Customer Success Manager

Skills

About the Role

You will manage a nominated list of customers, mainly Enterprises, driving profitable annual contract revenue and increased market share from Elliptic's solution and service portfolio. You'll build strong relationships with key stakeholders, guide customers through onboarding to renewal and expansion, and act as the main point of contact for your accounts. You'll analyze utilization data to assess renewal risk, identify upsell and cross-sell opportunities, and build strategic account plans. You'll convert customer needs into qualified opportunities, develop custom proposals, conduct QBRs and product demos, negotiate terms and renewals, and work to meet quarterly and annual quotas for your region.

Requirements

• Extensive Customer Success experience managing, retaining and leading expansion opportunities
• Experience working with a broad set of customers across the region
• Experience creating and working with data flow diagrams of payment schemes and architecture
• Ability to understand the customer's business model and how digital assets fit into their strategy
• Ability to analyse customer usage and engagement data to identify trends and opportunities
• Ability to manage difficult client relationships such as churn or downsell conversations
• Ability to evaluate customer needs and preferences related to pricing and product terms
• Collaborative mindset and experience working with a larger account team including Account Executives and Solutions Consultants
• Understanding of complex B2B sales methodologies
• Solid Account Management experience selling SaaS solutions
• Experience working with customers distributed across multiple countries/states
• Demonstrated track record of quota over achievement

Responsibilities

• Build strong relationships with key stakeholders within your account base
• Manage customers throughout the lifecycle from onboarding to renewal and expansion
• Serve as the main point of contact for accounts internally and externally
• Analyze critical utilization data and assess renewal risk, proactively mitigating risk
• Develop net new business through upsell and cross sell opportunities within your region
• Build strategic customer account plans and manage the commercial cycle independently or with AEs
• Discover and scope high quality expansion opportunities within existing accounts
• Convert customer needs and challenges into qualified opportunities
• Develop custom proposals based on customer requirements
• Conduct presentations such as QBRs, kickoff calls and product demos
• Negotiate terms and renewals
• Meet and exceed quarterly and annual quotas for your region and target customers

Benefits

• Hybrid working and the option to work from almost anywhere for up to 90 days per year
• £500 Remote working budget to set up your home office space
• $1,000 Learning & Development budget
• 25 days of annual leave plus bank holidays
• An extra day off for your birthday
• 16 weeks fully-paid parental leave
• Private Health Insurance (Vitality)
• Full access to Spill Mental Health Support
• Life Assurance covering 4 times your salary
• Cycle to Work Scheme