Hybrid Senior Customer Success Manager

at Ometria

• Job title: Senior Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Senior Customer Success Manager nurturing C-Suite relationships and enabling revenue growth for innovative retail clients at Ometria. Drive customer satisfaction and retention while managing enterprise client portfolios.

Responsibilities

• You'll play a pivotal role in delivering value and success for your clients, reporting directly to the Manager of Customer Success managing a portfolio of our enterprise clients.
• Your primary focus will be on nurturing C-Suite relationships, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses.
• Retain your customers, secure their renewal and hit retention targets.
• Champion customer retention, ensuring seamless renewals and surpassing retention targets.
• Identify and neutralise potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships.
• Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with.
• Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimising retention.
• Oversee end-to-end commercial negotiations, solidifying prosperous partnerships.
• Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets.
• Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals.
• Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership.
• Foster senior-level champions in each account, fortifying engagement and retention strategies.
• Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavours.
• Actively seek channels to heighten Ometria's visibility within client organisations.
• Deliver timely and accurate commercial forecasting.
• Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans.
• Identify risk factors ahead of time and handle objections and escalations with finesse.

Requirements

• 5 years of Customer Success experience in an enterprise software organisation working with large, complex clients preferably in the Retail space.
• Exceptional Communicator - you love to deliver value to your clients by confidently presenting successes and opportunities aligned with their service level. You enjoy partnering with multiple internal teams and confidently and authoritatively communicate with a diverse range of both internal and external stakeholders, including C-Suite executives.
• Relationship builder - you’re a natural relationship builder, adapting your communication style easily with C-suite executives, tech leads, marketing heads and end users as required.
• Business and commercial acumen - you identify trends in business performance to secure commercial opportunities and mitigate risk with action plans on how to solve these.
• Customer Service Excellence - you have a proven track record of delivering first-class customer service, consistently exceeding client expectations.
• Data Literacy and Storytelling - you are comfortable working with, manipulating, and interpreting data sets, utilising a combination of reporting tools. You can turn data into insight and build compelling narratives through your ability to analyse key trends and KPIs.
• Technical understanding and communication proficiency - you understand how to adapt your communication to each stakeholder leveraging a solid understanding of the technical aspects of how Ometria partners with our customers (eg. APIs, Javascript code, Data feeds)
• Meticulous prioritisation and self management - you are a self starter and thrive in fast-paced environments and effectively manage multiple tasks under pressure. You enjoy finding ways to work smarter and collaboratively contribute your ideas with your peers and managers.

Benefits

• 30 days holiday + 1 day on your birthday (plus bank holidays)
• Health Insurance (Bupa)
• Mental Health Support (Spill, Calm)
• Cycle to work scheme
• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
• Professional Development Fund