About Our Client
Our client develops software solutions utilized by a wide range of global businesses to enhance customer experiences, combat financial crime, and ensure public safety. With a strong reputation for innovation in AI, cloud computing, and digital technologies, they maintain a global presence across various countries. They are committed to fostering a diverse and inclusive work environment and encourage applications from individuals of all backgrounds and experiences.
About The Role
Our client company is seeking a Customer Success Manager to collaborate with the Sales, Customer Success, and Development teams in crafting exceptional customer journeys.
The Customer Success Manager will work closely with ContactEngine, a cloud-hosted conversation platform that leverages artificial intelligence and machine learning to revolutionize customer interactions. This role involves architecting technical solutions to meet clients’ objectives, establishing strong client relationships, and aligning ContactEngine capabilities with business improvements.
Key Responsibilities:
- Designing and implementing technical solutions to achieve client objectives.
- Building trusted relationships with clients and acting as a technical advisor.
- Understanding client business needs and aligning ContactEngine capabilities to drive business enhancements.
- Collaborating with sales leads and configuration teams throughout the project lifecycle.
- Managing end-to-end processes from opportunity identification to delivery.
- Engaging with internal and external stakeholders to ensure successful project outcomes.
- Providing technical expertise, customer experience insights, and delivery guidance.
- Monitoring key metrics and demonstrating ContactEngine’s value to clients.
- Communicating effectively the value proposition of ContactEngine.
- Demonstrating strong client relationship management skills.
- Applying Agile methodologies to project management.
- Effectively conveying technical concepts to senior stakeholders.
- Adopting a curious and continuous improvement mindset.
- Taking accountability and ownership of project deliverables.
- Maintaining a commercially aware approach.
Experience and skills:
- Demonstrated experience in service or project delivery within IT or SaaS environments.
- Strong commercial acumen and business case development skills.
- Track record of managing large, complex projects from start to finish.
- Proficiency in data analysis, particularly using Excel.
- Excellent relationship management skills with stakeholders at management levels.
- In-depth knowledge of corporate operations and stakeholder management.
- Ability to manage multiple accounts and work streams concurrently.
- Thriving in high-pressure environments and willingness to travel.
- Fluency in multiple languages is a plus.