Senior Customer Success Manager – UK & EMEA

Job title:

Senior Customer Success Manager – UK & EMEA

Company

IntelligenceBank

Job description

Company DescriptionAbout IntelligenceBank
IntelligenceBank is the leading digital asset management and marketing operations platform for brands in regulated markets, including Hyatt, Hertz and KFC. Used by over 800,000+ users in 53 countries, IntelligenceBank uses AI and automation to help ensure brands get to market quickly, stay on brand and ensure regulatory compliance. Our headquarters are in Melbourne and we’ve offices across Australia, the UK, Canada and the US.Job DescriptionDue to our ongoing growth, IntelligenceBank has a newly created role based in the UK for a Senior Customer Success Manager to support our clients in the UK and Europe. This role is a critical part of the value proposition of helping clients make their online work seamless. Reporting to the Chief Customer Officer, this exciting and diverse role involves account management, support, implementation support, training, administration, upsells and liaising with sales and product teams. Specifically, duties for this role entail:Account Management and Account SupportManage a portfolio of UK and European clients, developing an in-depth understanding of these accounts in terms of the problem IntelligenceBank is solving for the client, and the structure of the platforms configuredActively seek ways to provide clients with additional value with new tools, users and use cases.Multi thread accounts and map key stakeholders across the organisation.Answer customer support calls and assist customers with their questions and feedback in a timely manner. This includes technical configurations, support and troubleshootingMonitor the HelpDesk for APAC and NA clients outside business hours for these regions (but during UK business hours), providing first level support where possible. This will help assist your colleagues in other parts of the worldFor new accounts or upsells that do not go into the Implementation team, configure new platforms based on clients’ request and update back-end fulfilment systemsTrain Main Admin users to use the software and show how helpdesk is usedIdentify upsell opportunities, provide pricing and quotesAchieve upsell goals and process renewal sales in CRM system and back-end systems (Salesforce)Meaningful Meetings – schedule frequent in person and online ‘catch ups’ with key customers to talk about their usage of the service, and new features they could useContribute to CSM related special projects as they ariseWhen major new features are released, organise phone training with select clients, and conduct webinarsGet customer feedback on new tools and features desiredAssist Sales Managers with advanced product demosImplementation SupportPlay an active role in the implementation process for allocated clients, including setting up client workshops where initial requirements are gathered, completing workbooks with the client on platform configuration, and sharing these requirements and documentation with the allocated Implementation Manager for configurationFollowing implementation processes using IntelligenceBank documentation and tools, and as agreed with the Implementation Manager, undertake certain elements of configuration or buildBe the key point of contact for the client during the implementation process, managing timelines and testing prior to project completion and handover to BAURecord all hours against the relevant Salesforce order or other tools provided by IntelligenceBank in a timely mannerRaise and monitor Jira tickets raised for clients during their implementation with Dev/Ops and Technical Services teamsEscalate client issues that cannot be resolved effectively or smoothly to the Delivery Lead, Project Manager or Delivery Manager as appropriateQualificationsWe’re looking for someone who is comfortable working in a remote environment with a global workforce. Extensive experience supporting and growing enterprise SaaS clients is key. Read on and see if you’ve got what it takes to be part of our innovative and growing team:Account Management/Customer Service/Support delivery experience within a SaaS/software or professional services consulting businessPassion for solving business and technology challenges with leading edge solutionsEnergetic, motivated and driven with a great work ethic and highly developed relationship skillsHighly autonomous whilst at the same team being a team playerExcellent verbal and communication skills, with a high level of attention to detailTime, Priority Management and Problem Solving skillsTechnical skills – exposure to Salesforce or other CRMs, Microsoft Excel skills desirableAn understanding of Marketing and/or Martech is advantageousOur Company ExpectationsIntelligenceBank has a strong culture of innovation, going the extra step for our customers, and collaboration amongst team members. We believe our people are our most important asset and cultural fit is a very important part of the hiring process. The following are the personal aspects we look for in each candidate.Be a team player, and work well with othersRespect colleagues and clientsContribute new ideas to benefit the overall businessHave a positive attitude and “go the extra mile”Constantly look for ways to promote or improve the business and productTimely attendance to all meetings, and timely reporting (when required)IntegrityAdditional InformationNext Steps:Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status.Our application process includes phone screening, face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks.So apply now and we look forward to getting to learn more about you!“We’re a 2024 Circle Back Employer & commit to replying to every applicant.”

Expected salary

Location

London

Job date

Wed, 28 Aug 2024 22:50:40 GMT

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