Principal Customer Success Manager
Working hours: 35-hour week
Within the Digital Experience Customer Success team the focus is on delivering exceptional experiences and accelerating value for customers through three core pillars: Partnership, Adoption, and Value Realisation.
Senior Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional, strategic enterprise accounts by building strong, long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising on strategy and collaborating with multiple internal teams and customer departments, while accelerating value for customers by understanding their business goals and objectives, designing success plans, and establishing governance frameworks.
As a Senior CSM, you are a leader in customer success, delivering results throughout the product lifecycle.
What you’ll do
Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
Maximise value realisation and return on investment from the solutions and services
Increase solution adoption and usage with a clear plan
Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK
Lead account strategy planning and build success plans to drive loyalty, advocacy and minimise customer attrition
Track account performance and lead critical blocking issues with a clear execution plan and drive for resolution
Build and grow relationships for the client’s strategic portfolio of multi-solution, multi-brand clients at a senior level, becoming a trusted partner
Build a strong post-sales strategy for your portfolio of accounts to ensure our customers maximise the value of their investment in the client’s solutions
Provide thought leadership and domain expertise to the Customer Success organisation, our clients, and the client’s European Customer Success team
Build strong business relationships with our Sales, Marketing, Solution Consulting and Professional Services teams
Demonstrate seniority by leading new retention and growth initiatives that deliver value, ensuring we scale, delight and innovate for customer success
Become an ambassador for the CSM organisation within the client and a CSM evangelist across ACS (Customer Solutions) and Sales
Demonstrate experience in supporting the hiring and ramp-up process of new recruits into the Customer Success team
What you need to succeed
Bachelor’s or Master’s degree
Minimum 5 years’ experience in post-sales account management in Digital Marketing (analytics, optimisation/conversion and/or social)
Strong experience in Digital Marketing solutions and knowledge of the client’s competitive landscape
Proven effectiveness in managing a portfolio of large, global, sophisticated, and strategic accounts at a senior level; building and maintaining relationships at the most senior levels with assigned accounts, becoming a trusted advisor
Proven experience in driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS)
Strong communication skills (written & verbal)
High-level critical issue management
Able to anticipate and identify ill-defined problems/issues
Strong presentation skills for all audience levels
Tenacious, personable, highly confident, and results-oriented
Adaptable, with strong self-awareness and the confidence to hold themselves and others to account based on expectations
*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.
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