Offer summary

Qualifications:

At least 3 years of experience in a Customer Success Manager or similar role managing large enterprise accounts., Strong relationship-building skills with expert communication and presentation abilities., Ability to strategically align with customers and coach them to realize value., Familiarity with Organizational Change and Project Management best practices, with a background in Learning & Development being beneficial..

Key responsabilities:

Independently manage a portfolio of 25+ accounts, maximizing retention and growth.

Develop and implement tailored customer success plans to meet business objectives.

Lead regular customer engagements and quarterly business reviews to drive skill advancement.

Collaborate with internal teams to enhance customer experience and provide feedback for product improvements.

Job description

Your mission

As our new Customer Success Manager you will be responsible for ensuring that our customers have the optimal experience of our platform, see its long term value and ensure we are positioned as strategic partners. You will be responsible for boosting customer happiness and retention while increasing revenue generation through renewals, up-sells and expansion.

Your role will be to ensure our customers are seeing maximum value from their investment in our hiring skills platform. You will partner with our customers to plan and ensure a successful onboarding, maintain strong user engagement, demonstrate value/impact and communicate best practices for their business.

Alongside our account management team, you will be responsible for ensuring our large customers renew and grow, by delivering on a successful project plan to ensure their success.

We’re looking for an exceptional, driven, strategically focused person who has a desire to impact the Company and make their mark on our growing and maturing Customer Success team.

Your day-to-day

Independently manage an account portfolio of 25+ accounts with a total value of € 1.5-2.5M ARR, maximising retention & growth
Understand customer needs and strategic priorities.
Develop and implement customer success plans (i.e. translate business objectives into actionable success plans, tailored to the customer's organisation, bandwidth & resources)
Demonstrate new features and content to your customers and project manage their timely rollout
Identify and mitigate risks of customer churn by addressing concerns early and proactively throughout the customer life cycle and ultimately position your accounts for continued growth.
Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Engagement Campaigns, Success Planning & Value led conversations to drive skill advancement for each of your customers with your Account Manager.
Build strategic relationships with customers and be comfortable being the authority on all things SocialTalent.
Demonstrate consultative skills to work and partner effectively and provide consultation & support to customers leveraging best practices, tips, and strategies to maximise adoption of online learning & engagement of SocialTalent
Be a true standout colleague, partner with sales, marketing, engineering and product and support teams to deliver outstanding customer experiences
Develop and share standard processes with team members to continually improve the quality, effectiveness, and efficiency of our processes.
Be the voice of our customers internally to inform our sales process, product improvements and marketing strategies.
Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within your customer portfolio
Collaborate closely with leadership to continuously advance the way we deliver the best customer experience to our customers

Your profile

At least 3 years of experience in a CSM role (or similar, eg. Account Manager) managing large, global enterprise accounts
You are a strong relationship builder, with expert communication, presentation and influencing skills
You are a systems-thinker with the ability to strategically align with your customers and coach them to realise value
You have the ability to manage a range of customers and work as part of a team
You are adept in prioritisation & time management, and highly comfortable using data & insights to inform your decision-making
You have a working knowledge of Organisational Change & Project Management best practices
A background in Learning & Development would be beneficial
Experience with Salesforce.com preferred

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About us

We’re the world’s leading platform for enabling hiring excellence. We upskill Talent Acquisition teams, hiring managers, candidates, and employees with expert-led training and resources for Recruiting, Interviewing, and Candidate Experience - all on a flexible, inclusive platform designed for the modern workplace.

Our internal values of Ambition, Bravery, Collaboration and Dignity inform everything we do. We pride ourselves on driving innovation, being open and transparent, focusing on the well-being of our staff and giving a voice to each employee. We are a remote first/ distributed company. That means that you can work from anywhere within the Republic of Ireland. However, as the name suggests, we are a social bunch and so we also run regular remote and optional in-person social events to keep us all connected.

If you're passionate about enabling people, whether through developing cutting-edge technology, working with world-leading experts to create incredible content, creating compelling marketing campaigns or by providing first-class customer service – we'd love to hear from you .

SocialTalent is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the Traveller community. If you have a disability that requires reasonable accommodation during the interview process please let us know.

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