Customer Success Manager (smartcrowds)

Salary

Up to £40K (Plus bonus for on-target customer retention)

Purpose

The Customer Success Manager will take ownership of customer related activities post sale of Bridgeall’s “smartcrowds” product line, ranging from customer implementations, training,ongoing customer management and communications, training and customer renewals.

Whilst the role is based in Glasgow, travel will be required to customer sites across the UK for implementations and training.

Essential Job Functions

Customer Implementations
  • Liaise with the Sales Team and prospective customers towards the end of the Sales
    process
  • Work with the customer to determine their planned use cases/scenarios
  • Consult with the customer to design smartcrowds Crowd configurations that best
    meet the planned use cases/scenarios
  • Consult with the customer to design smartcrowds Assessment configurations that
    align to their strategic objectives
  • Plan customer Implementations, in collaboration with the customer and the
    smartcrowds technical/deployment team
  • Where required, carry out system configuration to set up the smartcrowds platform
    for the customer’s use cases/scenarios
  • Provide post-implementation “bedding in” support
Training 
  • Deliver initial training to the customer depending on requirements, ranging from train
    the trainer through to group sessions
  • Develop and own the smartcrowds training material (documents and videos), and
    take responsibility for updates to the material following new releases of software
    Bridgeall 1.0 2
  • Prepare training demo data as required to support training delivery
  • Schedule and own annual training refresher courses with the customer
  • Deliver regular training webinars to customers showcasing newly released features
Account Management
  • Devise and own a customer contact schedule, and ensure timely contact as per the
    schedule
  • Monitor & report use of system features by customers – it will be the responsibility of
    the Customer Success Manager to ensure that the customer is making best use of the
    product features, to maximise the likelihood of subscription renewal.
  • Manage customer subscription renewals, including:
    • complete ownership of the renewal schedule
    • warming up of customers ahead of renewal date
    • renewal invoicing
  • Be aware of, and maximise, up-sell opportunities
  • Capture and record other requirements that the customer has, including reporting
    requirements
  • Liaise with the smartcrowds development team to understand the product roadmap
  • Deal with non-technical customer queries on system use
  • Manage escalated support issues
  • Draft and gain customer sign-off of customer case studies
General Requirements
  • Minimum of 7 years in customer facing roles
  • Degree qualified
  • Experience of delivering business improvement initiatives
  • Strong relationship builder
  • Solid analytical and project management skills
  • Innovative thinker
  • Confident and dynamic personality
  • Highly organised
  • Good presentation skills
  • Fluent communicator
  • Excellent written communication skills
  • Personally motivated to develop your skills
  • Strong creative outlook
  • Ability to work in a team environment
Contact

Send your CV to CustomerSuccess@smartcrowds.com and we will be in touch.