Customer Success Manager
1 month ago
ABOUT THE JOB Become a key player in our Customer Success Team at Agillic
We're looking for an enthusiastic and skilled Customer Success Manager to join our dedicated team at Agillic. This role is your opportunity to make a substantial impact, building deep relationships with our valued clients and trusted partners.
YOUR RESPONSIBILITIES In this pivotal position, you'll guide our clients to success by strategically using the Agillic platform to deliver tangible value. Your efforts will enhance marketing effectiveness and boost key metrics like annual recurring revenue (ARR), net revenue retention (NRR), and customer retention while minimising churn. Through your role, our clients will not only achieve but surpass their goals.
Key Accountabilities
Advocacy and Relationship Building : Act as the primary point of contact for customers, championing their needs and ensuring a high level of service under our "partners first" policy. Strategic Account Management and Growth : Oversee and grow customer accounts to improve satisfaction, retention, and financial outcomes. Proactively identify and capitalise on opportunities to increase ARR and NRR, while effectively minimising downgrades and churn. Onboarding and Training : Ensure new customers are onboarded efficiently, integrating partner services to maximise the initial value of the Agillic platform. Product Adoption and Utilisation : Drive the adoption of new features and functionalities, showcasing how they align with partner services to boost marketing effectiveness and financial performance. Feedback and Collaboration : Facilitate communication between customers, internal teams, and partners to improve service offerings based on customer feedback, enhancing overall satisfaction and retention. Performance Analysis and Reporting : Regularly analyse and report on account health, focusing on metrics like contract utilisation, channels utilised, channels in contract, and customer satisfaction to inform strategic decisions. Partner Strategy Integration : Collaborate with partners to incorporate their services into customer strategies, maximising value and alignment with business goals. Strategic Reporting and Stakeholder Communication : Communicate effectively with the VP of Customer Success and Support and other key stakeholders, providing updates on account performance, challenges, and growth opportunities.
WE ARE LOOKING FOR YOU IF YOU HAVE Skills and Qualifications
Demonstrated expertise in value-driven selling, with a strong ability to impact key financial metrics such as ARR and NRR. Strategic thinker with the ability to identify and leverage growth opportunities within customer accounts. Skilled in building and maintaining strong customer relationships, effectively managing expectations and turning challenges into growth opportunities. Strong analytical and problem-solving capabilities to steer business strategies and improve customer outcomes. Excellent communication and collaboration skills, adept at working with multiple stakeholders to achieve business goals. Deep knowledge of the service partner ecosystem, enabling strategic partner matching to enhance value propositions. Resourceful in leveraging internal networks to support customer needs and achieve project targets. Salesforce proficiency as well as the ability to manage a significant number of accounts along with target ownership and data compliance.
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