Client Success Manager

Client Success Manager

Department: Customer Success Employment Type: Full Time Location: New Zealand

Description

YOUR OPPORTUNITY The Customer Success Manager is the face of the company to our clients, which represent many of the world’s best brands. This role is responsible for proactively driving all customer post-sale activities to ensure customers receive maximum value from their investment. The customer success manager gains, records, and leverages account intelligence to drive best practices throughout the customer lifecycle, ultimately improving customer satisfaction and achieving world-class growth & retention of her/his assigned book of business. She or he orchestrates the company’s delivery of a positive and integrated customer experience, and executes programs to drive adoption and full utilization of purchased products. This role brings forward the best of the company’s resources to weekly, monthly, and quarterly client engagement meetings to communicate the latest information about new products & capabilities, improvements to the partnership, new processes, newly released research, upcoming events, and opportunities for peer community engagement. The Customer Success Manager has a good understanding of how InMoment’s experience improvement SaaS platforms work and how they have been set up to deliver the required outcomes for customers. As such, the Customer Success Manager uses their experience and knowledge to provide ‘first instance’ advice to customers on how platform tasks can be delivered, and where suitable, may undertake some of these tasks directly, such as Survey, Dashboard, or Report creation or iteration and account maintenance. When needed, the Customer Success manager partners with the practitioner and insights teams to bring forward industry best practices and strategy recommendations, deep data analysis, and program-level recommendations. This role suggests new ways of solving client business challenges that often represent up-sell or cross-sell opportunities. In many instances, the Customer Success Manager will manage the entire selling/buying process from CRM opportunity creation, value articulation, contract negotiation, and deal closure. WHO WE ARE At InMoment, we have a saying: #OwnTheMomentsThatMatter. And we live it! As a team, we recognize that every moment offers a new opportunity to make an impact and leave our mark. We take deliberate action to make the lives of our families, teammates, clients, and community better within every interaction. We are dedicated to our game-changing mission of Experience Improvement (XI), helping our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. We consistently challenge the status quo in the customer experience (CX), employee experience (EX), market research (MX), and product experience (PX) industries with our hyper-modern technology platform, decades of domain authority, and global teams of experts. And we have more innovation in store! Are you ready to #OwnTheMomentsThatMatter with us? WHO YOU ARE

• 4 to 8 years of customer success, support/service experience in the same industry or a similar/adjacent industry
• SaaS solution support and understanding, being technically minded
• Analytical, able to assess and report on a holistic view of client health and engagement
• Experience with internally representing a customer’s health and interests to cross-functional stakeholders, including executives, using data from various sources
• Management and achievement of retention and growth goals
• Familiarity with account planning, coordinating a team-based go-to-market and support motion, and executive relationship development, with project management experience related to customer initiatives
• Willingness to travel domestically up to 25%, depending on client requirements
• Demonstrated ability to manage and close sales opportunities (up-sell, cross-sell)
• Ability to communicate effectively at all levels – including with senior management and technical personnel
• Ability to work within a fast-paced and dynamic environment
• Ability to manage and coordinate escalations
• Familiarity with b-to-b buying process
• Ability to synthesize complex information into meaningful messages and recommendations

WHAT YOU’LL DO

• Provide proactive onboarding support to designated customers to ensure a positive customer experience and expedite time to value with a new product or solution
• Act as an internal advocate between customers and business functions (e.g. implementation, application specialists, SMEs, professional services, finance, training) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption and value realization, throughout the customer lifecycle
• Provides ‘first instance’ advice to customers on how platform tasks can be delivered, and where suitable, may undertake some of these tasks directly, such as Survey, Dashboard, or Report creation or iteration and account maintenance.
• Conduct regular business reviews to recognize positive outcomes, stay coordinated on open items, and make recommendations for how clients can improve their volume of feedback, across a variety of sources and channels, in more ways, and with broader business application
• Build and maintain strong working relationships with colleagues in sales, marketing, services, support, operations, product development and product marketing to cultivate cooperation in execution of account plans
• Promote customer participation in customer communities and customer usage of available knowledge base and online support tools
• Coordinate the resolution of customer issues
• Understand a customer’s overall use of the organization’s products, services, thought leadership, training, and support resources
• Understand a customer’s business priorities, overall market landscape, and organization, to drive desired business outcomes utilizing the appropriate company resources
• Develop executive-level relationships at existing customer accounts
• Drive renewal readiness efforts related account prioritization activities and alignment of necessary organizational resources to support renewal motion requirements
• Identify any early signs of low engagement and intervene immediately - coordinate risk mitigation plans and activities
• Achieve gross retention and growth targets
• Identify and/or generate new opportunities within assigned customer accounts via monthly program recommendations and referral requests, including the identification of opportunities in new buying centers

WHAT YOU'LL GAIN

• Autonomy - We trust our employees and offer an extremely flexible work schedule
• Automatic day off for your birthday, we want to celebrate you and the moments that matter
• Generous paid leave that can be rolled over if not utilised, although we highly encourage you to take the necessary time off to switch off!
• Maternity & Paternity Leave
• Fun, innovative, collaborative, supportive working environment
• Inclusion and Diversity teams - Women of InMoment and InMovement
• Employee recognition platform points can be used with retailers such as Amazon, and use points for hotels, tickets, gift cards, and charitable donations
• Employee recruitment referral program with generous payouts!
• An opportunity to truly make an impact in a global organisation. Come join our team!

KEY RELATIONSHIPS Reports to Country Manager, New Zealand LOCATION Remote #J-18808-Ljbffr