Key skills
CProject ManagementCommunicationCustomer SuccessSales
About this role
Role Overview
- Act as a consultant to some of our highest-tier customers; building CSPs, monitoring value realisation and preparing & presenting success metrics to C-Suite
- Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap
- Consistently monitor customer health & engagement
- Proactively identify churn risk and engage internal stakeholders
- Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision-makers
- Proactively triage technical and non-technical queries and identify solutions with efficiency
- Administer renewals and reduce churn while promoting the upsell of new Xelix products
- Act as the voice of the customer internally and work closely with the Product team
- Communicate product deliverables and timelines to customers
- Collaborate with the commercial and technical teams for the best product solutions
- Work with other CSMs, founders and commercial teams on strategic topics
Requirements
- At least 3 years of relevant experience in Customer Success and/or Sales and/or Project Management in a fast-paced tech company
- Experience in managing complex enterprise customers, involving six-figure ACVs and engagement at senior levels
- Proven track record of identifying at-risk customers and driving complex resolution plans
- Proven success in managing cross-sells, upsells and renewals without assistance (MEDDIC experience ideally)
- Speedy learner with the ability to grasp new technologies, product features & processes quickly
- Good time manager & well-practised at prioritization
- Clear and accurate verbal and written communication skills
- Strong attention to detail, with experience managing multiple complex work streams at once
- Confident, high energy and personable with proven success of building relationships
- Robust analytical and problem-solving skills
- Passionate about delivering exceptional customer experiences
Benefits
- 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days
- Hybrid working with two days a week from our dog-friendly Hoxton office and on-site gym
- Comprehensive private medical & dental cover with Vitality
- Enhanced parental leave pay
- £1,000 personal annual budget for Learning & development
- Carbon-neutral initiatives and ambitious carbon reduction goals
- Lots of team socials & activities
- Annual team retreat