Customer Success Manager

Job description

In order to support the exponential growth ahead of us we are looking to add a Customer Success Associate to our London Office as we build the region.  The new team member will be instrumental in scaling Nextail’s operations in the UK as we build the next generation retail inventory optimization software, backed by leading venture capital firms.

The Customer Success Manager is an individual contributor and will play a pivotal role in ensuring our customers have the best possible experience with our technology. The overall objective in this role is to enable our customers to realize business value from their investment in Nextail and make our customers passionate advocates of Nextail. The goal is to Drive successful adoption and expansion of Nextail’s modules within your accounts.

Part of our growing Customer Success organization, you will also be in a position to work alongside the VP of Customer Success in introducing Customer Success best practice processes across the global team.

In particular, the role entails:

Account management (70%):

  • Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them

  • Build, maintain and leverage strong relationships with key stakeholders within each customer organisation to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Nextail’s behalf

  • Be accountable to drive high usage within customers by driving the creation and execution of a thorough action-oriented adoption Plan

  • Proactively identify and execute expansion opportunities (upsell or product feature adoption) in each account to drive value both for the customer and Nextail

  • Collaboratively drive change management and adoption activities with key Business Decision Makers within our customer organisations, help reduce implementation risk, drive usage, and identify opportunities in your accounts.

  • Lead account management by generating documents and deliverables required for Customer facing meetings. Fully owning monthly senior management calls, quarterly business reviews and annual executive meetings.

  • Responsible for building traction with key and new stakeholders within our customer organisations in order to ensure Nextail is fully relevant and embedded within our customers internal ways of working.

  • Analyze data across entire customer base to determine key factors that contribute to customers’ success with the platform and build processes to support those behaviours.

  • Review customer usage and work alongside the customer and success teams to develop plans to improve engagement.

  • Monitor customer use cases upon implementation and on an ongoing basis, providing guidance as to how they can fully leverage Nextail to achieve internal business objectives.

  • Master education and communication online tools  (knowledge base, in app tutorials, ETC.)

Voice of the customer (10%):

  • Track user feedback in a systematic manner, so it is easily searchable, digestible and appropriately shared with relevant internal stakeholders.

  • Be the customer voice/ representative at Nextail

Internal Process Development (20%):

  • Help influence internal Customer Success process development - communication planning, touchpoint management

  • Maintain and improve our educational programs from onboarding to ongoing tech usage to increase adoption and help customers shift from managed service to self service.

  • Maintain and improve training materials and processes as needed to make it easier for customers to self serve.

 

Requirements

Preferred Experience, Skills And Qualifications

  • 3-5+ years of experience in SaaS Customer Success

  • Proven ability to map the customer’s business process to product capability

  • Experience in driving transformation in enterprises through effective change management and adoption highly preferred

  • Experience in Retail, preferred primarily fashion, followed by cosmetics and jewelry

  • Deep understanding of SaaS customer engagement

  • Strong interpersonal skills that establish Trusted Advisor relationships with clients and business decision makers

  • Organizational skills and the ability to manage multiple projects simultaneously

  • Cultural awareness and appreciation for diversity

  • Fluency in English (any other languages is a plus)