Customer Success Manager

Posted 17 days agoViewed

💎 Seniority level: Manager, 2 - 3 years

📍 Location: England

🔍 Industry: SaaS

🏢 Company: Algolia👥 501-1000💰 $150,000,000 Series D over 3 years agoSemantic Search Search Engine Cloud Computing Vertical Search

🗣️ Languages: English, French, Italian

⏳ Experience: 2 - 3 years

🪄 Skills: Project ManagementStrategyCommunication SkillsTime ManagementTrainingRelationship management

Requirements:

Fluency in English
Second Language - French or Italian beneficial
2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
Experience working with a portfolio of accounts, supporting a highly technical product
Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organisation
Ability to set priorities, drive decisions and get closure on recommendations and issues
Ability to influence others towards continuous improvement, both internally and externally
Experience successfully managing customer engagements to completion and customer satisfaction
Excellent presentation, written and verbal communication skills
Proven time management skills with the ability to prioritise tasks

Responsibilities:

Drive the onboarding, adoption, retention and overall success of our customers
Lead the enablement of our users by conducting product trainings
Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation
Provide regular, proactive recommendations to optimise the use of our platform
Maximise the adoption of our product features in order to maximise the value driven by our product
Document and clearly articulate the Return on Investment driven by our solution
Identify accounts that are likely to churn and work proactively to eliminate that risk
Identify opportunities to expand our partnership with customers
Analyse accounts that have been lost, identify reasons for churning and build a strategy to win customers back
Ensure all account issues are quickly resolved, utilising resources from cross-functional teams internally
Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
Track key account metrics and forecast retention

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Customer Success Manager

Requirements:

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