Hybrid Senior Customer Success Manager

at Group GTI

• Job title: Senior Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Go
• Location requirements: Hybrid, Dublin, Ireland

About the role

• Customer Success Manager promoting brand attraction and retention through effective customer relationships. Driving annual renewals and optimizing engagement with the GTI platform.

Responsibilities

• The retention and ARR growth of customers is successful.
• You will build multi-level loyal relationships with our customers to be a trusted advisor of the GTI portfolio.
• Identify growth opportunities from our solutions portfolio, creating meaningful sales activity as a result.
• Manage and deliver annual renewals for identified customers.
• Support enterprise account managers to renewal and grow customers in your portfolio
• Feedback to Performance Marketing and Product
• Subscription customer brand and attraction goals are effectively met
• Conduct detailed and regular meetings to fully engage with the customers objectives and areas of focus.
• Design and deliver effective attraction campaigns to meet customer objectives and maximise value from the platform.
• Brief creative solutions to meet customer requirements where off-the-shelf products aren’t available.
• Use internal and external data sources to advise your customers attraction strategy.
• Monitor and optimise customers platform outcomes, providing regular performance analysis and platform insights.
• Manage Platform interventions
• An outstanding customer service to secure high customer satisfaction scores is consistently delivered.
• Provide regular sector and industry insights to your customers.
• Deliver reporting that is complimented with intelligent and relevant analysis and recommendations.
• Efficient and collaborative internal ways of working and processes are continually inputted into and developed.
• Be the voice of the client as you input into commercial, marketing and product development.
• Collaborate with all team members to reach Go-to-market KPIs.
• Take responsibility for an essential workstream within customer success, delivering regular results that benefit the whole team.
• Define and continually refine GTI CS processes
• Escalate to Enterprise leaders for support, where required, in an urgent, timely way

Requirements

• You will have a customer first mindset.
• You will be empathetic to the customer’s needs.
• You can flex to different working styles.
• Excellent professional and charismatic verbal and written communication skills
• You will be a good listener inspiring confidence and trust.
• You will be confident in your own abilities and knowledge to inspire and reassure those around you, namely the client and the account manager.
• You will be a strong team player committed to developing the team as a whole to achieve our overall goals as well as individually for your clients.
• You will be incredibly organised with the ability to manage upwards of 60 relationships.
• You will be observant of patterns and themes within our customers recruitment sector, the behaviour of our student audience and the response from the platform.
• You will be confident with reporting and analysis both in your own reading of numbers and also to explain and give clarity to the client.
• You will be committed to improving working practices, identifying efficiencies and areas of opportunity.
• Experience in employer branding and/or high-volume recruitment processes
• Understanding and interest in digital platforms
• Understanding and interest in youth marketing and supporting the next generation
• Proven experience of working in a B2B sales or customer service function, preferably customer success OR proven experience of delivering digital marketing campaigns
• Knowledge of student and graduate recruitment processes
• Ability to read, interpret and explain data reports
• Computer literate – MS Office, CRM systems
• Proactive, adaptable and a quick learner
• Focused, conscientious, and efficient with excellent time management skills
• Collaborate with peers and other people inside and outside the business

Benefits

• Permanent role – 37.5 hours per week between Monday to Friday 9.00 – 5.30pm
• 3-month probationary period
• Candidates applying for roles at GTI will be subject to background screening. You can find out more about our background screening and the recruitment of ex-offenders by reading our policies.****If you would like to speak to a member of our team to find out more information about this vacancy or you have any questions, please get in touch - [email protected]