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Senior Customer Success Manager-#475 (London-Hybrid)
Emburse, United Kingdom
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jan 4, 2024
Last Date
Feb 4, 2024
Location(s)
Job Description
At Emburse our mission is to help make our users’ lives and their businesses better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most their family, community, or more rewarding work. We help CFO’s give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill amp; Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.
CSMs are responsible for the post-sales success of a portfolio of customers. As a CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals. The CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews, and delivering an industry-leading customer experience. Must be within driving distance to London as this is a hybrid position.What you'll do:- Deliver an industry-leading customer experience
- Collaborate with internal teams to represent the voice of the customer
- Provide product education/support for new and ongoing customers
- Establish product/industry best practices for customers
- Present at internal and customer-facing speaking events
- Own ultimate responsibility for the customer’s retention and expansion success while preventing churn
- Maintain accurate and current records of customer information in Salesforce
- Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process
- Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution
- Work with leadership on new CSM initiatives
- Assist with the Customer Success Software Administration: Gainsight Administration (ClientSuccess Administration at Captio)
- Manage key accounts through monitoring customer health, business reviews and customer engagement
- Develop and maintain long-term relationships to achieve customer success
- Contribute to overall process improvements and workflows
- Assist in onboarding, training, and mentoring of team members
- Provide first-level support to CSMs before escalation to lead/manager
- Troubleshoot customer situations/escalations to positive outcomes
- Support CSM team in managing group requests, such as customer references, marketing initiatives, and teamwide projects
- Familiar and engaged in Industry trends
- Host/assist with Executive Business Reviews as well as contact for with C-suite
- Involved in customer negotiations in an effort to prevent churn
- Upsell additional products/services to customers
- Be familiar with CSM negotiation and quota management
- #LI-LH1
- #LI-Remote
What we're looking for:- Bachelor’s Degree preferred
- Minimum of 5 years experience in a customer service role
- Strong interpersonal, organizational, and communication skills
- Time Management amp; work/life balance
- Proficient with Excel, Word, PowerPoint and Google Suite
- Salesforce experience
- Experience using video conferencing systems (Zoom or GoToMeeting)
- Customer Success Software experience: Gainsight experience or ClientSuccess for Captio product
- Product Demonstration Skills
- Collaboration software experience: Confluence experience (or Wrike experience at Captio)
- Creative - out of the box - solutioning
- Excellent follow-up skills to ensure customer expectations at met
- Ability to meet changing priorities
- Ability to demonstrate all product features
- Quota Management experience
- ZenDesk experience
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment. Job Specification
Emburse
Information Technology and Services - London, United Kingdom