Client Experience Specialist providing exceptional operational support for Fidelity's critical clients. Bilingual position requiring expertise in mutual funds and customer relations.
About the role
- Enterprise Customer Success Manager at AutogenAI ensuring 10-15 EMEA clients derive maximum value from AI solutions. Collaborating with Sales and Marketing to enhance customer experience.
Responsibilities
- Customer Relationship Management: Serve as the main point of contact for your portfolio of Mid-Market customers, fostering strong relationships with day-to-day users and executive stakeholders to drive product adoption and satisfaction.
- Post-Sales Activities: Manage all aspects of the post-sales customer journey, including renewals, up-sell opportunities, and expansion into new divisions or regions, in collaboration with the Sales team.
- Onboarding & Implementation: Work closely with the Professional Services team to ensure seamless onboarding, training, and ongoing support for new customers.
- Customer Health Monitoring: Regularly monitor customer health indicators, identify potential risks, and develop proactive strategies to ensure continued success and satisfaction.
- Customer Advocacy & Programs: Collaborate with the Marketing team to identify and support customer advocacy opportunities, including case studies, testimonials, and customer-focused events.
- Product Feedback & Insights: Act as the voice of the customer by providing valuable feedback to the Product team, influencing product development and feature enhancements.
- Strategic Cadence Meetings: Lead scheduled check-ins and review sessions to assess customer goals, challenges, and progress, ensuring they achieve their desired ROI with AutogenAI’s solutions.
- Cross-functional Collaboration: Partner with internal teams, including Sales, Marketing, and Product, to enhance the customer experience and drive business growth.
Requirements
- Experience: 5+ years’ experience in a B2B Customer Success role at a SaaS company, with a proven track record of managing multiple accounts and work streams simultaneously.
- Industry Knowledge: Strong experience running post-sales selling motions, including renewals, up-sell, and cross-sell opportunities, preferably with Mid-Market customers.
- Technical Skills: Familiarity with SaaS tools and CRM platforms; experience with AI software is a plus.
- Education: Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
Benefits
- Competitive Salary: Competitive compensation depending on specific experience and qualifications relevant to the role.
- Performance Bonus: Opportunities for performance-based incentives
- Stock Options: Meaningful equity in the company.
- Retirement Plan: Pension scheme to help secure your future.
- Paid Time Off: Unlimited vacation (Yes, you read right!)
- Flexible Work Options: Remote working arrangements
- Private Healthcare: Bupa Medical and Dental cover
- Life Insurance: Peace of mind for you and your family
- Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of year of service)
- Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.
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