers by running F2F workshops ensuring that TTFV is within 1 week of onboarding
- Deliver support sessions for Year 1 customers
- Understand the customers’ business objectives and ensure they understand how to best achieve them with the support of the Vypr platform
- Deepen usage and engagement with the Vypr platform self-serve, driving adoption across the product intelligence related processes; namely the innovation cycle (also known as Stage & Gate), as well as brand and category planning
- Deliver all contractual support days in a way that results in increased understanding of Vypr’s full capabilities and leads to increase usage (create the impetus for the ‘next project’)
- Ensure support levels and service are consistently aligned with contractual agreement and account plan to support scalable account growth (ARR)
- As the internal champion for customer health you will track each customer’s usage, taking corrective action and escalating to the Account Manager where required
- Manage the helpdesk for your customers
- Prepare for QBRs (internal QBR first) and participate in customer QBRS with the Account Manager
- Network within the customers to identify growth opportunities to share with the Account Manager (new teams, new product functionality, new markets and expansion within parent/subsidiary companies)
- Advocate for your customers in terms of product features and usability
- Upskill customers on new product functionality
- Manage migration to Predict
- Track usage, paying particular attention to high risk customers (auto-renewed last year, Year 1 customers or low health score customers)
- Develop customer relationships to ensure Vypr plays a pivotal role in their insight mix and that Vypr remains Front of Mind
What you will be responsible for: This role contributes to our ‘Customer’ pillar within our Visions, Objectives & Strategies. This involves making Vypr ‘Easy to Love and Hard to Leave’. Deliverables include:
- Increasing adoption of Vypr within customers
- Onboarding must be conducted within one week of contract start date
- TTFV +50 SLA of Helpdesk
Customer Success Manager - Strategic Accounts (Consumer Insights - FMCG) in Portsmouth employer: Vypr
Contact Detail:
Vypr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - Strategic Accounts (Consumer Insights - FMCG) in Portsmouth
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand Vypr’s platform and how it helps customers achieve their goals. This will not only impress your interviewers but also show that you’re genuinely interested in the role and the company.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the Customer Success Manager role. Highlight your ability to build relationships and drive customer engagement, as these are key to success in this position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Vypr team and contributing to our mission of making Vypr ‘Easy to Love and Hard to Leave’.
We think you need these skills to ace Customer Success Manager - Strategic Accounts (Consumer Insights - FMCG) in Portsmouth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer engagement and how you can drive value for clients using Vypr's platform. We want to see how you can make a difference!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past roles that show how you've successfully onboarded customers or managed accounts. We love seeing real-life applications of your expertise.
Be Personable: Remember, we’re looking for someone who can build relationships with our clients. Let your personality shine through in your application. Share a bit about your approach to customer success and how you connect with people.
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. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Vypr
✨Know Your Product Inside Out
Before the interview, make sure you understand Vypr's product intelligence platform thoroughly. Familiarise yourself with its features, benefits, and how it helps customers in the FMCG sector. This will not only show your genuine interest but also help you answer questions about how you can drive customer success.
✨Demonstrate Customer-Centric Thinking
Prepare examples from your past experiences where you've successfully managed customer relationships or driven customer engagement. Highlight how you’ve identified customer needs and provided solutions that led to increased satisfaction and retention. This aligns perfectly with the role’s focus on customer value.
✨Showcase Your Analytical Skills
As a Customer Success Manager, you'll need to track customer usage and health scores. Be ready to discuss how you've used data to inform decisions in previous roles. Bring examples of how you’ve analysed customer feedback or usage patterns to improve service delivery or product adoption.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, growth opportunities within the company, or how Vypr plans to innovate its platform further. This shows your enthusiasm for the role and your desire to contribute to the company's success.