Customer Success Manager

3 meses atrás

Lisboa, Lisboa, Portugal Unit4 Nv Tempo inteiro

We are seeking a highly skilled Customer Success Manager to join our team at Unit4 Nv. As a key member of our customer success organization, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account management.

Key Responsibilities:
  • Be the voice of the customer and their internal advocate, gathering and understanding feedback and data to improve their outcomes and the quality of their experience.
  • Deliver added value services through our offerings to increase product value and adoption.
  • Identify and drive new sales opportunities (up/cross-sell through CSM qualified leads) in cooperation with your colleagues in sales.
  • Serve as the primary contact in the customer success organization to drive solutions for the customer that result in better risk management and retention.
  • Create and manage a customer success plan alongside the account manager and customer that delivers on their key programmatic milestones.
  • Be able to develop and provide virtual/in-person (semi-annual/quarterly) business reviews with C-level executives, practitioners, and other management with your customer team(s).
  • Ensure product ideas, needs, and value drivers are known, captured, and articulated to the wider Unit4 business community.

Qualifications:

  • Must have a passion and ability to build strong customer relationships that result in maintaining the book of business ARR (Retention), expanding the footprint of the customer within Unit4 (CSMQLs), understanding the goals and objectives of the customer and putting those plans to action and effectively tracking to realized value (success planning).
  • This individual is adaptable, curious, seeks ownership and accountability, works collaboratively across a wide range of internal and external stakeholders.
  • Accountable for churn management and retention motions across the region laddering to global business.
  • Responsible for oversight and utilization as it relates to the Success4U program.
  • Clear communicator with professional presence with empathy and enthusiasm.
  • Ability to lead through influence and trust.
  • Experience in a similar customer-centric role generating cloud software customer value.
  • Technically literate and familiar with customer engagement technologies, best practices, and trends.
  • Previous experience working within S2C, ERP, HCM and/or financial planning software industries is a plus.
  • Excellent communication and relationship management skills (verbal and written).
  • Availability to travel as necessary (up to 20%).

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