Customer Success Manager

Company Description

iVvy is a SaaS technology provider disrupting the MICE industry by delivering Event Management, Venue Management, and Distribution Solutions to the meetings, and events industry.

Role Description

This is a full-time remote role at iVvy. The Customer Success Manager will be responsible for ensuring customer satisfaction, analyzing customer data, retaining customers, building relationships, and capturing upsells on a day-to-day basis. You will serve as the primary point of contact for assigned accounts, understanding their needs, and promoting our products/services to meet their requirements. The ideal candidate is a motivated, detail and customer-oriented individual with excellent communication skills. This role will encompass serving customers across a range of countries.

Responsibilities

• Customer Management: Develop and maintain strong relationships with existing clients, understanding their business objectives and ensuring exceptional customer satisfaction and product adoption to drive retention and usage of the product.
• Revenue Growth: Meet and exceed revenue targets by actively checking in with assigned clients, and identifying opportunities for a shared win.
• Needs Assessment & Reviews: Conduct comprehensive needs assessments for clients, understanding their pain points and tailoring solutions to address their specific requirements.
• Retention: Communicate regularly with their designated clients to identify flight risks and work to resolve any issues with the support of the broader team to retain the accounts. Ensure health scores are up-to-date for clients.
• Renewals: Work with accounts to re-contract them for further terms.
• Evangelists: Communicate with clients regularly to cultivate brand champions, client council members, reference sites and case study candidates.
• CRM: Ensure all client data in our CRM is kept up-to-date.
• Product Knowledge: Stay up-to-date with our product offerings, features, and competitive advantages to effectively present and position our solutions to clients.
• Support: Provide exceptional support addressing any escalations, enquiries or concerns by engaging the appropriate internal team to address, whilst continuing to own the relationship.
• Reporting: Regularly update and maintain accurate records, reports, and forecasts, providing insights on performance.

Requirements

• Values: Consistently demonstrate the iVvy values and work effectively and respectfully within iVvy, with clients, with partners, and other parties at all times.
• Proven Account Manager or Customer Success Experience: Minimum three years of successful experience, preferably in a B2B environment.
• Relationship Building: Strong interpersonal and relationship-building skills, with the ability to establish rapport and trust with clients and colleagues.
• Effective Communication: Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and professionally with the ability to navigate challenging situations with diplomacy.
• Customer-Centric: A customer-oriented approach, focused on understanding and fulfilling client needs to ensure long-term partnerships. Strong problem-solving abilities and a proactive approach to finding solutions.
• Self-Motivated: Highly motivated, proactive, and results-driven, with the ability to work independently and as part of a team. Demonstrated ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Industry Knowledge: Familiarity with the industry is a bonus and a strong willingness to learn about our products and industry developments is required.
• Organisation and Time Management: Strong organisational skills and the ability to prioritise tasks efficiently to meet deadlines.

Education & Experience

• Must be a french speaker/writer with a professional proficiency
• Minimum of three years experience in a customer-facing role, such as customer success, account management, or sales.
• Proven track record of managing and growing customer accounts, driving customer satisfaction, and achieving retention targets.

Benefits

• 9-day fortnight
• Health and wellness allowance
• Educational allowance
• Remote working location
• Competitive financial package including a large quarterly and annual bonus.