Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
About Us
We are committed to empowering our clients to reach their business goals with our comprehensive Success4U program. As we expand our commitment to our clients we are seeking a Senior Customer Success Manager to join our team and lead clients through their journey to success.
Role Overview
As a Senior Customer Success Manager you will play a critical role in driving customer satisfaction and success by ensuring that clients fully leverage our products and services. Your mission will be to guide clients through a tailored success plan built collaboratively to meet their unique business needs and objectives. You will be their trusted advisor helping them navigate their Success Catalogue options utilize their Success Points effectively and access our specialized educational resources. This position requires a deep understanding of customer success strategies outstanding project management skills and a customerfirst mindset.
Key Responsibilities
- Success Planning: Develop and implement a customized success plan for each client with clear goals timelines KPIs and action items. Regularly check in with clients to monitor progress address challenges and adjust strategies as needed.
- Customer Engagement: Act as the primary point of contact for clients fostering longterm relationships and continuously enhancing their experience. Collaborate with clients to maximize the value of their Success Points and provide guidance on available resources and services.
- Education and Enablement: Support client teams by coordinating access to premium education content for administrators and endusers. Conduct onboarding sessions to introduce clients to available educational resources ensuring they are wellequipped to make the most of our products.
- 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; Turn insights into action.
- Identify and drive new sales opportunities (up/cross sell through CSM qualified leads) in cooperation with your colleagues in sales.
Qualifications :
- Excellent communication skills fluent in English (verbal and written) with an ability to convey complex information clearly to clients.
- Proven experience as a Senior Customer Success or Account Manager or related role within a SaaS company.
- Demonstrated ability to build and maintain strategic client relationships with a focus on delivering exceptional service.
- Strong understanding of customer success planning KPI tracking and action planning.
- Proficiency in project management and an ability to multitask across various client needs.
- Familiarity with ERP SaaS and financial processes is considered an advantage.
- Eager to learn and to continuously develop a structured & factbased work approach.
- Strong work ethic and a high level of integrity.
Additional Information :
Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. Were a fastpaced highgrowth peoplecentric company delivering enterprise software for a great people experience and offering our own people a host of benefits and development opportunities. Grow with us At Unit4 we offer:
a culture built on trust giving you the freedom and autonomy to be successful;
balance with our uncapped time off policy remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize wellbeing;
talented colleagues role models and mentors work learn and be inspired by some of the best talent in the software industry;
a commitment to sustainability with initiatives such as our Act4Good program a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet;
a safe and inclusive working environment supported by our Employee Resource Groups which are open to all and include Women at Unit4 Pride at Unit4 Mental Health and Access at Unit4 and People of Color at Unit4.
This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer we could ask for background checks. Subject to applicable local laws such security checks may require disclosure of personal information including criminal record declaration right to work personal identification and work history. No worries though well handle it according to local privacy laws and keep your info safe. Questions Feel free to reach out!
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
