Workplace policy: Remote
Job location: UK (ideally with Swedish language capability)
Employment Type: Full-time
Department: Sales and Marketing
Experience: 4+ years
Compensation: Commensurate with experience
Add Skills: Customer relationship management, CRM, customer service, Visual Intelligence, loyalty & retention
The Customer Success Manager is responsible for all clients once they have agreed to close the deal. You are our link to the client, acting as a bridge between Operations and Sales and your customer insights will inform our Product Management team. You will nurture the customer relationship, ensuring they are all set up and can get optimal value from the product, delivering a seamless experience working with Spinview.
This role covers eight key pillars:
1. Onboard new clients
Customer onboarding and pilot project deliverables are your most important tasks, and this process generally defines the success of the partnership. It’s essential to educate customers on how to use our product, which features to focus on and what they need to learn. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals.
2. Customer relationships
The Customer Success Managers create engagement strategies with clients through the provision of product and operational services, training, and customer service. It is the role of the CSMs to create and maintain long-lasting and healthy relationships with customers. Overall, the Customer Success Manager ensures that the customer gets the best service to enhance their satisfaction
3. Customer training
Platform and product training has a huge impact and brings success to the business. It sets up customers for success by making it easier for them to take advantage of our product. Customer Success Training involves things like visiting customers and scheduling conference calls that give them customised training on how Spinview’s product can be used to meet particular needs. It’s important that customers are aware of resources available for learning about our product and that they’ve got tools letting them take advantage of everything our product offers.
4. Understand, evaluate and analyze customer needs
Promote the success of a business by regularly checking on how the company’s product is meeting our customers’ needs and whether there are areas for possible improvement; paying attention to feedback on the product while also gathering insights on the overall experience of using the product especially on whether the documentation was easy to use and whether the transition to using the product was smooth and feeding back to the operational team and product teams are key.
5. Project Management: ensure all agreed deliverables are met and on time by all relevant teams in Spinview
It goes without saying that the Customer Success Manager operates within dual teams – Sales and Support. It’s crucial that you know how to balance the projects and assign the specific work to the right individuals in the team, ensuring timely and high quality deliverables. Successful partnership with the Quality Assurance team, Technical Operations team and any other department required for successful onboarding, customer setup and delivery is essential for this role
6. Act as a customer advocate
You are our customer’s advocate, responsible for making sure customer feedback is heard and acted upon. As the voice of the customer, you will need to successfully convey to the product team what a customer’s needs are, mediating between the customer’s needs and the company’s vision.
Customers will come to you with enhancement requests that need to be vetted and explored to understand the business reasons prior to bringing the requests to Product Management, knowing that not all enhancement requests are possible.
7. Encourage customers to upgrade their products
With your proximity to the customer experience, you will play a pivotal role in persuading customers to upgrade to higher plans identifying opportunities for the company to provide additional services.
You will serve as the company’s firefighter, always finding the best solution and resolving any customer issues as they arise.
8. Promote customer loyalty
Keeping across customer renewal periods and arranging contract renewals will support the pivotal goal of loyalty and retention, preventing churn. In the cases where we do lose customers, you will help us to get the insights to learn from what happened and adapt our processes.
To apply please email [email protected] with your cv and cover letter or video.