Customer Success Manager – Local Government
Full-time | Birmingham | Hybrid
Founded in Birmingham in 2012, Orlo has grown to be the UK’s leading platform to manage your digital conversations, managing millions of interactions every year. Orlonians are on a mission to build an amazing company that solves complex problems – and have fun along the way! We’re a bunch of genuine people who work hard every day to support our customers in managing their digital conversations. Our platform empowers users to handle their outbound and inbound messages from one handy inbox, so they can focus on what really matters – providing a great customer experience through digital channels.
Orlo is passionate about connecting the 400+ organisations with which we work, with the citizens they serve via digital channels to help create more engaged communities. Our customer base comprises over 120 local government organisations including the likes of Surrey County Council, Leeds City Council and Tower Hamlets Council to name but a few. We’re proud to say that we have a 96% retention rate and we continue to help our customers build trust in their communities through brilliant conversations.
Our Customer Success team develops collaborative and supportive working relationships with our diverse customer base to ensure the adoption and use of the Orlo platform. We work with all of our customers to discover their business needs, objectives and committed obligations to help them get the most out of our digital conversations platform.
We take pride in making sure our customers get as much value as possible out of our solution, with training and support provided throughout the entirety of their time with us. Working closely with all internal stakeholders, at every step of the customer journey, we genuinely care about delivering the best customer experience possible to new and existing clients.
We’re looking for a professional, confident and experienced Customer Success Manager with a background working with organisations in the local government sector, to join our growing team of Orlonians. Joining a well-established team, your key accountabilities would be:
* Account management of a range of clients from our local government sector
* Look at new ways to engage and expand our customer base
* Retention and expansion targets
* Familiar with the current social landscape
* Assist the Customer Support team when required
* Where necessary, deliver onsite onboarding and training to customers
* Hold conversations with prospects, supporting the sales team, in the pre-sales process
* Internal stakeholder management – communicating performance to key internal stakeholders
* Owning tender processes and working directly with procurement
* Demoing new product features to support future account growth
* Creation of quotes and contracts to ensure the business is contractually protected
* Participation in relevant industry and company events
Without sounding cliche, we’re looking for someone whose organisational skills are next to none, who loves working in a structured way and has no problem working to deadlines.
* A desire to really ‘own’ your role, taking your accountabilities and responsibilities in your stride.
* Either experience in a CSM role in a SaaS company or working in a social media/digital/Comms role within the local government sector
* An understanding of CRM platforms – bonus if you’re a Microsoft Dynamics 365 whizz.
* A truly customer-centric person, who’ll go above and beyond to delight their customers.
* We’d love it if you’ve previously worked in a technology or SAAS business, but it’s not a deal-breaker if you haven’t.
* Comfortable and confident with quoting and pitching commercial benefits
* Comfortable presenting performance to clients, the company and peers
* Experience working in the public sector is preferred, we’re looking for a CSM who can understand and challenge customer’s objectives
* The boring bit… a clean driving license.
First things first, you’ll be joining a fun and inclusive team of grafters who genuinely do give a sh*t about each other and their customers. We offer a flexible work environment, 25 days holiday, a competitive salary based on experience and the opportunity to earn an annual bonus.
Orlonians love to work hard and have fun along the way, and on top of that, we’re a curious bunch – continuously learning and growing is important to us, so we offer training and development opportunities to all of our team.
Our recently revamped office is perfectly located right in the heart of Birmingham’s bustling city centre, just a hop, skip and a jump from New Street Station. With a fun and inclusive environment, all the tea and coffee you can drink and great views of the city, it’s a great place to work – but we do offer flexitime and remote working too.
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