Senior Customer Success Manager

Location

Remote | United Kingdom

Job description

Job Title: Senior Customer Success Manager
Company:   Amber Labs
Location:   Hybrid, UK

About Us:
At Amber Labs, we specialise in Data Engineering, Cloud, and Analytics Consultancy, dedicated to empowering our clients' digital transformation journeys. Our mission is to unlock the potential of our clients' data through innovative strategies that enhance their data capabilities, analytics, and data governance.

Position Overview:  
We are seeking an ambitious, experienced, and results-driven Senior Customer Success Manager to join our team to help develop and grow our Customer Success Team, contributing directly to the continued success and growth of our Company. 

Reporting directly to the Head of Customer Success, the ideal candidate will be someone with a minimum of 3 - 5 years previous experience working in a customer success role as part of a high performing team of Customer Success Managers, and ideally within the Data, Governance, and Cloud consultancy world. 

You will need a proven track record of successful relationship management with enterprise customers, consistently achieving your targets, and a demonstrable wealth of experience of expanding accounts. You should have a strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset. 

Key Responsibilities:

• Manage your own portfolio of strategic clients.
• Identify and pursue new business opportunities within your existing portfolio to drive revenue growth for the company.
• Develop and execute strategic account plans and mapping to meet and exceed targets.
• Determine the metrics, health scores, and KPIs relevant to each account, as well as for any CSMs that may be appointed under you.
• Build and maintain strong relationships with key decision-makers in target industries and companies.
• Collaborate with cross-functional teams, including sales, marketing, finance, and the Consulting practice, to ensure seamless delivery of solutions to clients.
• Analyse market trends, competitor activities, and customer feedback to adapt strategies accordingly.
• Utilise effective negotiation skills, customer-focused approaches, client issue resolution skills, and sales techniques to maintain outstanding customer relationships and close deals.
• Contribution to the creation and refinement of customer success processes and tools, to leverage their experience for broader team efficiency and effectiveness.
• Active participation in industry events and forums, to not only stay abreast of trends but also to elevate the company's presence in the industry.

Desirable Skills and Qualifications:

• Proven experience in customer success, with a track record of exceeding revenue targets and successfully winning renewals and expanding accounts.
• Familiarity with selling into Government sectors, with a strong understanding of government procurement processes.
• Experience using Government procurement portals for bidding and proposal submission.
• Experience of both Direct and Indirect customer success models.
• Previous experience in a managerial role, demonstrating leadership skills and the ability to drive a high-performance customer success team.
• Excellent communication, interpersonal, and presentation skills, with the ability to confidently discuss complex matters at C-Level.
• Results-oriented mindset with a focus on achieving and exceeding sales targets.
• Ability to thrive in a fast-paced, dynamic environment and adapt to evolving market conditions.
• Domain experience in Public Sector, and Consulting Services Sales.

What we offer to you?

• The chance to work in a supportive and growth focused environment and learn from senior subject matter experts whilst also securing a competitive salary and an excellent commission and benefits package.
• We offer a comprehensive private health insurance plan through Aviva, as the well-being of our team is one of our highest priorities.
• We also have a fun rewards scheme with Perkbox, which can offer discounts and freebies on a variety of goods and experiences. 
• The chance to work at the forefront of the latest technologies and innovations, on cutting-edge projects and programmes that will allow you the autonomy to work independently.
• To be part of a team that embraces the strengths of diversity and inclusion. A collaborative outlook where your voice and ideas are always heard.
• A platform that will support and allow you to push your own ideas to deliver on projects successfully.
• We believe the best impact is the value we add, not the hours we sit at our desks. We promote a good work/life balance for all our staff and welcome discussions about flexible working.

Interested?

Then please get in touch by applying with your most recent copy of your CV including a contact number and we will contact you directly to discuss further.

We welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. All applications are assessed purely on merit, against the capabilities and competencies required to fulfil the position.

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