Manage a portfolio of UK and European clients, developing an in-depth understanding of these accounts in terms of the problem IntelligenceBank is solving for the client, and the structure of the platforms configured
Actively seek ways to provide clients with additional value with new tools, users and use cases.
Answer customer support calls and assist customers with their questions and feedback in a timely manner.
Monitor the HelpDesk for APAC and NA clients outside business hours for these regions (but during UK business hours), providing first level support where possible.
Configure new platforms based on clients' request and update back-end fulfilment systems
Train Main Admin users to use the software and show how helpdesk is used
Identify upsell opportunities, provide pricing and quotes
Achieve upsell goals and process renewal sales in CRM system and back-end systems (Salesforce)

Previous Account Management/Customer Service/Support delivery experience within a SaaS/software or professional services consulting business is essential.
Passion for solving business and technology challenges with leading edge solutions
Energetic, motivated and driven with a great work ethic and highly developed relationship skills
Highly autonomous whilst at the same team being a team player
Excellent verbal and communication skills, with a high level of attention to detail
Time, Priority Management and Problem Solving skills
Technical skills – exposure to Salesforce or other CRMs, Microsoft Excel skills desirable
An understanding of Marketing and/or Martech is advantageous

Senior Customer Success Manager

Key skills