DeGould is an exciting, multi-award-winning company in the software and AI sector located in the South West of the UK. The Company develops and delivers innovative vision and damage detection systems to a range of blue-chip corporate clients (including Toyota, Mercedes, Ford, Jaguar Land Rover, and Bentley). As the Company embarks on an exciting growth phase, it plans to expand the Customer Success Team, further develop existing products, and explore opportunities for new ones.
This isn’t your average CSM role. DeGould is looking for a proactive and commercially minded Customer Success Manager, who will manage each customer’s transition from prospective customer to active users of the Company’s products, and ultimately be responsible for fostering an environment that enables future growth opportunities. It will require an individual who has the aptitude to not only understand a complex and technical product but also communicate its value to customers well, whilst combining gravitas and experience to manage the relationships and turning them into future growth opportunities, ultimately building lasting relationships with our customers.
Duties and Responsibilities:
The main deliverables of the role are:
* Customer Onboarding and Engagement: guide customers through the entire lifecycle, from prospecting to becoming active users of the company’s products. Ensuring customers see value from the start is a priority.
* Driving Growth Opportunities: a proactive approach to identifying and nurturing growth opportunities within customer accounts. You’ll not only maintain but expand these relationships to drive revenue.
* Technical Aptitude: comfortable understanding and communicating the value of a complex, technical product. Translating technical features into benefits that resonate with customers is essential.
* Relationship Management: ability to combine gravitas and experience in managing customer relationships. This includes fostering an environment for future growth and turning customer interactions into long-term partnerships, as well as being the primary technical and commercial point of contact for a small number of existing OEM customers.
* Commercial Mindset: ability to be a strategic thinker, with a commercially oriented approach to customer management in order to identify potential opportunities and leverage them for business expansion. Accountable for pipeline opportunities and revenue forecasting, along with the maintenance of our CRM.
* Reporting and Insight: ongoing responsibility for routine customer and product reporting and analysis.
* Problem Solving: point of contact for technical issues to ensure the highest level of system performance and uptime.
* Travel: International travel to customer locations.
* Contracts: ability to project manage protracted and complex contractual negotiations, from the development of scope through to quotes and the execution of contracts.
* Execution: work with the Product and Implementation Teams to deliver against scope and ensure customer expectations are aligned with the specification for each product.
* Strategy: Actively participate in the development of the Company’s commercial strategy, including value proposition, pricing and adjacent revenue opportunities.
About You:
Experience/Desirable Skills:
* A proven business or management skillset within an enterprise service environment.
* Ability to work under pressure in a fast-moving, dynamic environment.
* Experience of developing value proposition conversations.
* Excellent communication and organisational skills, with the ability to present and influence.
* An Engineering background, or aptitude to understand the technical complexities of the product.
* Technical Account Manager role or equivalent position.
* Experience in automotive, either OEM or supplier, a distinct advantage.
* Experience of developing Land & Expand commercial strategy.
Behaviours:
As an employee of DeGould Ltd, you are required to meet a number of common standards of behaviour, accountabilities and outcomes. In addition, and in relation to this role, it is expected that the successful candidate will exhibit these behaviours:
* Empathy – able to put themselves in the shoes of others.
* Creative – Open to new ideas and demonstrates good design skills in their work.
* Analytical – capable of working through the detail when required.
* Flexible – thriving in a fast-paced, changing and opportunity-rich environment.
* Collaborative – enthusiastically works with colleagues and customers alike.
* Dependable – deliver on stakeholder commitments in a timely manner.
Benefits:
Competitive salary and benefits including:
* 25 days holiday per annum (excluding bank holidays).
* Additional days holiday for birthday.
* Cycle to work scheme.
* Pension auto enrolment after 3 months service.
* Enhanced maternity, paternity and shared parental leave.
* Health insurance with Vitality for employee, spouse and children.
* Flexible working can be agreed.
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