Senior Client Success Manager at Collinson driving client engagement and product adoption in the travel ecosystem. Collaborating across teams to optimize product strategy and client satisfaction.
About the role
- Customer Success Manager managing a defined portfolio of accounts at Keyloop. Driving customer retention and maximizing value through effective performance reviews.
Responsibilities
- Champion customer success across assigned accounts to drive full renewal and long-term loyalty to Keyloop.
- Deliver business impact and innovation to a customer’s business by truly understanding the customers’ key business challenges and opportunities.
- Build and nurture senior executive (including C-level) relationships across assigned accounts to solidify our partnership and commitment to the customer.
- Work closely with the Sales organizations to develop growth and retention plans.
- Foster strong customer relationships enhance adoption, ensure retention and increase overall customer satisfaction.
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Advocate for customer needs/issues cross-departmentally to ensure a seamless experience.
- Represent the customer voice across all areas of Keyloop.
- Maintain a broad understanding of Keyloop’s value proposition and products to discuss with customers, with a view to encourage interest in upgrades and additional products and/or services.
- Travel to customer sites as required. May be called upon during off-hours to become actively involved in resolving a customer issue.
- Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
- Take ownership of showcasing business & product performance metrics & KPIs – always being transparent on areas of improvement & opportunities for digital evolution whilst driving positive outcomes for our customers.
- Accountable for Customer Success Plans & ownership of all associated goals.
- The success metrics in this role will include customer satisfaction (NPS), revenue attrition rates, and product & feature adoption.
Requirements
- 3+ Years Customer Success Management experience
- CSM Experience for a Cloud Based Enterprise Software solution is a plus
- Ability to work independently and in a strong team environment
- Ability to maintain excellent colleague and peer relationships
- Excellent communication, presentation and negotiation skills
- Ability to quickly grasp and distinctly explain technological and business concepts
- Strong understanding of business processes and their implementation into enterprise applications
- Strong understanding of customer needs, and objectives
- Willingness to travel
Benefits
- We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent.
- Investment in their development.
- Collaborative culture.
- Inclusive environment to thrive.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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