Job Overview
Customer Success Manager, EMEA at Unily. Location: Lower Eashing, England, United Kingdom.
Responsibilities
* Be the primary point of contact for designated portfolio of customers across varied sectors and industries, establishing a trusted advisor relationship and acting as the customer advocate into the business.
* Work with customers to establish critical goals or other key performance indicators that can be measured to determine success.
* Help customers achieve success and increase adoption by understanding their vision and advising how the Unily platform can meet their requirements.
* Use analytics data and other measurement tools to understand where usage of the product can improve and work with customers to implement change.
* Conduct regular business reviews post product implementation with client stakeholders to ensure return on investment is being achieved and platform objectives evolve with business needs.
* Recognise, address, and escalate customer needs/issues cross-departmentally to ensure quick resolutions.
* Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal.
* Prepare and educate customers on new features and releases and support the implementation of these.
* Maintain a deep understanding of the product, keeping up to date as it evolves.
Knowledge, Skills And Experience
* 5+ years experience in a Customer Success Management, Account Management or Partnership Management role.
* Experience in managing a portfolio of £1m plus ARR.
* Experience in managing large multinational organisations with 10,000+ employees.
* Experience working in a SaaS environment.
* Experience working with digital workplace platforms either as a manager or end user e.g. Jive, Interact, Jostle.
* Experience using customer success tools such as Planhat, Salesforce, Microsoft Office and Miro.
* Experience in a fast paced, dynamic and entrepreneurial company.
* Proficiency in the German language (either conversational or fluent) is preferred.
Required Attributes
* Excellent attention to detail.
* Solution driven.
* Ability to work independently and as part of a team.
* Must be organised and able to prioritise, multi-task, work under pressure and to deadlines.
* Proactive, motivated, calm and show initiative.
* Additional language – German speaker is a big plus.
Job Context And Other Relevant Information
Unily people are dynamic, smart and forward thinking, with a passion for first class delivery and customer service.
This Job Description is intended to provide guidance on the range of duties associated with the role. It may be changed to reflect or anticipate changes or to undertake additional duties as required by the Leadership Team.
Why Work For Unily?
In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:
* Our awesome team culture: results-focused and collaborative.
* Our industry leading product: we use and love it, and provide tools to become an Unily expert.
* The flexibility we offer: hybrid working with work-life balance.
* Our bright and modern office spaces, with a dog-friendly option.
* A comprehensive benefits suite: 25 days holiday plus birthday day off, Vitality life cover, Aviva pension, life assurance, income protection, and more.
* Commitment to sustainability and community: paid volunteering day, charity donation matching, and EV salary sacrifice options.
View Unily's UK & EEA Careers Privacy Notice here.
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