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Executive Search & Selection

Customer Success Manager

Job Reference: J7191 Job Role: Customer Success Manager
Job Type:
£35k + 10% OTE
Job Sector:
Full Benefits package
Job Description:

You have the best customer management skills and love a challenge. You’re passionate about engaging your customers and expanding their use of your products. You have impeccable relationship skills and can create win/win environments for all parties. If this is you, Sohonet is growing quickly and we would love your help in taking care of our customers!
Customer Success is being able to listen to customers’ feedback constructively without taking it personally. You have to be a self-starter with a killer work ethic because it requires you to take the initiative building relationships with customers and your co-workers alike. If you enjoy working across all facets of a company — product, sales, marketing, support, etc. — then this role is for you.

● Become a product expert in order to give demos to potential customers
● Own overall relationship with clients, which include: Increasing adoption, ensuring retention, and satisfaction.
● Manage the Multi-product onboarding of new clients
● Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
● Develop, prepare, and nurture customers for advocacy.
● Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
● Work to identify and/or develop upsell opportunities.
● Advocate customer needs/issues cross-departmentally.
● Gather feedback on managed products ● Ability to communicate efficiently across various departments

● Prior experience in Customer Success or equivalent. Proven ability to drive continuous value of our product(s).
● Comfortable working with clients of all sizes.
● Impeccable written and verbal communication skills.
● Detail-oriented and analytical.
● Must be a self-starter — highly independent but a team player, able to hit the ground running
● Thrives in a multitasking environment and can adjust priorities on-the-fly.
● Prior experience working in media and/or tech

● 3+ years of relevant experience.
● Prior experience with CRM (e.g. Salesforce), web analytics (e.g. Google Analytics), customer case submissions portals (e.g. Zendesk), issue tracking tools (e.g. JIRA), and email communication platforms (i.e. MailChimp, Marketo, Pardot, etc.)
● Prior experience with Zendesk or any kind or submissions portal
● You’re driven: No one needs to push you to excel; it’s just who you are.
● Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
● You want to help and serve our customers: They win, so you win.

When you apply for this job, your details will go directly to the consultant handling the position and you will receive a confirmation email.