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Customer Success Manager

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Ometria

8d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • London

AI generated summary

  • You have SaaS client management experience, strong communication skills, customer success expertise, data literacy, organizational ability, a proactive learning mindset, and commercial negotiation experience.
  • You’ll drive customer retention, manage upsells, foster advocacy, communicate updates, forecast commercial health, pre-empt escalations, and deliver strategic guidance for account growth.

Requirements

  • Experienced - you have relevant experience managing clients within a SaaS environment. Any previous experience within cross channel / email marketing/ ESP is a bonus
  • Excellent communicator - you can communicate confidently and authoritatively with a wide variety of stakeholders.
  • First class customer success skills - you know how to make clients happy, and go out of your way to achieve this.
  • Data literate - you are comfortable working with, manipulating and interpreting data sets, and have experience working with tools such as Excel and Google Sheets
  • Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.
  • Proactive learner - you have an interest in both technology and ecommerce, and are willing to do what it takes to become an expert in email marketing.
  • Prioritisation - you are meticulous planner and are able to define and deliver against your weekly commitments that drive significant contribution to the Customer teams goals
  • Commercially driven - you are comfortable negotiating commercial conversations ideally having ran renewal and expansion opportunities end-to-end in your previous roles

Responsibilities

  • Retain your customers, secure their renewal and hit retention targets
  • Amplify Customer Loyalty: Champion customer retention, ensuring seamless renewals and surpassing retention targets.
  • Master Sentiment Analysis: Identify and neutralise potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships.
  • Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with.
  • Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimising retention.
  • Own end to end commercial negotiations
  • Mastery of Negotiations: Oversee end-to-end commercial negotiations and drive renewals with limited escalations to CS leadership
  • Upsell Precision: Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets.
  • Mid-term Upsell Drive: Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals.
  • Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership.
  • Develop key stakeholder champions in each of your accounts
  • Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavours.
  • Elevate Brand Presence: Actively seek channels to heighten Ometria's visibility within client organisations.
  • Deliver on promise: Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables.
  • Deliver timely and accurate commercial forecasting - Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment.
  • Set and deliver on customer expectations - Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans
  • Pre-empt customer escalations and challenges - identify risk factors ahead of time and handle objections and escalations with finesse.
  • Drive Strategic customer adoption and value with visibility and buy-in from key decision makers - Become an expert in both the Ometria platform and ecommerce marketing strategies. Engage key stakeholders to align on value delivered and identify what actions are required to mitigate any potential relationship risk.
  • Become a retail expert and deliver strategic guidance - deliver expected customer touchpoints based on their Service level and act as a strategic guide leveraging retail intelligence reports and trends data to make credible recommendations to your clients.

FAQs

What is the work location for this position?

The position is based in the UK and operates in a hybrid format, requiring the team to be in the office on Mondays and allowing use of the office on Wednesdays and Thursdays.

Is prior experience in SaaS required for this role?

Yes, relevant experience managing clients within a SaaS environment is required for this role.

Are in-person client meetings expected?

Yes, in-person customer meetings are encouraged, and time spent in the office or on-site with customers may vary from week to week.

What are the main responsibilities of the Customer Success Manager?

Key responsibilities include retaining customers, driving renewals, mastering sentiment analysis, empowering customer advocacy, securing upsells, and providing strategic guidance based on retail intelligence.

What software skills are necessary for this role?

Candidates should be data literate and comfortable working with, manipulating, and interpreting data sets, with experience in tools such as Excel and Google Sheets.

What characteristics are essential for a successful candidate in this position?

Essential characteristics include excellent communication skills, first-class customer success skills, the ability to work under pressure, proactive learning, prioritization, and a commercially driven mindset.

What benefits does Ometria offer?

Ometria offers 30 days holiday plus an additional day for your birthday, mental health support, a cycle to work scheme, enhanced financial benefits, and a professional development fund.

Is there a focus on employee development at Ometria?

Yes, Ometria supports learning and development, encouraging all employees (Ometrians) to continually learn and grow in their roles.

How does Ometria foster company culture?

Ometria emphasizes hiring the right people to maintain its culture, encourages collaboration, supports team members in solving challenges, and values inclusivity and diversity.

Does Ometria have a policy on equal opportunity employment?

Yes, Ometria is an equal opportunity employer and considers all applicants for employment without discrimination based on various status, including ethnicity, age, gender identity, and disability status.

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Ometria

Ometria is a customer data and experience platform that helps retailers create personalized experiences customers love.

Technology
Industry
51-200
Employees
2013
Founded Year

Mission & Purpose

Ometria is a customer data and experience platform that helps retailers increase CRM revenue. Our solution combines the data unification and customer insight of a CDP with a cross-channel marketing orchestration platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more. Ometria’s proven approach to accelerating revenue – our Retail Success Model™ – is a first-of-its-kind data science model for driving CRM growth in retail. It combines four proprietary AI algorithms that analyse a retailer’s CRM performance and deliver a bespoke marketing plan for reaching their revenue goals.