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Customer Success Manager

Do you love customers? Do you want to be part of a company that works with top brands to help them drive their customer service strategy on social media & mobile messaging?

Conversocial is a customer engagement solution that helps businesses increase customer loyalty by enabling effortless, in-the-moment customer service through social & mobile channels, including Facebook Messenger, Twitter, Instagram, SMS & more. Leading organizations including Google, Tesco, Hertz, Hyatt Hotels & hundreds more turn to Conversocial to power their social customer service teams & increase efficiency with use of smart automation. We are looking to grow the company's Customer Success team in Londonto capitalize on the market demand for our solution & growing customer base.

As aSeniorCustomer Success Manager, you will be responsible for driving customer adoption & success within a defined set ofkeycustomers. Integral to this role is being able to articulate value, inspire, & sell the future of Conversocial. As a trusted advisor, you will be responsible for guiding each of your accounts on how Conversocials platform & services can be effectively applied to support achievement of their specific strategic business goals.

Responsibilities

  • Develop a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned withthe customer's business case & strategy, allowing the full potential of the Conversocial solution to be realized

  • Establish & oversee the customer's adoption, training & development of best practices to continually driveincremental value & return on the customer's investment

  • Facilitate the development of a community of like-minded Conversocial customers, routinely sharing best practices & leveraging lessons learned

  • Identify opportunities for expanded use of the platform & integration into the accounts business process

  • Identify & escalate key customer product related requirements & manage customer expectations on an ongoing basis

  • Serve as a coach & trusted advisor to Conversocial customers

Requirements

  • 3-5 years relevant Account Management or Customer Success Management experience.

  • Demonstrable experience in owning the relationship with Key accounts in a business & having full control of the commercial relationship

  • A #SocialFirst attitude & passion for Social Media

  • Experience with SaaS project implementation

  • Vertical industry experience in telecommunications, retail, travel, financial services & technology a plus

  • Excellent customer facing presentation, written, & oral communication skills

  • BA/BS degree

 
 
 
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