As a Customer Success Manager (CSM), you will play a critical role in driving customer satisfaction, retention, and growth for Rubicon Bridge products. You will serve as the main point of contact for customers, ensuring they are fully supported in their use of our platform and helping them achieve maximum value from their investment. Your primary goal is to build long-term relationships with clients, proactively address their needs, and act as their advocate within the company.
This role is ideal for a customer-focused individual who thrives on problem-solving, has a deep understanding of SaaS solutions, and is passionate about helping customers succeed.
Responsibilities:
1. Customer Onboarding & Training: Guide new customers through the onboarding process, ensuring a smooth implementation and integration of Rubicon Bridge RegTechTool.
2. Provide product training and best practices to users to ensure they are fully equipped to achieve their goals using the platform.
3. Customer Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders and decision-makers at customer organizations.
4. Act as the main point of contact for any customer queries, ensuring timely responses and resolutions to any challenges they may face.
5. Customer Advocacy & Success Planning: Develop tailored success plans for customers, outlining clear goals, success metrics, and milestones.
6. Continuously monitor customer progress and work proactively to ensure they are deriving maximum value from the product.
7. Proactive Account Management: Regularly check in with customers to identify any pain points, additional needs, or opportunities for upselling/cross-selling.
8. Coordinate with internal teams (sales, product, and operations) to address customer feedback, resolve issues, and enhance the customer experience.
9. Product Adoption & Usage: Analyse customer usage data to identify opportunities for deeper product adoption and increased engagement.
10. Provide recommendations and resources to help customers unlock additional features and functionalities that align with their business objectives.
11. Churn Prevention & Retention: Proactively identify customers at risk of churning and develop strategies to re-engage and retain them.
12. Handle customer renewals, ensuring that customers are satisfied with the service and eager to continue the partnership.
13. Customer Feedback & Insights: Gather feedback on the product from customers and share insights with product and development teams to inform future improvements and features.
14. Act as the voice of the customer internally, advocating for their needs and ensuring the product roadmap aligns with their priorities.
Key Skills & Competencies:
1. Customer-Centric Mindset: A passion for understanding customer needs and a commitment to delivering exceptional customer experiences.
2. Problem-Solving: Strong ability to address customer issues creatively and efficiently, ensuring a positive outcome for all stakeholders.
3. Communication Skills: Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users.
4. Project Management: Ability to manage multiple accounts and prioritize tasks, ensuring customers are always receiving the necessary support and attention.
5. Technical Aptitude: Comfortable working with SaaS platforms and capable of understanding technical product details and features to effectively assist customers.
6. Data-Driven: Ability to analyse customer data to drive decision-making and inform customer success strategies.
7. Relationship Building: Proven ability to build trust and rapport with customers, establishing long-term partnerships.
Job Types: Full-time, Permanent
Benefits:
* Bereavement leave
* Company events
* Company pension
* Employee discount
* Flexitime
* Health & wellbeing programme
* Life insurance
* Paid volunteer time
* Private medical insurance
Schedule:
* Monday to Friday
Work Location: In person
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