Job Description

Your Mission:
As a Customer Success Manager, you're the driving force behind our revolutionary solutions, ensuring verifiable outcomes and world-class customer experiences.
Your consultative expertise and tech-savvy approach guarantee customers not only use but thrive on our core products and groundbreaking communication tools.
Why Us: Step into a role where your mastery of a balanced human and tech approach defines not just your success but the success of our customers. Join our dynamic team and be the driving force that shapes tomorrow, seamlessly integrating human touch with digital innovation!Your Impact:

• Onboarding & Account Management:
• Account Management: Deep dive into customer outcomes, taking full ownership of driving product adoption of our solutions, resulting in tangible results.
• Customer Engagement: Build unbreakable relationships, offer insights, and personally showcase solutions' impact at events, spotlighting tangible customer success stories. You will mainly communicate with your customers via phone or zoom and determine their engagement levels.
• Issue Resolution: Own customer concerns, collaborating cross-functionally for swift, effective solutions that ensure positive outcomes.
• Data Management: Take charge of personalised engagements utilising automated tools, ensuring proactive, data-driven interactions that drive measurable value and efficiency with a focus on continuously enhancing the customer journey.
• Customer Advocacy: Personally leverage advocates for new opportunities, actively seek endorsements, and craft compelling case studies highlighting the transformative customer journey.
• Internal Collaboration: You'll collaborate with diverse internal teams, engaging with colleagues across the broader HS One portfolio.
• Daily tasks: Relationship building, issue resolution, managing churn, leveraging technology with a key focus on delivering tangible business outcomes.

• Personal Capability: Demonstrate exceptional consultative skills, analyse challenges, and proactively take initiative.
• Interpersonal Skills: Command effective communication, remain approachable, and foster collaboration.
• Manage Change: Lead through innovation, be quick to recognise and champion necessary changes, understanding the pivotal role customers play in our success.
• Focus on Results: Hold yourself accountable, meet deadlines, and relentlessly pursue growth, tying efforts to tangible customer outcomes.
• Character: Embrace a growth mindset, provide constructive contributions, remain approachable and foster collaboration.
• Continuous Improvement: Drive efficiency through a dynamic mix of human insights and tech-enabled strategies, consistently analysing performance to enhance the customer journey
• Reflect & Share: Regularly reflect on performance, identify what worked and share insights with the team for collaborative growth.

• Demonstrated understanding of identifying revenue enablement opportunities
• Proven success in expanding and nurturing a portfolio of business
• Proven capability to identify and address customer concerns
• Consistent track record in developing customer advocates, securing endorsements, and collecting positive feedback
• Experience in overseeing customer accounts, guaranteeing their success and contentment
• Demonstrated ability to leverage data-driven insights for decision-making and achieving tangible outcomes
• Familiarity with Gainsight and/or similar customer success platforms is preferred