Due to our ongoing growth, IntelligenceBank has a newly created role based in the UK for a Senior Customer Success Manager to support our clients in the UK and Europe. This role is a critical part of the value proposition of helping clients make their online work seamless. Reporting to the Chief Customer Officer, this exciting and diverse role involves account management, support, implementation support, training, administration, upsells and liaising with sales and product teams. Specifically, duties for this role entail:
Account Management and Account Support
Manage a portfolio of UK and European clients, developing an in-depth understanding of these accounts in terms of the problem IntelligenceBank is solving for the client, and the structure of the platforms configured
Actively seek ways to provide clients with additional value with new tools, users and use cases.
Multi thread accounts and map key stakeholders across the organisation.
Answer customer support calls and assist customers with their questions and feedback in a timely manner. This includes technical configurations, support and troubleshooting
Monitor the HelpDesk for APAC and NA clients outside business hours for these regions (but during UK business hours), providing first level support where possible. This will help assist your colleagues in other parts of the world
For new accounts or upsells that do not go into the Implementation team, configure new platforms based on clients' request and update back-end fulfilment systems
Train Main Admin users to use the software and show how helpdesk is used
Identify upsell opportunities, provide pricing and quotes
Achieve upsell goals and process renewal sales in CRM system and back-end systems (Salesforce)
Meaningful Meetings - schedule frequent in person and online 'catch ups' with key customers to talk about their usage of the service, and new features they could use
Contribute to CSM related special projects as they arise
When major new features are released, organise phone training with select clients, and conduct webinars
Get customer feedback on new tools and features desired
Assist Sales Managers with advanced product demos
Implementation Support
Play an active role in the implementation process for allocated clients, including setting up client workshops where initial requirements are gathered, completing workbooks with the client on platform configuration, and sharing these requirements and documentation with the allocated Implementation Manager for configuration
Following implementation processes using IntelligenceBank documentation and tools, and as agreed with the Implementation Manager, undertake certain elements of configuration or build
Be the key point of contact for the client during the implementation process, managing timelines and testing prior to project completion and handover to BAU
Record all hours against the relevant Salesforce order or other tools provided by IntelligenceBank in a timely manner
Raise and monitor Jira tickets raised for clients during their implementation with Dev/Ops and Technical Services teams
Escalate client issues that cannot be resolved effectively or smoothly to the Delivery Lead, Project Manager or Delivery Manager as appropriate
We're looking for someone who is comfortable working in a remote environment with a global workforce. Extensive experience supporting and growing enterprise SaaS clients is key. Read on and see if you've got what it takes to be part of our innovative and growing team:
Account Management/Customer Service/Support delivery experience within a SaaS/software or professional services consulting business
Passion for solving business and technology challenges with leading edge solutions
Energetic, motivated and driven with a great work ethic and highly developed relationship skills
Highly autonomous whilst at the same team being a team player
Excellent verbal and communication skills, with a high level of attention to detail
Time, Priority Management and Problem Solving skills
Technical skills – exposure to Salesforce or other CRMs, Microsoft Excel skills desirable
An understanding of Marketing and/or Martech is advantageous
Our Company Expectations
IntelligenceBank has a strong culture of innovation, going the extra step for our customers, and collaboration amongst team members. We believe our people are our most important asset and cultural fit is a very important part of the hiring process. The following are the personal aspects we look for in each candidate.
Be a team player, and work well with others
Respect colleagues and clients
Contribute new ideas to benefit the overall business
Have a positive attitude and "go the extra mile"
Constantly look for ways to promote or improve the business and product
Timely attendance to all meetings, and timely reporting (when required)
Integrity
Next Steps:
Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status.
Our application process includes phone screening, face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks.
So apply now and we look forward to getting to learn more about you!
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