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Customer Success Manager

You will play the central role in Synalogik’s client accounts which span across the insurance, gaming, law enforcement and banking sectors.  Your key focus will be to work with the Chief Operating Officer to onboard, train, manage and achieve revenue, profitability and customer satisfaction growth in our key accounts.

Main Responsibilities of the Position

Sales & Account Management

  • Deliver quotations on new business opportunities, coherent with the overall business strategy.
  • Take customer requirements for future challenges and work with our team of developers to understand how we can solve them.
  • Understand the data landscape and how our customers use data in their operations.
  • Represent the company at relevant trade exhibitions.
  • Develop and maintain comprehensive Account Plans.
  • Build client roadmaps and execute against them.
  • Ensure the accuracy of Salesforce records.
  • Provide monthly sales reports to include an analysis of results to develop an account action plan.
  • Proactively contribute to the market focused approach to plan, develop and implement new initiatives or product launch campaigns.
  • Retain accounts and drive customer renewals at the relevant contractual period.

Training & Onboarding

  • Proactively manage all aspects of the onboarding process to include user account creation, participate in pre-deployment workshops, configure our software for the client specific requirements.
  • Arrange and deliver client new user training.
  • Participate in internal quality control processes, contributing to the evolution of software and service quality.

Other duties:

  • Design and deliver account-based marketing strategies as appropriate.
  • Design and deliver valuable client interactions in the form of discovery days, workshops, podcasts, guest speaker events to drive brand loyalty, innovation and product and portfolio evolution.

QUALIFICATIONS

Essential

  • BA / BSc – MBA or MSc preferred.
  • MS Office proficient.

 

KNOWLEDGE & EXPERIENCE

Essential:

  • Minimum of 3+ years’ experience in Customer Success or Account Management, preferably within a software business focussed on insurance, law enforcement or gaming, banking sectors.
  • Experience with 3rd party data providers to deliver investigative capability, such as Know Your Customer (KYC) and Enhanced Due Diligence (EDD) solutions and/or experience in delivering anti-fraud (AF) or anti money laundering operations (AML).

SKILLS

Essential

  • Ability to work pragmatically with customers on a user level to resolve issues
  • Hands on ability to resolve customer service issues relating to technical issues and conflicts.
  • Clear and effective communication ability, both written and spoken, at all levels within the business and externally to all major customers and stakeholders when required.
  • Proactive and inquisitive in nature – willing to make things happen through engaging customer interaction.
  • Passion of using technology to solve customer challenges and for being part of a fast-growing SaaS company.

Desirable

  • Experience of delivering training or refresher session for software users.
  • Strong leadership skills.
  • Impressive executive presence and sharp business acumen.
  • A self-starter with a keen eye for detail, the ability to manage and prioritise their own workload under pressure.
  • Holds or can secure Security Clearance and NPPV3 level vetting.

Synalogik is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.

This policy applies to all employment practices within our organisation, including hiring, recruiting, promotion, termination, redundancy, leave of absence, compensation, benefits, training, and apprenticeship.  Synalogik makes hiring decisions based solely on qualifications, merit, and business needs at the time.

You must be a British Citizen and been resident in the UK for the last 5 years, and willing to undergo SC Clearance.

NO AGENCIES PLEASE

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