Customer Success Manager
Job Type : Permanent, Full Time
Salary : £50000 – £80000/annum Car allowance £5k + Pension, Health
You will play the central role in Synalogik’s client accounts which span across the insurance, gaming, law enforcement, banking and ermerging market sectors.
Your key focus will be to work with the Chief Revenue Officer to onboard, train, manage and achieve revenue, profitability and customer satisfaction growth in our key accounts.
Synalogik Innovative Solutions are an exciting new company bursting with energy and innovation. We have created ground-breaking products and services that are solving serious business challenges for our customers.
We have an expanding client base, backed by substantial investment and we are looking to scale our business to the next level.
Our clients use data from various disparate sources to help them make business critical decisions. Those decisions can be wide-ranging, but you may find yourself in conversations relating to the use of data to help investigations, due diligence, anti-money laundering or counter-fraud.
This is a fantastic time to join our dynamic and exceptionally talented team. We are looking for an individual who is enthused by client challenges and obsessed with client success. Someone who can become a Scout expert, an ambassador of our technology who will work with our customers to solve their current and emerging challenges.
We are on a rapid growth trajectory and require Customer Success Managers to pick up where Business Development left off; to continue to delight our customers and drive account growth with unrelenting passion, knowledge and enthusiasm.
We offer remote working although occasionally, you will be expected to visit our Head Office in Tewkesbury.
Main Duties of the Position
Sales & Account Management
* Maintain and service the requirements of a developed customer base in a strategic and coherent manner by being a high-profile, trusted, customer point of contact.
* Identify or create new business opportunities, upsell existing products and services, manage escalations and ensure the highest possible levels of customer service is maintained to develop our accounts to their optimum revenue potential.
* Contribute to the strategic direction of the business by proactively identifying or developing new sales opportunities.
* Deliver quotations on new business opportunities, coherent with the overall business strategy.
* Take customer requirements for future challenges and work with our team of developers to understand how we can solve them.
* Understand the data landscape and how our customers use data in their operations.
* Represent the company at relevant trade exhibitions.
* Develop and maintain comprehensive Account Plans.
* Build client roadmaps and execute against them.
* Ensure the accuracy of Salesforce records.
* Provide monthly sales reports to include an analysis of results to develop an account action plan.
* Proactively contribute to the market focused approach to plan, develop and implement new initiatives or product launch campaigns.
* Retain accounts and drive customer renewals at the relevant contractual period.
Training & Onboarding
* Proactively manage all aspects of the onboarding process to include user account creation, participate in pre-deployment workshops, configure our software for the client specific requirements.
* Arrange and deliver client new user training.
* Participate in internal quality control processes, contributing to the evolution of software and service quality.
Other duties:
* Design and deliver account-based marketing strategies as appropriate.
* Design and deliver valuable client interactions in the form of discovery days, workshops, podcasts, guest speaker events to drive brand loyalty, innovation and product and portfolio evolution.
Qualifications, Knowledge, Skills and Experience
* BA / BSc – MBA or MSc preferred.
* MS Office proficient.
KNOWLEDGE & EXPERIENCE
Essential
* Minimum of 3+ years’ experience in Customer Success or Account Management, preferably within a software business focussed on insurance, law enforcement or gaming, banking sectors.
* Experience with 3rd party data providers to deliver investigative capability, such as Know Your Customer (KYC) and Enhanced Due Diligence (EDD) solutions and/or experience in delivering anti-fraud (AF) or anti money laundering operations (AML).
SKILLS
Essential
Ability to work pragmatically with customers on a user level to resolve issues
Hands-on ability to resolve customer service issues relating to technical issues and conflicts.
Clear and effective communication ability, both written and spoken, at all levels within the business and externally to all major customers and stakeholders when required.
Proactive and inquisitive in nature – willing to make things happen through engaging customer interaction.
Passion of using technology to solve customer challenges and for being part of a fast-growing SaaS company.
Desirable
Experience of delivering training or refresher session for software users.
Strong leadership skills.
Impressive executive presence and sharp business acumen.
A self-starter with a keen eye for detail, the ability to manage and prioritise their own workload under pressure.
Holds or can secure Security Clearance and NPPV3 level vetting.
Personal Characteristics
Essential
Conscientious, reliable, with good attendance and timekeeping standards
Honest, trustworthy, able to work unsupervised
Keen to learn and acquire new skills, responds positively to feedback
Demonstrates initiative and contributes ideas
Pragmatic approach to problem-solving without cutting corners
Positive team player
Flexible, adaptable, and calm when working under pressure
Ability to work effectively at all levels and with a diverse team
Candidates must be flexible to work additional hours, as and when required
Benefits
The best benefit is being part of the team; a fun, smart, and vibrant bunch focused on producing excellence and customer satisfaction.
But if you are looking for more than that there is a comprehensive benefits package including:
Commission Package
Pension into which the Synalogik will contribute 5%
Private Healthcare
Life Insurance
Flexibility to work from home
Use of the latest IT technology including top of the range MacBook Pro or Air
24 Days annual leave, increasing 1 day every year up to 30 days
Continued professional development training
