Customer Success Director
Feefo Holdings Ltd, United Kingdom
Job Description
Feefo helps both consumers and businesses make the right decisions.
Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake-free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.
We’re a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too.
We are proud to work with companies, large and small, from household names to local heroes.
To learn more visit: www.feefo.com, LinkedIn, and Twitter.
About the role Customer Success Director
The Customer Success Director’s primary responsibility will be to create a blueprint for best practice for how our Enterprise clients can obtain the best return on their investment. Retention and growth will be a key performance indicator of your success while developing and expanding key strategic relationships within the customer base.
You will have a creative flair for problem solving working closely with our Sales, Implementation and Product teams to achieve the company’s objectives and goals for each account.It is expected that the individual will provide our customers with a range of dynamic solutions that will deliver high-impact business value through an excellent customer experience.
This role will suit someone with extensive experience from a digital agency and who is comfortable explaining and leveraging technical capabilities within this space to drive continuous customer improvement.
Requirements
Responsibilities:
Building Strong Customer Relationships:
- Cultivate and develop relationships with multiple stakeholders across various levels within customer organisations to drive revenue growth.
- Take ownership of the customer relationship, ensuring the execution of our value proposition aligns with customer expectations.
Renewals and Upsell:
- Ensure timely completion of renewals in accordance with our established CRM processes.
- Achieve revenue upsell targets by identifying opportunities to enhance customer engagement through additional products or services working with the Sales Team
- Utilize data-driven insights to optimize customer engagement and identify opportunities for cross-selling opportunities
Account Planning and Strategy:
- Provide consultative advice to customers, guiding them on maximizing the return on their investment and providing best practices on the use of our platform.
- Develop and maintain strategic account plans that foster the growth and development of customer accounts.
- Conduct monthly and quarterly business reviews, identifying areas for improvement and proposing solutions aligned with customers' business needs.
- Continually identify and share innovative ways to utilize our technical capabilities that align with customers' business objectives.
- Clear communications skills, capable of addressing both technical and non-technical audiences
Product Expertise and Adoption:
- Become a product expert, and acquire a deep understanding of our solutions and the technical capabilities to drive usage of the platform.
- Ability to grasp the full functional capabilities of the platform and understand its place in the market.
- Deliver comprehensive training to customers and ensure they understand product updates and enhancements.
- Focus on increasing product adoption among additional stakeholders, providing guidance and support for seamless integration into their back-office platforms.
Issue Resolution and Customer Satisfaction:
- Proactively identify and correct any issues that may impact customer satisfaction or retention.
- Act as a trusted source of knowledge, demonstrating a genuine interest in the customers' sectors.
- Work collaboratively across the organisation to troubleshoot technical issues
Benefits
Hybrid Working amp; Offices
- Feefo offers a hybrid working pattern (Monday amp; Fridays at home, Tuesday - Thursday in