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The role
We are seeking a dynamic, results-driven and customer-centric Sr. Customer Success Manager to join our newly formed Customer Success team, reporting to the SVP, Global Head of Customer Success. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. This is an exciting opportunity to play a pivotal role in the development and support of the Customer Success functional rollout.
What you’ll be doing
As a Sr. Customer Success Manager, you will ensure that our customers are set up for long-term success and have a positive experience with our products and services. You will drive customer adoption and loyalty by educating our customers on how to get the most out of Ripjar while building strong relationships throughout the lifecycle of the account.
You can also expect to:
- Build and maintain strong relationships with customers, understanding their specific needs and goals.
- Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product.
- Identify and address potential issues before they escalate, providing solutions and support.
- Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion.
- Help customers understand and realize the full value of the product and how it aligns with their goals.
- Track key performance indicators (KPI’s) and provide reports on customer health and satisfaction.
- Lead customer engagement initiatives such as executive business reviews and feature request meetings, etc.
- Collaborate closely with Product and Engineering to improve the product and user experience, based on feedback gathered from customers.
- Work with Sales to identify opportunities to up-sell and cross-sell additional product.
- Enhance customer training programs.
- Support the SVP, Head of Global Customer Success in the build out of the function.
Skills and Experience:
- Degree in computer science, business or relevant experience and authorisation to work in the country of hire.
- 3 -5 years’ experience in system implementation or change management, supporting a range of customers from SMB to Enterprise customers
- Minimum 3 years working in a SaaS and Enterprise software company.
- Minimum of 5 years in a Customer Success Manager/Relationship Manager/Account Manager role.
- Experience working with clients in the AML/KYC domain is preferred.
- Excellent communications and interpersonal skills
- Excellent organisational, analytical and problem-solving skills
- Demonstrated client relationship, communication and presentation skills
- Ability to travel (travel between our office and client premises may be required.
Why we think you’ll enjoy it here:
- Competitive salary DOE.
- 25 days annual leave + your birthday off, rising to 30 days after 5 years of service
- Fully remote working with occasional travel.
- Life assurance
- Private Family Healthcare
- Employee Assistance Programme
- Company contributions to your pension
- Enhanced maternity/paternity pay
- The latest tech including a top of the range MacBook Pro
- Offices equipped with well-stocked pantries with food, snacks and drinks when in the office
Ripjar London, England Office
20 Saint Thomas Street, Runway East, London, United Kingdom, SE1 9RS
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