AR
ArcSiteHead of Customer Success
Head of Customer Success leading customer management initiatives at ArcSite. Ensuring SMB and Enterprise clients receive tailored onboarding and support services to maximize product engagement.
About the role
- Driving success and nurturing long term relationships with existing clients.
- Supporting Tier 1 customers with their use of the system.
- Building and maintaining trusted strategic partnerships with customers, with a particular focus on executive and senior stakeholders acting as their primary point of contact.
- Providing transformational support for senior stakeholders in the utilisation of Patchwork’s solutions, ensuring that our customers implement services and plan projects effectively.
- Providing senior leadership for designated Tier 1 accounts, ensuring account plans are maintained on the CRM and actions are captured and managed to address customer needs.
- Ensuring that all matters are addressed with agility and efficiency, and in line with Patchwork values.
- Regularly engaging customers with a complete review of their maturity Patchwork product utilisation, using maturity matrices / similar tools.
- Ensuring that clients are supported, through all mediums, including on a face-to-face basis where necessary.
- Ensuring all contracts within your remit are in effect according to agreed terms and conditions.
- Owning responsibility for renewals within your remit; and ensuring all renewals meet Patchwork’s expectations and capabilities.
Requirements
- Demonstrable experience in account management or customer success, in a revenue generating capacity, within SaaS products.
- Proven track record of driving growth and retention of key customers in an enterprise sales environment.
- Excellent business partnering skills with both internal and external stakeholders, in particular executive level stakeholders.
- Demonstrable experience in successful contract negotiation.
- Proven track record of working with a strategic mindset to maximise opportunities with customers.
- History of adopting new techniques and ways of working, in order to keep up to date with the market.
- Good reporting capabilities in order to communicate effectively with internal and external stakeholders.
- Exceptional communication skills, equally at ease working autonomously or as part of a collaborative team.
- Experience using common customer tools and CRMs (i.e., HubSpot).
- Tech savvy and adaptable to new technologies and systems.
- Eagerness to work with multiple people and be a self-starter.
- Prideful in attention to detail.
- Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities.
Benefits
- Hybrid and flexible workplace
- Cycle Scheme
- Tech Loan Scheme
- Employee Assistance Programme (Health Assured)
- Personal Learning & Development Budget
- Flexible income options via Wagestream
- Dog friendly London Hub
- Vibrant and fun London Hub with unlimited refreshments & games
- Access to co-working spaces across the UK
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