International CX Success Implementation Manager - SAAS

  • Job Reference: MM07468
  • Date Posted: 17 November 2022
  • Recruiter: 2 Source Talent
  • Location: London
  • Remote Working: 100% remote working possible
  • Salary: £50,000 to £70,000
  • Sector: IT & Informaton Security, Unified Communications, Telecommunications & Cloud
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Martha Mina
  • Email: martha@2sourcetalent.com
  • Telephone: 07884 666 352

Job Description

Leading, innovative, growing Software Solution provider is seeking to appoint an

 International CX Success Implementation Manager - SAAS

Remote Working

UK/EU

Package up to £70k + Company Benefits


ROLE:

In this instrumental role, you will be the single point of contact for my clients customers and will be responsible for customer experience by prescriptively leading the execution of customer engagements and successfully managing the customer journey.

Oversee the end to end process from NDA, contract, onboarding and service go live, ensure all relevant stakeholders are engaged and following up on assigned actions overseeing progress with contract agreement; service integration and launch of services

Develop and implement Customer Success Initiatives - leverage prior experiences and an entrepreneurial spirit to help my client establish new best practices

Collaborate extensively with peers to complete service deliverables; provide excellent customer communications and responsive follow through on all issues, actions and escalations

Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders

Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution

Regularly monitor customer health, and communicate results with regional sales team and senior management team


Requirements:

At least 5 years of experience in the technology industry (SaaS, CCaaS, UCaaS or Analytical environment required) in Customer Success, Account Management, Consulting, Project Management or Engagement Management

Solid and current understanding and experience of working with Service Providers

Own the onboarding of Service Provider Channels

Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value; a natural, credible evangelist who is experienced in translating that passion into business impact for customers

Self-starter and ability to thrive in a fast-paced start-up environment

Analytical and detail-oriented

Strong prioritization, organization and project management skills

Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, VP/C-level executives as well as front-line users

Comfortable interfacing directly with multi-geographical clients, preferably at the director level
Strong customer-facing experience with exceptional relationship and trust-building skills