Customer Success Manager

Salt is proud to once again partner with this Globally Recognised Software Giant as they source for a driven Customer Success Manager to join their CS team on an 12 month contract position. This role will be focused on delivering exceptional experiences and accelerating value for their customer base, maximising value realisation and return on investment in complex, multi-regional strategic enterprise accounts.

You will effectively build strong long-term partnerships with a focus on product adoption and lead their customers through digital transformation by advising on strategy and collaborating with multiple internal teams and departments, understanding their business goals and objectives, design success plans and establish governance frameworks with the aim of accelerating customer value through the product lifecycle.

Key Role Requirements:

• Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
• Maximise value realisation and ROI from the solutions and services they buy
• Increase solution adoption and usage via a clear plan
• Build positive relationships at senior levels
• Manage account strategy planning and building success plans to drive loyalty, advocacy and minimise customer attrition
• Track accounts’ performance and lead critical blocking issues with clear execution plan and drive to get closure
• Build and grow relationships for the clients strategic portfolio of multi-solution, multi brand clients
• Support in building a strong post-sales strategy for the portfolio of accounts to ensure customers maximize the value on their investment in the client’s products
• Build a strong business relationship with internal teams
• Lead on new retention and growth initiatives that deliver value ensuring scalability for customer success

Key Skills Required:

• You will ideally hold proven experience in post-sales account management in Tech or a pre-sales, marketing/creative agency or consulting background
• Proven effectiveness managing an account portfolio of large, global, sophisticated and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor
• Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction eg. NPS
• Strong communication and problem solving skills