Hybrid Client Success Manager, Ireland

at Experlogix

• Job title: Client Success Manager, Ireland
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ERP
• Location requirements: Hybrid, Drogheda, Ireland

About the role

• Client Success Manager building relationships with Digital Commerce clients and ensuring satisfaction. Working collaboratively to drive client success and adoption across the EMEA region.

Responsibilities

• Own and manage a portfolio of Digital Commerce clients across the EMEA region, driving customer satisfaction, adoption, and retention.
• Gain a deep understanding of clients' business goals, objectives, and challenges to provide strategic guidance and support.
• Serve as a trusted advisor by guiding clients on product usage, best practices, and optimization strategies.
• Conduct regular business reviews to track progress, showcase ROI, and identify opportunities for growth or improvement.
• Collaborate with clients to define success metrics and key performance indicators (KPIs) to track and measure the value they receive from our products or services.
• Provide training, guidance, and ongoing support to clients to ensure they maximize the use of our products or services.
• Monitor health indicators and usage trends to anticipate risk and implement success plans where needed.
• Proactively identify and resolve client challenges, partnering with internal teams including Support, Product, and Services as needed.
• Support contract renewals and expansion opportunities in collaboration with the Sales and Finance teams.
• Collaborate closely with the Sales Team to ensure a smooth transition from the sales process to post-sales implementation and support.
• Collaborate closely with the Services Team to ensure a smooth onboarding (Services implementation) process, sharing knowledge and best practices to set the client up for success.
• Work closely with the product team to provide client feedback and insights to inform product development and enhancement efforts.
• Coordinate with the customer support team to ensure timely and effective resolution of client issues.
• Serve as the voice of the client within the organization, advocating for their needs and requirements.
• Champion the value and benefits of our products or services to clients, helping them understand the impact on their business.
• Identify opportunities for client testimonials, referrals, and references to support sales and marketing efforts.

Requirements

• 3+ years in a client success, account management, or similar client-facing role, ideally within the Digital Commerce or SaaS industry.
• Strong understanding of eCommerce business operations from a business and client perspective, ideally in a B2B or Wholesale/distribution environment.
• Strong understanding of the EMEA market and ability to build relationships across diverse regions and cultures.
• Exceptional interpersonal and communication skills, with the ability to build rapport and establish trust with clients.
• Strong problem-solving and critical-thinking skills, with the ability to understand complex client needs and provide effective solutions.
• Ability to work independently, prioritize tasks, and manage multiple client relationships simultaneously.
• Demonstrated ability to collaborate and work effectively with cross-functional teams.
• Strong technical acumen: ability to learn technical products quickly and work effectively with both technical and non-technical teams.
• Demonstrated experience with Microsoft Dynamics 365, Salesforce, CRM, ERP or similar software.
• Bachelor's degree preferred but not required.

Benefits

• Professional development opportunities
• Flexible working hours