Senior Client Success Officer (Key Account Manager)
Signal, United Kingdom
Job Description
About Signal: Signal Ocean is the technology arm of the Signal Group. Our primary products, The Signal Ocean Platform and API Suite, enables shipping professionals to securely handle, integrate, and assess diverse collections of private and public shipping data. Driven by advanced machine learning and artificial intelligence, our technology suite provides tailored, exclusive insights that support our clients in achieving greater performance, efficiency and market transparency. Insights are delivered over web and mobile applications, through a rich set of APIs and SDKs, and a Data Warehouse solution. Our backend architecture is abstracted to modularly offer deep analytics capabilities that are leveraged in the solutions that we offer or can be directly embedded in our client’s system topologies.
About the role: We are seeking a dynamic and client-focused individual to join our team in London as a Senior Client Success Officer. As a Senior Client Success Officer, your key role involves managing the regional client portfolio, onboarding and training new clients, ensuring they derive maximum value from our offerings, as well as upselling both the platform and numerous APIs. You'll drive client satisfaction, adoption, engagement, retention, and ARR expansion. Responsibilities include: maintaining communication on product updates, gathering feedback, collaborating with Product Managers and analysts to enhance our offerings, and establishing opportunities for further adoption. Ultimately, you will build relationships with clients and align with the product organisation to enhance client success. Our sales model is high-touch and outbound. We have captured over 50% market share in crude oil transportation, one of the markets we are addressing, so at such high levels of penetration nurturing the ‘lost’ pipeline is also key. The role demands a blend of business understanding, B2B SaaS expertise, technical skills, and an understanding of client data needs, akin to key account management.
What you will do in this role:
- Client Relationship Management: Build strong client relationships and serve as the main point of contact, pivotal for onboarding, training and engaging users as well as securing contract renewals, upselling, and ongoing business partnerships. Be responsible for Salesforce CRM process and data hygiene.
- Needs Assessment: Understand the unique objectives, challenges, and opportunities the professionals within our addressable markets have on a daily basis.
- Client Support: Own client support and deliver 5-star client support over various channels, most notably over Intercom (client support SaaS based on content and chat)
- Sales Enablement: creating, maintaining, extending and continuously leveraging and improving a collection of sales, client success and marketing enablement assets that assist us convert more and faster
- Collaboration: Work closely with sales, sales operations, marketing, product and analytics teams to support clients effectively.
- Usage Strategy: Monitor and analyse client engagement patterns to devise effective strategies for maximising platform utilisation.
- Engagement and Communication: Conduct regular check-ins, gather feedback, and identify amp; act on expansion opportunities.
- Training and Education: Deliver tailored platform training and educational resources to users to optimise their use of our services.
- Client Advocacy: Advocate for client needs within the organisation and drive improvements.
- Industry Insights: Stay abreast of shipping industry trends, regulations, and competitor offerings to provide informed recommendations and insights.
- Lab approach: Run experiments to continuously remove friction from our various user journeys during onboarding, training, engagement and beyond. Own and update our Client Success playbook
Requirements
What you bring to the team:
- Bachelor's degree in business, communications, or related field.
- Proven experience in a client-facing role, preferably in a B2B SaaS and/or shipping/technology environment.
- Strong interpersonal skills, with the ability to build rapport and communicate effectively with clients at all levels of the organisation.
- Excellent problem-solving and analytical abilities, with a keen attention to detail.
- Demonstrated ability to manage multiple priorities in a fast-paced environment and meet deadlines.
- Expert knowledge of client success software tools, ideally Salesforce CRM, Intercom (already in place) and Apollo, Gong, Totango, Gainsight, etc (under consideration)
- Knowledge of the shipping industry or related domains.
- Willingness to travel for client meetings and/or industry events.
Benefits
What we offer: