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Customer Success Manager

Job Title Customer Success Manager

Department Operations

Reporting to Chief Operating Officer

Primary Description of the Position

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.

Background on the Position

This is a fantastic time to join our dynamic and exceptionally talented team.  We are looking for an individual who is enthused by client challenges and obsessed with client success.  Someone who can become a Scout expert, an ambassador of our technology who will work with our customers to solve their current and emerging challenges.

We are on a rapid growth trajectory and require a Customer Success Manager to pick up where Business Development left off; to continue to delight our customers and drive account growth with unrelenting passion, knowledge and enthusiasm.

Main Duties of the Position

Sales & Account Management

  • Maintain and service the requirements of a developed customer base in a strategic and coherent manner by being a high profile, trusted, customer point of contact
  • Identify or create new business opportunities, upsell existing products and services, manage escalations and ensure the highest possible levels of customer service is maintained to develop our accounts to their optimum revenue potential
  • Contribute to the strategic direction of the business by proactively identifying or developing new sales opportunities;
  • 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, Knowledge, Skills and Experience

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, gaming, law enforcement or banking sectors;
  • Ability to work pragmatically with customers on a user level to resolve issues
  • Experience of working with data providers;
  • Experience of delivering training or refresher session for software users.

SKILLS

Essential

  • 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 stake holders 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

  • 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

Personal Characteristics

  • Conscientious, reliable, with good attendance and timekeeping standards
  • Honest, trustworthy, able to work unsupervised
  • Keen to learn and acquire new skills, responds positively to feedback
  • Demonstrates initiative and contributes ideas
  • Pragmatic approach to problem-solving without cutting corners
  • Positive team player
  • Flexible, adaptable, and calm when working under pressure
  • Ability to work effectively at all levels and with a diverse team
  • Candidates must be flexible to work additional hours, as and when required

Benefits

The best benefit is being part of the team; a fun, smart, and vibrant bunch focused on producing excellence and customer satisfaction.

But if you are looking for more than that there is a comprehensive benefits package including:-

  • Pension into which the company will contribute 5%
  • Private Healthcare
  • Life Insurance
  • Flexibility to work from home
  • Use of the latest IT technology including top of the range MacBook Pro or Air
  • 24 Days annual leave, increasing 1 day every year up to 30 days
  • Continued professional development training

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.

To apply for this position, please send your CV to hr@synalogik.com

NO AGENCIES PLEASE

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