Customer Success Manager

Senior Manager, Customer Success Manager – London, United Kingdom  

Exiger is seeking a customer success team member to work with our EMEA customers, based in our London office. This Customer Success role manages day-to-day relationships with Exiger customers who are focused on building a robust and efficient third party and supply chain risk management program leveraging Exiger’s technology. 

Exiger is a cutting-edge supply chain risk management (SCRM) software-as-a-service (SaaS) company with scalable offerings, using data to help corporations intelligently surface risk in business relationships. This will be a hands-on role where an individual must thoroughly understand our technology, demonstrate it effectively, and proactively ensure Exiger’s customers are fully getting the value out of the platform. 

If you are passionate about technology for managing risk across supply chains, vendors, and third parties, and guiding enterprise customers through difficult, we encourage you to apply and be part of our journey towards innovation and growth. 

What You’ll Do:  

Support customers to optimize their return-on-investment in Exiger technology and due diligence products. This includes: 

• Managing the customer’s day-to-day external relationships across a customer portfolio and their usage of Exiger’s Technology Products.
• Providing superior customer experience across all customer engagements; this includes actively coordinating to meet and set customer expectations, advising on best practices, and evaluating and actioning customer feedback.
• Communicating to relevant internal stakeholders on customer activity, pipeline, feedback and issues, and supports the Sales team by communicating opportunities and ultimately contributing to the development of Quarterly Business Review presentations, Optimization proposals and Change Orders.
• Ensuring any Technology Product issues are resolved as expeditiously as possible, that the Technology continues to deliver at an optimum level according to the customer’s use case, and that optimization and changes are executed when required.
• Manage the full customer renewal lifecycle, from engagement and value realization through to contract renewal and partnership expansion
• Coordinating with Application Support, Product, Delivery and Sales to ensure Exiger’s full suite of expertise is brought to bear on the customer account.
• Act as an Exiger brand ambassador by exhibiting positive and professional behavior both internally and externally.
• Educate and train customers on Exiger products, scopes, and processes.
• Effectively manage and balance workload to appropriately complete customer-facing responsibilities and internal tasks, prioritizing customer requests, while maintaining the highest standards in service levels across all customers in the portfolio.
• Contribute to all other business activities as needed such as supporting the delivery of products and services to customers.
• Evaluate feedback from customers about our products and services and disseminate to appropriate stakeholder and assist with the resolution thereof.
• Ensure all relevant internal stakeholders are well-informed of customer activity, pipeline, feedback, and issues.

What You Need:  

• 3-5 years in Customer facing experience in current or previous roles in a SaaS environment
• Prior work with Gainsight or other dedicated Customer Success software
• Experience with technology products, third party and supply chain risk
• Global Regulatory and Compliance process, systems, and due diligence experience is an added advantage
• Consulting experience is preferred
• Demonstrable ability to manage complex customer needs and requirements
• A keen interest to learn Exiger’s Technology Platform and the technical aptitude to do so
• Strong written and verbal communication skills and flexibility to respond to requests and customer inquiries promptly via email and/or telephone as needed
• Strong presentation skills – you will be hosting training sessions for customer staff
• Confident, not easily ‘flustered’ or comfortable with ambiguity and a fast-paced environment
• Commercial Awareness and ability to identify opportunity for growth, while navigating the conversations and renewals 
• Ability to successfully negotiate with internal and external parties to effectively fulfill customer requests in a timely fashion
• Naturally proactive and a problem-solver. Comfortable working in both team settings and independently in a fast-paced professional environment
• Excellent organization and time-management skills; able to balance a portfolio of customer accounts. The role has a strong element of ‘project management’ and requires an inquisitive personality, self-motivated and proactive researcher to understand a customer’s need and the why behind the need 
• Inherent sense of ownership and accountability