Strategic Customer Success Manager

Why  Perkbox Vivup?

In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.

With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.  

From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.

As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions.  Our vision is to create healthy, happy and engaged workforce's by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.

About the role

You’ll be responsible for developing strategic partnerships with our clients engaging with their BAU goals in increasing adoption and engagement whilst also being able to work with clients in a strategic sense - multi - threading to board level and leveraging the resource at Perkbox to build a long - lasting partnership across each client business.

You will look after a segment of private sector customer accounts, across a range of
industries, enabling them to continue to receive the best value from our products.

In line with our global ambitions and the future of The Perkbox Vivup Group, our goal is to nurture close customer relationships, drive positive NDR, increase product engagement and secure long term strategic wins based on our customers’ voices. You will be accountable for the retention and growth revenue with a portfolio of key clients.

Using your ability to influence key stakeholders you’ll ensure that our customers’ business goals continue to align, and their overall usage of the platform remains high. As well as proactively educating admins, you’ll also be an ambassador for best practi ce and systems use.

What You’ll Be Doing

• Drive adoption of the product by increasing average number of customer
  customisations in key, segmented areas of the portfolio
• Use the internal sales framework to confidently hold conversations with clients
  and build a strong and accurate pipeline
• Conduct reviews and executive reviews with clients where you pinpoint their key
  goals and priorities through effective discovery and tell the story of our platform
  and their data for maximum engagement
• Increase the number of integrated customers by focusing on education and
  moving admins through the Integrations Pipeline.
• Run educational webinars and training sessions with Admins and internal
  Champions.
• Curate and nurture the feedback loop between the customer and Product teams.
• Be a reliable point of contact and brand ambassador for Perkbox, correctly
  triaging customer queries and shortening resolution times by introducing the
  correct solution point.
  

What We’re Looking For

• Proven Commercial experience – experience working to sales/upsell targets with
  a proven track record in meeting and exceeding targets
• The ability to negotiate - you’re confident having difficult conversations relating
  to cancellations or issues and you see these as an opportunity to settle
  situations equitably
• A deep customer focus - with examples of improving customer engagement with
  software products
• Business acumen - you use your knowledge of business drivers and strategies to
  guide your actions
• Problem solving skills - you actively find solutions with customer needs in mind.
• Effective communication skills - you provide confident and timely communication
  to internal and external stakeholders, specifically with a variety of senior level
  customers, including C - suite
• A data - driven & analytical mindset - spotting trends and using key data points to
  inform decision makers or stakeholders
• A high level of comfort and adaptability to change - you embrace different ways
  of working and new ways of operating. You see change as an opportunity to
  continually learn and improve

The Interview Process

Our interview process involves 3 main stages:

• Short call with a member of the Talent team
• 60-minute video call with Hiring Manager and one other team member
• Final Interview and task with two members of the team

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on [email protected]

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations

We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!