Senior Customer Success Manager

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

🌍 Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

💡 Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

📈 Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

The Senior Customer Success Manager holds responsibility for accelerating growth and profitability from our customer accounts, utilising account management methodologies to understand and support clients’ strategy and challenges.

Key Responsibilities:

• Account mapping (understand the business and strategy)

• Stakeholder identification and management requirements

• MI requirements

• Life cycle management (Onboarding, adoption, maintenance, development, renewal)

• Deliver the optimum customer success management service – develop a shared roadmap and action plan to deliver greater value, extend the reach of key contacts and deliver growth revenues with Key Account organisations

• Consult with and manage account stakeholders, to maximise service delivery performance in a consistent and sustainable way

• Maintain strong market knowledge, including competitor and regulatory activity, to ensure threats and opportunities are quickly identified

• Support line manager to deliver broader group related goals

• Management of assigned Key Accounts, to include:

• Accountable for managing contracts & renewals

• Finance enquires/invoicing escalation

• PO Escalation

• Quarterly/Biannually client Review Meetings

• Identification of upsell and Cross Sell opportunities

• Support sales process, working closely with sales function to maximise NRR

• Play an integral role in the design of the product development roadmap

• Support the design and execution of the go to market strategy

What we're looking for:

• 6+ years of experience in similar role in a SaaS environment

• Strong Key Account Management experience within a SaaS business (2+ years).

• Support in the Consultative solution selling experience, through proper understanding of needs and qualification of opportunities for revenue team

• Highly competent with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, O365, Dynamics CRM)

• Excellent influencing abilities/people management skills

• All experience and education considered. Proven track record in similar role

• Extensive demonstrable experience to build and develop interpersonal relationships externally and internally especially with C Suite key stakeholders

Our Benefits:

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

• 🌴 Generous Paid Time Off

• 🍼 Extended Parental Leave

• ❤️‍🩹 Robust Health Coverage

• 💡 Accelerated Learning Paths

• 🧘‍♂️Team Wellness Initiatives

• 📆 Company-wide Events

• 🌎 Employee Resource Groups

• ⭐️ Recognition awards

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

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