Senior Customer Success Manager

This role is all about delivering exceptional experiences and accelerating value for customers through three core pillars; Partnership, Adoption and Value Realisation. The successful candidate will be responsible for maximising value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption.

• Deliver exceptional customer experiences
• Maximise value realisation and ROI
• Build strong long-term partnerships

What you'll do:

As a Senior Customer Success Manager, you will play a pivotal role in leading customers through their digital transformation journey. You will be responsible for maximising the value realisation and return on investment from the solutions and services they purchase. Your role will involve increasing solution adoption and usage through a clear plan, while also building positive relationships at senior levels within some of the largest companies in the UK. You will be tasked with account strategy planning and building success plans to drive loyalty, advocacy, and minimise customer attrition. Additionally, you will track accounts' performance, lead critical blocking issues with a clear execution plan, and drive towards resolution.

• Lead customers through digital transformation with a clear view of customer objectives and key performance indicators.
• Maximise value realisation and return on investment from the solutions and services they buy.
• Increase solution adoption and usage with a clear plan.
• Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK.
• 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.

What you bring:

The ideal candidate for this Senior Customer Success Manager position will bring a wealth of experience in post-sales account management within the realm of Digital Marketing. You should have strong experience in Digital Marketing Solutions along with proven effectiveness managing an account portfolio of large, global, sophisticated strategic accounts at a senior level. Your ability to drive customer retention initiatives achieving high retention rates and customer satisfaction is crucial. You should possess strong communication skills, both written and verbal, and have a knack for high-level critical issue management. Your ability to anticipate and identify ill-defined problems/issues will be key in this role. Lastly, your strong presentation skills will be utilised across all levels of audience.

• Bachelor’s or Master’s degree.
• Minimum 5 years experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social).
• Strong experience in Digital Marketing Solutions.
• Proven effectiveness managing an account portfolio of large, global, sophisticated and strategic accounts at a senior level.
• Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS).
• Strong communications skills (written & verbal).
• High level critical issue management.
• Able to anticipate and identify ill-defined problems/issues.
• Strong presentation skills at all levels of audience.

What sets this company apart:

The company prides itself on its commitment to building exceptional employee experiences where everyone is respected and has access to equal opportunity. They believe that new ideas can come from everywhere in the organisation, and they are always open to the next big idea. The company offers an exceptional work environment that is recognised throughout the world on Best Companies lists. Employees are surrounded by colleagues who are committed to helping each other grow through a unique approach where ongoing feedback flows freely.

What's next:

If you’re looking to make an impact in a company that values innovation and diversity, this is the role for you!

Apply Today by clicking on the link!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates