Senior Customer Success Manager - UK & EMEA

Posted 17 Hours Ago
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London, Greater London, England
5-7 Years Experience
Marketing Tech
The Role
Senior Customer Success Manager role based in the UK and EMEA for IntelligenceBank, leading digital asset management platform. Responsibilities include account management, support, training, upsells, and liaising with sales and product teams. Key duties involve managing client portfolios, providing additional value, answering support calls, training users, identifying upsell opportunities, and contributing to special projects.
Summary Generated by Built In

Company Description

About IntelligenceBank
IntelligenceBank is the leading digital asset management and marketing operations platform for brands in regulated markets, including Hyatt, Hertz and KFC. Used by over 800,000+ users in 53 countries, IntelligenceBank uses AI and automation to help ensure brands get to market quickly, stay on brand and ensure regulatory compliance. Our headquarters are in Melbourne and we've offices across Australia, the UK, Canada and the US. 

Job Description

Due to our ongoing growth, IntelligenceBank has a newly created role based in the UK for a Senior Customer Success Manager to support our clients in the UK and Europe. This role is a critical part of the value proposition of helping clients make their online work seamless. Reporting to the Chief Customer Officer, this exciting and diverse role involves account management, support, implementation support, training, administration, upsells and liaising with sales and product teams. Specifically, duties for this role entail:

Account Management and Account Support

  • Manage a portfolio of UK and European clients, developing an in-depth understanding of these accounts in terms of the problem IntelligenceBank is solving for the client, and the structure of the platforms configured 

  • Actively seek ways to provide clients with additional value with new tools, users and use cases. 

  • Multi thread accounts and map key stakeholders across the organisation. 

  • Answer customer support calls and assist customers with their questions and feedback in a timely manner. This includes technical configurations, support and troubleshooting

  • Monitor the HelpDesk for APAC and NA clients outside business hours for these regions (but during UK business hours), providing first level support where possible. This will help assist your colleagues in other parts of the world

  • For new accounts or upsells that do not go into the Implementation team, configure new platforms based on clients' request and update back-end fulfilment systems

  • Train Main Admin users to use the software and show how helpdesk is used

  • Identify upsell opportunities, provide pricing and quotes

  • Achieve upsell goals and process renewal sales in CRM system and back-end systems (Salesforce)

  • Meaningful Meetings - schedule frequent in person and online 'catch ups' with key customers to talk about their usage of the service, and new features they could use

  • Contribute to CSM related special projects as they arise

  • When major new features are released, organise phone training with select clients, and conduct webinars

  • Get customer feedback on new tools and features desired

  • Assist Sales Managers with advanced product demos


Implementation Support

  • Play an active role in the implementation process for allocated clients, including setting up client workshops where initial requirements are gathered, completing workbooks with the client on platform configuration, and sharing these requirements and documentation with the allocated Implementation Manager for configuration

  • Following implementation processes using IntelligenceBank documentation and tools, and as agreed with the Implementation Manager, undertake certain elements of configuration or build

  • Be the key point of contact for the client during the implementation process, managing timelines and testing prior to project completion and handover to BAU

  • Record all hours against the relevant Salesforce order or other tools provided by IntelligenceBank in a timely manner 

  • Raise and monitor Jira tickets raised for clients during their implementation with Dev/Ops and Technical Services teams

  • Escalate client issues that cannot be resolved effectively or smoothly to the Delivery Lead, Project Manager or Delivery Manager as appropriate 

Qualifications

We're looking for someone who is comfortable working in a remote environment with a global workforce. Extensive experience supporting and growing enterprise SaaS clients is key. Read on and see if you've got what it takes to be part of our innovative and growing team:


  • Account Management/Customer Service/Support delivery experience within a SaaS/software or professional services consulting business

  • Passion for solving business and technology challenges with leading edge solutions

  • Energetic, motivated and driven with a great work ethic and highly developed relationship skills

  • Highly autonomous whilst at the same team being a team player

  • Excellent verbal and communication skills, with a high level of attention to detail

  • Time, Priority Management and Problem Solving skills

  • Technical skills – exposure to Salesforce or other CRMs, Microsoft Excel skills desirable

  • An understanding of Marketing and/or Martech is advantageous 

Our Company Expectations

IntelligenceBank has a strong culture of innovation, going the extra step for our customers, and collaboration amongst team members. We believe our people are our most important asset and cultural fit is a very important part of the hiring process. The following are the personal aspects we look for in each candidate.

  • Be a team player, and work well with others

  • Respect colleagues and clients

  • Contribute new ideas to benefit the overall business

  • Have a positive attitude and "go the extra mile"

  • Constantly look for ways to promote or improve the business and product

  • Timely attendance to all meetings, and timely reporting (when required)

  • Integrity

Additional Information

Next Steps: 

Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status. 

Our application process includes phone screening, face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks. 

So apply now and we look forward to getting to learn more about you!

"We're a 2024 Circle Back Employer & commit to replying to every applicant." 

Top Skills

Salesforce
The Company
HQ: Melbourne, Victoria
91 Employees
On-site Workplace
Year Founded: 2009

What We Do

IntelligenceBank is a platform that helps marketing teams get brand and legal approved content out the door faster. We do this through digital asset management, briefs and campaign workflows, proofing and mark-up tools, creative templates, disclaimer engines, online brand portals, and reporting tools that work together to simplify and automate all your brand, creative and marketing processes. Designed by marketers, for marketers, we help maximize creative efficiencies through a single source of truth. Everything that happens within IntelligenceBank is tracked and monitored for auditing, regulatory and compliance requirements. IntelligenceBank’s beautifully designed platform is used by over 400 brands with 800,000+ users in 55 countries. IntelligenceBank has offices in the US, Canada and Australia.

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