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Customer Success Lead


Posted on7th November 2019

Salary/Rate£50000.00 - £70000.00 per annum

Job typePermanent

Our refBBBH33431

About this job.

Customer Success Lead- Edinburgh (£50,000- £65,000)
The Role
Our client believes that Customer Success is directly related to their success as an organisation.
As the Customer Success Manager, you will partner with clients to deliver predictable outcomes and experiences for their own clients and predictable growth for their business by:
*Delivering and communicating ROI for our clients, throughout the customer lifecycle
*Being the trusted partner for the customer on use-case and product functionality
*Quarterbacking experiences by various cross-functional teams, on behalf of the customer
You will understand customer outcomes through ongoing collection, analysis of data and feedback and turn this into onboarding, retention strategies, and feed these into the product road map. You'll be involved in all aspects of support, account management, demonstrating the product updates, educating customers and more.
You will also be responsible for the Customer Success Team (currently 4 team members) which includes overall responsibility for management of customer accounts, operations and data quality and will have overall responsibility for the portfolio of customers.
Skills and Experience
A solid level of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role in Fintech, SaaS business or similar and experience of working in a high growth, fast pace technology start-up environment
Experience in working with complex, multi-divisional, multi-geographical customers
Strong leadership skills with experiencing managing both external and internal stakeholders
Impressive executive presence and communication abilities with strong consultation skills
Ability to create structure in ambiguous situations and design effective processes
Passion for technology and for being a part of a fast-growing SaaS company
Technology savvy and competent in MS Office/CRM/Web based productivity tools (Zendesk, Slack, Confluence, and the like)
Comfortable seeking and giving feedback to enable setting of high standards in the team
Proactive in engagement both externally and internally
Able to handle difficult situations confidently with a win win ethos always in mind
Able to juggle tasks calmly and effectively with a view to continuously improving quality of results/service

Please send in your CV if you have relevant commercial experience in this area and I can give you a call to discuss

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