Senior Client Success Manager
London, United Kingdom
6d ago

Buyapowa is a technology company based in London, with offices in Vancouver, Berlin and London. We operate the leading global refer-a-friend platform, which allows brands and retailers to identify their biggest advocates, then motivates and rewards them for introducing new customers.

Plugging seamlessly into an existing website or app, the Buyapowa platform does more than merely ask customers to refer their friends - it incentivises and equips them to share again and again.

Buyapowa is the only advocate marketing platform designed for large enterprises - many of which trade within regulated industries - we deliver a fully-compliant, secure and flexible solution that can be deployed anywhere in the world.

Buyapowa works with over 100 of the world's largest brands and retailers, including T-Mobile, Gap, Vodafone, First Direct, Formula 1 and BT.

Globally, we're a team of 40 employees and we're growing quickly. We've won awards both for our technology and our work with clients.

And we're passionate about what we do - so we like to get things done - but, at the same time, we have fun as a team and thrive off each other's energy.

The role :

The Senior Client Success Manager (CSM) is the primary liaison between Buyapowa and our Key UK & European clients.

As SCSM, you'll be responsible for managing those relationships and developing best practice and processes around successful client management.

You will be the primary point of contact for our growing portfolio of UK & European clients through regular and consistent engagement, demonstrating deep market knowledge and program expertise.

Ensuring satisfaction & engagement with key stakeholders through optimisation of platform features and creative solutions.

Ultimately delivering ongoing value leading to renewals and / or expansion.

The insight, analysis and advice we provide is key to our clients' success. Our expertise ensures referral becomes a significant customer acquisition channel, and our Client Success team is fundamental to making that happen

What you will do :

  • Effectively manage multiple Key Account client relationships
  • Educate and advise clients on the best practices for running referral marketing programmes using our platform
  • Develop robust processes for managing different tiers & categories of clients
  • Identify and implement new processes and working practices so our management of clients is efficient and scalable
  • Build effective workflows with internal teams (Implementations & Sales)
  • Build strong and lasting relationships with key client stakeholders
  • Increase usage, frequency and effectiveness of our platform with clients
  • Analyze and interpret data to offer recommendations to ensure the success of clients' programmes
  • Arrange regular performance reviews, calls and meetings with clients
  • Participate in contract renewal and extension opportunities
  • Develop a passion for turning your experiences with clients into learning and insight used to improve the Buyapowa product
  • Efficiently solve client issues with the support of the wider team
  • Attend regular internal Client Success meetings to provide an overview and insight of key clients to senior management team
  • Be an integral team player, putting energy and passion into your work
  • Coach and help develop other members of the CS team
  • You are :

  • An individual full of energy and passion
  • Ability to build strong working relationships
  • Passionate about technology
  • Highly motivated to drive their own success and achieve individual objectives
  • Business acumen with strong account management skills
  • 5+ years account management experience
  • Broad e-commerce experience and a understanding of e-commerce practices
  • Experience of managing enterprise clients in the UK & Internationally
  • Energetic self-starter with a passionate approach to work and attitude for success a great potential ambassador for our brand
  • Bonus points for :

  • Account management qualifications
  • Background working in or for regulated enterprise industries
  • Experience with Client Success software platforms
  • Why you'll love us :

  • You'll be part of a small, competent and highly ambitious team
  • You will own initiatives and have the autonomy to execute your plan
  • Be part of a rapidly growing business expanding internationally
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