Customer Success Manager

at Bond Personnel (view profile)
Location Dublin, Ireland
Date Posted February 7, 2020
Category Information Technology
Job Type Permanent (Full-time)
Salary Range Negotiable

Description

Incredible opportunity for a talent Customer Success Professional in this key role within a dynamic and exciting young company.

Our Client is a cutting edge technology company that has established itself as the preferred supplier in their field to industry leading enterprise software companies.  They provide their clients with comprehensive telemetry & business intelligence solutions that allow them to protect their intellectual property and convert any licensing breaches into paying customers. They are now seeking to recruit a Customer Success Manager for their Dublin office. This position is key to ensuring that the company consistently exceeds customers’ expectations.

The position requires a minimum of 3 years’ experience in a similar customer facing role. You must possess a combination of customer success skills, business acumen and sales experience, as you will engage with multiple different stakeholders within our customers’ organizations.

 

Core Role Responsibilities:

Pre-Sales Support:

  • Collaborate with the Sales team to provide support for pre-sales engagements and customer benchmark/pilot projects.
  • Document and present the benchmark results.

New Customer Onboarding:

  • Manage transition of new customer relationships from Sales and assume responsibility for the ongoing management of the customer.
  • Develop a repeatable methodology for onboarding new clients (checklists, processes, etc.).
  • Nurture new customers through each step of the onboarding process – answering questions, educating new users.
  • Establishing a trusted advisor relationship with our customers.
  • Work with the business and technical teams to ensure that all the customers’ requirements are delivered.

Customer Adoption:

  • Champion product adoption by customers.
  • Develop Success Plans for new customers that outline critical success factors, metrics for success, potential issues, and provide recommendations.
  • Ensure that customers understand product’s capabilities, how to use our technologies effectively and maximize the return on their investment.

Ongoing Customer Satisfaction:

  • Ensure our customers’ ongoing satisfaction with our products.
  • Work with customers to set goals and schedule periodic calls to review achievements against goals.
  • Keep existing customers informed of new product enhancements.
  • Monitor new customer adoption of products.
  • Create upsell opportunities within accounts, for example by converting customers from Professional to Enterprise tier accounts.
  • Report to management on customer adoption of product, highlighting accounts with issues, and proposing solutions.

 

Required Skills and Experience:

  • A minimum of three years in a similar customer success role within a software company.
  • A passion for delivering customer success.
  • A desire to learn new skills and educate our customers.
  • Experience working closely with Sales.
  • Very strong verbal and written communication skills.
  • Excellent presentation skills. Comfortable interacting with a broad range of customers, partners, and colleagues.
  • Ability to understand our technology and communicate its value to customers.

 

Educational Requirements:

  • Business or Technical Bachelor’s degree preferred.

 

Other Candidate Requirements:

  • Professional commitment to high quality, and a passion for learning new skills.
  • Detail-oriented individual with the ability to rapidly learn about new concepts and technologies.
  • Excellent English written and verbal communication skills.
  • Must be a strong team player and must also have the ability to self-manage their day-to-day workload.
  • Some travel to customer sites will be required.

Very competitive basic salary and benefits package on offer for the right person.

APPLICANTS SHOULD HAVE FULL EU WORKING STATUS AND 100% FLUENCY IN ENGLISH

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