Customer Success Manager
E
EllipticPayment, crypto
London, United KingdomFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- SaaS
Requirements
- Extensive Customer Success experience and can successfully manage, retain and lead expansion opportunities
- Experience in working with a broad set of customers across the region
- Experience creating and working with data flow diagrams of payment schemes and architecture
- Can understand the customer’s business model, and how digital assets fit into their strategy
- Have the ability to analyse customer usage and engagement data to identify trends and opportunities for additional services
- Can manage difficult client relationships, such as churn or downsell conversation, and obtain the best outcome for both the company and our customers
- Can evaluate customer needs and preferences in relation to pricing, product terms and conditions to ensure that client requirements are addressed in commercial proposals
- Have a collaborative mindset, and experience working with a larger account team, including Account Executives and Solutions Consultants
- Address problems immediately and can work across functions to solve problems
- Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team
- Have an understanding of complex B2B sales methodologies
- Are flexible, adaptable and comfortable with changing priorities
- Solid Account Management experience selling SaaS solutions
- Experience working with customers distributed across multiple countries/states
- Strong relationship building skills, with track record of retention and generating net new business
- Demonstrated track record of success and quota over achievement - top 10% performer at your last company
- Interest and curiosity about digital assets and the crypto economy
Responsibilities
- Build strong relationships with key stakeholders within your account base
- Fully manage your customers throughout the various phases of the lifecycle from onboarding to renewal and expansion
- Be the main point of contact for your accounts internally and externally
- Analyze critical utilization data and assess renewal risk, proactively mitigating risk early on
- Develop net new business through upsell and cross sell opportunities within your region
- Build strategic customer account plans, and manage the commercial cycle independently and/or in collaboration with AEs
- Discovery and scoping of high quality expansion opportunities within existing accounts
- Convert customer needs and challenges into qualified opportunities
- Develop custom proposals based on customer requirements
- Conduct presentations such as QBRs, kickoff calls and product demos
- Negotiate terms and renewals
- Meet and exceed quarterly and annual quotas for your region and target customers
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