Customer Success Manager

Job Types : Full Time
Job Locations : London Norwich
Closing Date : 31.07.2020
Salary : £30-£45k
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IN BRIEF

Our Client Success team advises a diverse range of clients – guiding them through their Rainbird implementation and ensuring they continually drive business value from Rainbird. 

We represent the voice of the client to the rest of the organisation and thrive on collaborating with teams internally to define new processes that will ensure we help our clients achieve their Desirable Outcome while meeting our business objectives. Key to this role is the capacity to listen to business needs and translate them into actionable insights for the client but also to optimise our product and operational processes.

RESPONSIBILITIES

  • Work closely with clients to discover their business needs and challenges. Translate findings into a strategic client plan highlighting best practices for use case definition, implementation, deployment and adoption
  • Maintain high-level of engagements with clients and coach them through the implementation of their strategic plan by working cross-functionally with internal teams to coordinate the delivery of technical support and training
  • Take responsibility for driving your accounts’ adoption and utilisation of Rainbird, as well as minimising churn by ensuring subscription renewal
  • Play a key part in shaping your accounts’ automation strategy
  • Work closely with sales, marketing, training, product, engineering to translate business needs into new solutions for clients (product features, training material, collaterals…)

EXPERIENCE

Must 

  • Product/Business Analysis/Technical Account Management experience in a tech environment (B2B, SaaS)
  • Experience working with Agile methodologies and software delivery practices
  • Proven track record of working in client-facing roles within the technology sector

Not mandatory but ideal

  • Experience working with professional services or financial firms on use cases in fraud detection, AML/KYC, credit decisioning, tax…
  • Experience with the full automation lifecycle using technologies such as RPA or intelligent automation platforms
  • Experience integrating with blue-chip systems within financial services (e.g. Actimize)
  • Experience working with CRMs

SKILLS 

  • Self-starter, who is proactive and keen to solve client problems
  • Team player with excellent communication skills
  • Flexibility, able to work independently and operate with uncertainty and change
  • Willingness to learn basic technical skills (engineering on the Rainbird platform, API integration, JSON, XML)

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