The Customer Success Manager will be responsible for the relationship with our customers and influencing local business activities relating to customer relations. This role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board.
Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI.
Assist in pre-sales system demonstrations and technical meetings and complete necessary SOWs for customisations and/or integration requirements.
Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Salesforce and is kept up-to-date regularly.
Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates.
Gather local client feedback and deliver feedback to product teams and to help prioritise projects and shape product roadmap.
Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately.
Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth.
Identify opportunities for upsell and cross sell and nurture them through to handover to the sales team.
Evaluate and document implementation plans and specifications. Project-manage incoming client requests alongside product, acting as the voice of the client.
Renewal rate in number of customers and revenue in excess of 105% through:
Risk mitigation and churn reduction
Identifying up-sell and cross sell opportunities and nurturing these through to handover to sales
Experience working in the Fashion industry desirable.
Bachelor’s degree or equivalent experience in business, or related field.
Minimum 2 years previous experience in Customer Success or On-boarding.
Exposure to global Customer Service and understanding of international markets is desirable.
Experience with delivering on-site training and webinars and/or pre-sales demonstrations strongly preferred.
Ability to perform within a fast-paced, multi priority setting.
Customer-first mentality; ability to empathise and build customer loyalty.
Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration. Previous experience with technical integrations preferred.
Strong critical thinking, analytical, and complex problem-solving skills.
Highly motivated, “do-er” with strong sense of collaboration, ownership, urgency and drive.
Excellent interpersonal skills for phone troubleshooting and writing skills through email.
Excellent time management and communication skills.
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