ObservePoint

Customer Success Manager (EMEA)

Source: Talent GB

Customer Success Manager

Customer Success · London & Home Office/Remote

Department Name: Customer Success, EMEA

Responsibilities

This is an exciting opportunity to join a passionate team focused on winning together. The Customer Success Manager will serve as the main point of contact for 30-50 clients in EMEA and is tasked with delivering an outstanding customer experience during onboarding, day to day, and at renewal.

  • You’ll be responsible for post-sale activities, including onboarding, support, and retention.
  • Establish relationships with champions and economic buyers to become a trusted advisor throughout the customer lifecycle.
  • Maintain product expertise across the ObservePoint solution.
  • Identify opportunities for account growth within your managed accounts.
  • Ensure customers receive maximum value from the ObservePoint solution by delivering first class, human, and personalised customer experience.
  • Monitor customer usage data, key health indicators, renewal dates and growth opportunities to proactively nurture and provide support to assigned customers.
  • Proactively manage customers that are at risk through cross functional collaboration to improve customer health and remove risk.
  • Own regular business reviews to build relationships, improve understanding of business challenges, and better support in alignment with customer goals.
  • Proactively manage and own the renewals process from start to finish.
  • Serve as the customer advocate to internal teams, communicating business requirements and product enhancement requests for improved customer experience.
  • Minimum Qualifications

  • GRIT - passion and resilience.
  • Strong problem-solving skills and resourcefulness. If you don't know how to do something, you'll do whatever it takes to figure it out.
  • High emotional intelligence.
  • Willingness to learn and flexibility to adapt in a fast moving environment.
  • Positive mindset.
  • Preferred Qualifications

  • 1+ years of Customer Success experience in a SaaS organization.
  • Strong business acumen and comfortability developing executive relationships.
  • Experience in some combination of the following: tag management, analytics implementation, consulting, account management, customer support, computer programming.
  • Very strong organization and task management skills.
  • Understanding of HTML, JavaScript, Regular Expressions and Basic Programming is a plus.
  • Company Description

    For organizations to be truly data-driven, they must answer two vital questions: 1) What is this data telling me about our customers? and 2) Can I trust my data?

    Since its creation, ObservePoint has empowered insights-driven companies to trust their data and create better experiences for their customers with analytics testing and data governance. Our automated Technology Governance solution enables companies to scan their digital properties for data collection errors—ensuring they are collecting accurate data to guide their decisions.

    Now with Privacy Compliance and Campaign Performance, ObservePoint helps organizations comply with regulations to protect customer data as well as standardize campaign tracking to capture complete, actionable insights.

    Together, ObservePoint’s Data Governance solutions bring insights, automation, and compliance to the chaos of customer experience data.


    3 days ago



    London, England

    ObservePoint

    Full Time (in-house)

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