Customer Service Support - SaaS Success

London / Flexible / Hybrid

Why should you apply?

Due to continued growth within the industry we are now looking to expand our Customer Success teams across our clients. The teams and environments we work with are collaborative and focused, and often multi-award-winning technology. Most of our clients the culture is entrepreneurial and innovative, where they drive vision, strategy, and getting things done!

As our Customer Success Manager

You will be responsible for owning the full customer journey and life-cyle post sales and ensuring customers gain maximum value from the software in every aspect of their day to day operations. We are looking for resilient and confident individuals to bring the CS function to the next level.

You will bring your personal experiences to the team, our clients value input and are always welcome to learn new and better ways of doing things.

You will have technical curiosity coupled with a desire or current understanding of the specific industry. A powerful mindset with a nurturing head to find solutions and create clarity.

You will love to be logical and methodical in your approach to the customer success mission, able to manage accounts to drive product intimacy, identify additional revenue opportunities, minimise churn and drive customer satisfaction.

What will you do?

Strategic Lifecycle Success Mapping - Be able to effectively translate customer business cases into a measurable and attainable value roadmap. Ability to review, revise and adapt a success roadmap based on customer's changing circumstances or requirements.

Effective Change Management - Be able to assess customer's change management needs, provide guidance and support. Able to co-design and implement activities and initiatives aimed at change management facilitation. Internally can drive change initiatives aimed at process improvement/customer outcomes.

Superior Project Management - Be able to identify, initiate, and drive project initiatives against defined success criteria.

Active Listening and Versatile Communication - Be able to communicate in a timely manner with clarity and purpose. Skilled at anticipating questions/issues and proactively addressing them. Understands the importance of visible communication and information sharing where relevant. Applicable to both customer and internal communication.

Passionate Product Knowledge - Be able to contextually demonstrate Precursive, our products key features and benefits. Understand the limitations of the product and can easily provide best practice related to use case or problem statements and also be able to present a product roadmap.

Diverse Industry Knowledge - Understands key drivers in customer's business model and wider, competitive landscape. Familiar and comfortable in discussing business performance against key business goals and kpis. Be able to Identify behavioural industry trends and pro-actively share tips and tutorials on how customers can adapt software to address trends using media content that will reach global audience (webinars etc)

Organised Sales Cycle Management - Able to identify opportunities, qualify them, manage and close sales cycle with customer and internal stakeholders. Tracks, updates, and communicates progress to relevant parties.

In-depth Discovery & Process Mapping - Able to identify the need for discovery. Runs and documents discovery in a structured and robust way, pulling relevant resources where necessary. Performs process mapping aimed at understanding the 'as is' as well as potential product improvements. Runs process mapping in such a way to get the most out of it - can easily identify adoption or growth opportunities, as well as risks.

Versatile Stakeholder Engagement - Able to engage internal and customer stakeholders at different seniority levels in a meaningful and purposeful way with communication and engagement strategic in nature.

You could be a great fit if you have

• 3+ years working in enterprise customer success, account management, professional consulting, professional services for a SaaS company, or similar
• A passion for helping solve customer problems
• An ability to take initiative, work independently and get things done
• Excellent communication and interpersonal skills, with attention to detail
• Some experience with network and hosted voice technology
• CRM, billing, and support platform experience, such as Salesforce.com, Zendesk
• Financial accounting software experience, such as Sage, Quickbooks, Yardi
• Technically confident thinker with the ability to digest technical concepts and problem solve effectively
• Have a passion for startups, digital transformation and AI.

RESUH and CSRESUH are leading Customer Success Partnership Consultants working with multiple start-ups and established product teams for scale and leadership.