Reporting to : Head of Customer Success
As a Customer Success Manager, your primary responsibility is to ensure that our customers receive the best possible outcome from their solution, resulting in the renewal of their licence subscription.
Utilising your knowledge of Transversal’s products and technologies, you will identify ways for customers to achieve more from their solutions.
Your experience of working with major blue-chip clients will see you work within your assigned customer portfolio, throughout the entire customer lifecycle.
Your aim is to nurture the customer, build collaborative relationships, listen to your customers’ needs and requirements, learn about their operations and plans, and then build continuous development plans with the customer to ensure they receive the maximum ROI based on their goals and objectives.
Handle overall responsibility for managing the solutions for an assigned customer portfolio
Continuously deliver outstanding, responsive engagement and exceptional service
Provide best practice recommendations and strategies to ensure that your customers receive the best possible outcomes from their Transversal solutions
Lead customer meetings, including presentations, to potentially large groups of stakeholders of differing seniority
Minimise churn by facilitating maximum retention levels for the customers
Benchmark progress on a regular basis, analysing any available data, to ensure achievement of the agreed business objectives
Develop continuous development plans for customers, working with them on their critical drivers and success factors, to establish the best way to demonstrate this ROI
Maintain a detailed overview of Transversal’s product portfolio, functionality changes, and services alongside competitor and market trends.
Skills & Experience
Understanding of the knowledge automation market and associated technologies
Exceptional customer relationship management skills
Excellent time-management skills
Ability to excel in a deadline-oriented work environment, with minimal supervision
Confidence in dealing with stakeholders of all seniority levels
Great verbal and written communication skills, to ensure smooth communication with all stakeholders, and generate effective documentation
Strong organisational skills with attention to detail
Demonstrable experience in analysing trends and delivering recommendations to customers
Positive attitude, with an eager and proactive approach
Strong commercial understanding
Ability to travel as and when required
Highly proficient in Microsoft Office, Salesforce, Confluence, Jira