Job Description

• You are passionate about learning and helping customers achieve success

• You think curiosity is a great virtue

• You enjoy problem-solving and address challenges proactively and with enthusiasm

• You have a natural resilience and the ability to focus on positive outcomes

• You find it easy to understand the motivations and requirements of others as well as the challenges they face

• You have a strong desire to take the complex and simplify it, and this comes naturally to you

• You are able to understand and apply data analysis techniques

• You can take responsibility for a challenge and ‘own it’

• You are motivated to achieve personal goals and customer goals

• You are invested in continually developing your skills and widening your knowledge

• You collaborate with other people well (for example, other members of a team and other teams within an organization)

• You love to innovate and think creatively

• You are passionate about Learning and Development

What does the role look like...

As a Customer Success Manager, your primary responsibilities are to:

• Provide an excellent onboarding experience

• Drive your client's success by understanding their challenges and vision and being their voice

• Driving retention and customer lifetime value by focusing on the success of the customer

• Personally seeing through issues, projects and engagements to completion, providing a reassuring, professional and personable point of contact for any of your customers queries

• Develop, prepare, and nurture customers for advocacy

• Ensure customers fully understand us and its philosophies

• Utilize both strategy and functionalities to achieve Customer Goals

• To co-construct and achieve KPI’s to enable customers to show business value to their organization and provide data to reference and show how company is being used effectively

• Identify opportunities to develop each account and maximize portfolio investment

• Construct success stories with your customers and the internal marketing team

• Identify opportunities for award entries in partnership with our customers

The role will require you to work closely with multiple teams including Sales, Support, Product Development, and Marketing. Of course, you will be expected to roll up your sleeves and work with the wider team in shaping and implementing the strategies to achieve exceptional experiences for all our customers.

With great interpersonal skills, you will develop key relationships with your customers, empathizing with their core objectives. You will gain a deep understanding of their key performance indicators (KPIs), personal passions, strengths and weaknesses in the process. An advocate of learning, you will take a genuine interest in driving their success with Thinqi. To achieve this, you will adopt our ‘never stop learning’ approach, ensuring that you have a thorough knowledge of the product, its market, and competitors.

Your approach will need to be consultative and customer-focused. You will need to provide strategic technical advice and best practice guidance to our customers, ensuring that they are given the platform for success from the start of our partnership.

Benefits

• Competitive salary

• Annual leave: 28 days (including public holidays)

• Workplace pension

• The ability to take a firm hand in your career progression

Required Knowledge, Skills, and Abilities

As someone who prides themselves on being one step ahead of the competition, you will start the day by reviewing the status of current customers and prioritizing your actions for the day. Knowing that developing trusted partner relationships with all key customer stakeholders is vital, you will review and update your stakeholder maps and next steps in the CRM. Placing an emphasis on increasing customer retention and success, your next steps might be to hold consultative sessions with customers, capturing information on stakeholders, requirements and business needs. Noting down the outcomes of these discussions in the CRM, you will put together a customer success plan that focuses on what product improvement can be made, and the business benefits in doing so. Your next task might be to put together compelling customer success stories with the marketing team. Time for some ‘me time’ – this could be getting out to have some lunch, enjoying a walk or sharing Strava stats with other members of the team! After lunch, you could find yourself preparing product and market feedback documentation and then delivering this as a presentation to internal stakeholders. Later in the afternoon, you might take a moment to stop and enjoy our frequent cake culture at CDSM (undoing all that good work at lunchtime)! You may then find yourself reviewing and driving resolution for all high impact issues within your customer portfolio, considering opportunities to upsell where you feel extra value can be added. To finish up, you would write your end-of-day update, before clocking off knowing that you've put your name to the day, and then look forward to doing it all again tomorrow! Experience in one or more of the following: account management, technical account management, customer service, customer success management. Flexibility for travel as required. Communicate, challenge and influence your customers at all levels, including at executive and C-level, both written and orally. Work remotely using online tools for effective communication. Present to and train groups of professionals. Navigate and advise on complex customer issues. Quickly master CDSM’s solutions, capabilities, core concepts and beliefs. Grasp customers’ needs and suggest timely solutions. Priorities, multi-task and perform effectively under pressure. Understand, define and measure KPIs and success. Understanding and ability to apply Data analysis techniques. Advise on a resolution of issues in the current product-set. Enhance the development, implementation and post-implementation process. Interface with all levels of an organization. Exceptional customer and client experience focus. Thrive in a fast-paced, high-demand, dynamic and global work environment. Being degree educated, with a focus on data business-focused subjects. Having a solid technical background with hands-on experience in digital technologies. Familiarity with software and UX design. Knowledge of learning theories and methods. Experience with SaaS solutions and/or learning and development services.