As a Senior Customer Success Manager at Blink you’ll be responsible for supporting a portfolio of partners and their customers from onboarding through to renewal.
By having an intimate understanding of your partners, their objectives and their customers you’ll help them to maximise the value they get from the Blink Parametric suite of products and services and grow product usage, engagement and footprint across your partners portfolio.
You’ll provide both partner and customer insight back into the Blink business, identifying areas for improvement and opportunities to add more value through product enhancement, innovation or the broader Blink product suite.
Working together with the Customer Success Support Manager you’ll be responsible for the management of escalations, working cross functionally to ensure they’re resolved to the Partners and their Customers’ expectations; using learnings to improve overall product performance.
Key Accountabilities
* Responsible for the support of Partner’s throughout the customer journey providing maximum value via onboardings, regular review and engagement calls and renewal and upgrade conversations.
* Ensure clear Partner relationship goals are established and tracked throughout the partner lifecycle.
* Responsible for ensuring that partners and their customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs.
* By understanding your partners, their products and customers together with the account director you’ll expand revenue in accounts through the broader Blink product suite.
* Working together with the broader Blink team you’ll drive the partner renewal process, incorporating your partner’s and their customer’s needs to drive win/win outcomes and grow the value of your portfolio.
* Gather both end customer and partner insights to feed into the Customer Success change plan to enable a holistic approach to product and process improvement.
* Prescriptively guide partners towards proven/recommended approaches to satisfy their business needs.
* Drive usage and engagement with structured MI through partner portals to not only deliver maximum value for Partners but also encourage engagement with Blink's solutions and encourage future loyalty.
* Reduce churn and drive new business growth through greater advocacy and reference ability.
Risk Management
* Champion, lead, monitor and embed a culture of strong internal control and risk management throughout your areas of responsibility.
* Ensure that control deficiencies and risk impacts are escalated so that root cause analysis can be performed and remedial actions taken.
* Comply with all Company policy and procedures.
* Comply with all regulatory procedures applicable to the role.
* Report any information security incident, weakness or malfunction.
Skills & Knowledge
* Strong communication and presentation skills.
* A strong empathy for customers and their desired outcomes.
* Strong background (5+ years) in cyber protection, cyber monitoring and/or adjacent verticals.
* Good interpersonal skills, a professional approach and the ability to quickly develop credible working relationships.
* A strong understanding of maintaining multi-year customer relationships increasing growth through outcomes and revenue.
* Knowledge of parametric technology and campaign management methods.
Experience
* 5 years+ experience in a B2B or B2B2C customer relationship management role.
* Demonstrable experience in building successful customer relationships, including clear evidence in successfully securing renewals.
* Proven stakeholder management across all levels.
* Experience of working in the travel industry desired but not expected.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service and Sales
Industries
* Insurance and Financial Services
#J-18808-Ljbffr