We're the edge for private equity and corporate Mamp;A, helping them successfully invest in the best ideas, people and products that will transform our world.
Do you have an entrepreneurial spirit?
Do you want to work with the latest AI?
Do you get excited about launching new and innovative products?
Do you relish helping customers solve transformational problems in their organisation?
If yes, read on.
We seek an experienced person to join our Customer Success team to help our clients maximise the value of their investment in our proprietary AI-powered web app, Prism.
Role: Customer Success (manager grade)
Reporting to: Director of Prism
Salary: c.65,000 dependent on experience and level of seniority
Term: Permanent Full-time
Location: London based office, with opportunity for hybrid work.
About Palladium Group:
Palladium Group is an innovative and fast-growing product and consulting company specialising in Private Equity (PE). As part of the larger Next 15 Group, it provides the perfect combination of a young and dynamic fast-growth business coupled with the stability of a listed parent company. There are opportunities for people at all levels to make an impact and shape what we do. We value entrepreneurship, adaptability, intelligence, creative problem solving.
Our work is focused on partnering with PE and PE-owned businesses in the UK, Europe and US to increase enterprise value. We offer Transaction Advisory and Value Creation services, supported by our proprietary AI-powered platform, Prism. Our work is lauded by industry experts for its quality and scale, most recently being recognised with the Gold award for Best response to the covid crisis and Overall Winner at the International Digital Experience Awards 2021.
As Customer Success at Palladium your responsibilities will include:
- Own the KPI for customer contract renewal of the Prism product.
- Lead client engagement and satisfaction, pre and post sales.
- Project manage onboarding and setup of the Prism product for new clients.
- Deliver in-person and remote training to clients on how to use Prism and AI tools.
- Gather and document customer requirements from workshops and training sessions.
- Use analytics to measure and track client usage and take proactive steps to foster client engagement.
- Create high quality education and marketing materials for clients that is impactful and inspiring, ranging from blog posts, to help articles, to how-to videos.
- Identify and act on opportunities within accounts for on-sell and up-sell, and contribute to the development of new business proposals and propositions.
- Collaborate closely with the product engineering team to help deliver the product roadmap, taking an active role in prioritisation, requirements gathering, testing and release processes.
- Participate in internal company development, actively contributing to both ongoing activities (such as internal training, mentoring and thought leadership) as well as bringing your ideas and experience to the development and execution of new initiatives that will contribute to the ongoing growth of Palladium.
Requirements
- Degree in related field or equivalent commercial experience.
- 5+ years experience working in a Customer Success or similar role for a digital product.
- Experience working in a team that has grown a SaaS product in a B2B market.
- Confident in a sales and customer relationship role with the ability to quickly build client rapport.
- Track record of supporting a sales team to win new business.
- Accomplished presenter with experience of delivering training to large groups.
- Significant exposure to software / service development with demonstrable knowledge of the full product lifecycle.
- Technical aptitude and interest in emerging technology themes such as AI.
- Managing client requests, competing needs and client expectations.
Benefits
- Flat org structure and skills/capabilities-based project resourcing
- Mentoring scheme to support your career
- Annual discretionary bonus
- Pension - Palladium will contribute 3% to your 5% employee contribution
- Training 1500 personal development and training allowance
- Leave - 23 days annual leave + Christmas office closures
- Employee Assistance Programme with free counselling
- Cycle to Work scheme
- Green Car scheme
- Discounts and Perks via Discount platform
- Opt-in private Dental Insurance
- Free Thursday lunches
Equal Opportunities
Palladium is committed to promoting equal opportunities in employment.