Reporting into the Director, Customer Success – Commercial, you will be responsible for retaining, delighting, and growing our customer base. You will be an advocate and ensure a high level of customer satisfaction across the entire account portfolio and whole customer lifecycle to ensure customer retention, drive loyalty and achieve quantifiable business results. Your main objectives are customer retention, satisfaction, and success.
Key Responsibilities
- Develop customer centric account plans to ensure customer satisfaction throughout the customer lifecycle and communicate the progress of your account plans internally and externally
- Manage the frameworks and engagement models for a tiered CSM structure and customer care elements (such as onboarding and implementation support, health check-ins, strategic reviews, churn monitoring, upsell alerts, renewal strategies, etc.).
- Monitor, analyze and interpret trends in customer metrics at every stage of the customer journey and report back to business.
- Collaborate with the Sales team on account strategy development for strategic customers, understanding and defining customer vision and strategy for maximizing their investment in Nearmap products.
- Ensure highest level of customer satisfaction across all client accounts and nurture customers for advocacy.
- Promote client satisfaction and loyalty by understanding each business’s unique (and evolving) needs, delivering value and exceeding expectations.
- Help drive customer success through initial on-boarding and clarification of success metrics with the customer, product adoption, retention and growth initiatives to maximize customer value and investment and optimize customer lifetime value.
- Be a trusted and knowledgeable advisor and build strong and long-lasting customer relationships.
- Experience working with B2B audiences, preferably with a technology company.
- 5+ years’ experience in a customer success or key account management role in a high- tech company or SaaS environment.
- Stakeholder management (internal + external)
- Experience with escalation management working with Sales, and Support.
- Experience in developing and executing customer centric strategies and plans on assigned accounts to maximize the customer value from technology solutions.
- Excellent intrapersonal skills with the ability to articulate verbally and in written form with customers and internal stakeholders.
- Strong negotiation skills and ability to prioritize effectively.
- Excellent at building trusted relationships with executive sponsors and customers.
- Strong commercial acumen, proven ability to build and maintain relationships.
- Salesforce competence and Microsoft office skills
- Excellent program management skills, with a unique blend of creative problem solving, business acumen, and analytical aptitude.
- Able to work autonomously and take initiative
Some of our benefits
Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.
Working at Nearmap
We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.
If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch.
Watch our culture video below to find out more about what a day in the life at Nearmap looks like.
Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.
