Client Success Manager

Summary

Join Certn's revolution as a Client Success Manager (EMEA)! This key role focuses on driving strategic customer success initiatives, fostering long-term relationships, and maximizing customer satisfaction and revenue growth. You will develop account plans, identify upsell opportunities, resolve escalated issues, and collaborate with cross-functional teams. The ideal candidate possesses proven success in customer success or account management, strong analytical and communication skills, and experience with SaaS products and the HR technology industry. Certn offers a remote-friendly setup, a professional development budget, and a vibrant team environment. This is an opportunity to make a meaningful impact and contribute to Certn's continued success.

Requirements

• College or university degree or equivalent work experience
• Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement
• Showcased effectiveness in strategic account management
• Adept analytical and problem-solving skills
• Effective communication and presentation abilities
• Experience advocating for customers at an executive level within the organization
• Demonstrated ability to collaborate effectively with various departments for overall business success
• Demonstrated success in driving customer growth through expansion initiatives
• Working experience with SaaS products and the HR technology industry
• Certifications in customer success or customer support

Responsibilities

• Develop and implement strategic account plans for assigned customers to drive long-term success
• Identify upsell and cross-sell opportunities through an understanding of customer needs
• Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolution
• Advocate for customer needs within the organization and collaborate with internal teams to address challenges
• Analyse customer data and industry trends to provide strategic recommendations for customer success
• Prepare and present regular business reviews to customers, highlighting performance and growth opportunities
• Administer and maintain customer relationship management tool
• Give input into and implement strategies to improve customer retention rates
• Identify and address factors that may contribute to customer churn

Benefits

• 4 weeks of paid vacation + paid sickness entitlement
• Remote-friendly setup, work-from-home allowance, and a flex allowance to make your work-life balance flawless
• A professional development budget to level up your skills