Customer Success ManagerJob title:Customer Success Manager
Location:Raleigh, North Carolina, The United States
Reporting to:Country Manager
Job summary:To manage Relationship with multiple blue chip organisations,strengthening the relationship with key stakeholders across the business. Ensure the successful completion of suppliers through the onboarding process and remaining within the system duringrenewal
KEY RESPONSIBILITIESManage several customer accounts through:
Customer Success and Service Delivery
- Create an engaged relationship with your Buyer customers to maximise customer success and service delivery.
- Liaise with our customer service teams to ensure team members working on your Buyer accounts are always correctly informed of messages and approach.
- Follow the onboarding process for both Buyer and Supplier from start to completion.
- Develop each Buyer's use of the system against the Maturity Index to ensure that the Buyer gets real value from our solution.
- Develop heatmaps and other tools for the Buyers to ensure that they can see the value of the data quickly and easily.
- Liaise with the Buyer in relation to other services they may require such as Stage 3 audits or data feeds.
- Ensure Supplier escalations are correctly managed, and an escalation process is in place with the Buyer(s) for successful resolution
- Work with colleagues to maintain the quality of Hellios' data and systems.
- Build your knowledge of the industry, relevant legislation that will affect your customers and Hellios' markets.
Budget and Reporting
- Participate in the budget creation process for each of your Buyer accounts, setting an achievable and realistic target for each month.
- Maintain and update actionable account plans for each Buyer.
- Provide a regular progress status report to the Country Manager
- Analysis of data to create actionable insightsfor the Buyers.
- Creation and presentation of ad hoc internal reporting
Relationship Building
- Develop a strong relationship with your key contact to embed Hellios as a trusted partner with the Buyer customer.
- Create and develop relationships with the Buyer decision makers and all Buyer members involved in using Hellios systems and services, especially those involved in the process, end users of the data and senior decision makersof the Buyer organisation.
- Regularly attend industry events to engage with Hellios' customers and increase awareness of the product in industry
- Speak persuasively at industry events to promote the Hellios brand
Monitoring performance
- Assess the Buyer against the Buyer Maturity Index to check that they are getting the best value from the use of the system.
- Report performance to Sector Manager as required.
- Escalate issues to Country Manager when identified.
Training and Development
- Facilitate on the job training to ensure your Buyers have excellent knowledge of the system and processes including new functionality.
- Organise refresher training for your Buyer from time to time.
- Identify training needs and adapt training approach to suit those needs.
- Ensure training covers benefits, not just features.
- Make recommendations for training including coaching, mentoring etc.
KEY REQUIREMENTSKnowledge and Experience
- Proven experience of managing customer relationships, customer success and service delivery with multiple stakeholdersin B2B (minimum 3 years)
- Experience of managing data in a high-quality analytical service environment
- Experienceof public speaking
- High degree of accuracy and attention to detail
- Work as part of the team to meet deadlines
- Proven delivery of defined targets and deadlines
- Experience of working with a CRM system
- Experience of working in a growing business
- Awareness and compliance with information security standards
- Working knowledge of procurement processes within large buying organisations (desirable)
- Experience of objection handling with customers.
Qualifications and skillsYou will need:
- A degree (or equivalent)
- Excellent time management skills
- Good verbal and written communication skills in English with good use of business language
- Aptitude for data analysis and experience of tools for data management, including MS Excel.
- Valid driving license
Personal Attributes
- Energetic and enthusiastic
- Willingness to learn
- "Can do" and never give up attitude
- Goal and target orientated
- Enjoys relationship building
- Willingness to travel if required
Salary and remuneration
- This post will attract a competitive salary and our benefits include:
- Competitive annual holiday entitlement and public holidays
- Paid leave including but not limited to personal sickness/carer's leave; parental leave; compassionate leave etc.
- Blended working
