Customer Success Manager – North America

Location: Remote / Virtual
Job Type:

Our client is an international technology company (UK-based) with some of the leading data platforms on the marketplace. Their customer data platform, data management tools and fraud prevention technologies are best-in-class.

They are currently looking for a motivated individual to drive growth from their key accounts in North America. Partnering with Sales and Professional Services, this individual will establish growth and adoption plans for key accounts and ensure thye maintain the high-level of retention they currently have in the business.

Responsibilities include:
Establish clear retention goals and process milestones for the client and employees to work toward

Assist customers strategically in seeing the future value that can be gained from the product

Promote the value of the product and upsell in support of our land and expand strategy in place today

Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company

Promote an energetic fan base for products and locate brand ambassadors to share the product’s benefit and value

Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs

Optimize existing processes within the company and actively enhance all Customer Success initiatives

Work with the product development teams and provide feedback from our customers to influence the roadmap

3-5 years of experience in customer service or customer success position strongly preferred

Experience working with brand image and promoting value through customer experience

Exceptional ability to communicate and foster positive business relationships

Technical skills required, as they relate to understanding the product and the landscape

Accountability and personal organization are essential

Proven ability for driving successful growth in customer adoption in prior roles

Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed