Position Overview: Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability.
We will not be successful unless our customers are receiving massive value from our service. As such, we need an Account Manager to own driving success for our customers.
This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Responsibilities:
Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry
Manage Customer Success Activities
Onboarding
Training
Professional Services
Customer Support
Customer Success Management
Renewals
Cross-sell / Up-sell
Advocacy
Measure Effectiveness of Customer Success
Define operational metrics
Establish system for tracking metrics
Expose subset of metrics to executive team, company and board
Foster collaboration within team and across customer lifecycle
Enhance Effectiveness and Efficiency Through Technology
Support systems
Customer marketing software
Reference and advocacy solutions
Customer Relationship Management platform
Inspire Customer Success Across Company
Create company-wide culture of Customer Success
Align with Marketing around marketing to existing clients
Align with Product around driving product roadmap
Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
Align with Finance around measurement and forecasting
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal customer
Create company-wide customer feedback loop
Required Experience / Skills:
1+ years experience in a customer-facing organizations
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Relevant Bachelor’s degree; preference for computer science or related degrees
Qualified and interested candidates to send their CVs to hr@emomentum-interactive.com on or before 16th May 2016