About

Customer Success is at the heart of the Unity5 mission, with our client’s success being a core value that runs throughout the business. As a Unity5 Customer Success Manager, you will look after our Private/Local Authority customers post go live, to ensure their experience with us is exceptional; building lasting relationships with all stakeholders to deliver the value of our products and services to guarantee renewal and expansion!

Key Responsibilities...

Collaboration

Work with the Implementation team at the point of customer go live to ensure you are clear on the customer case and objectives and help measure the adoption phase to help build your plan for ongoing success
Work closely with Account Management to create and maintain customer-facing success plans focused on long term commercial goals, the customers objectives and satisfaction to ensure retention and growth
Proactively look for cross sell and upsell opportunities to pass to account management to pursue
Check-in with the Unity5 Support team for your customer’s support cases and issues to ensure there are no blockers to success, playing the first line of escalation if the support team is unable to resolve
Be the voice of the customer within Unity5 by collaborating with all functions across the business, including product and development, to ensure their needs are heard
Work with marketing to ensure as many of your customers as possible are referenced and have contributed to a case study
Promote positive change through measuring and learning from what delights customers and adapting our approaches accordingly
Share knowledge and lessons learned across the teams to avoid siloed working and attitudes

Customer Success

Have a regular communications plan with all your customers to ensure an ongoing plan for positive customer health and a focus on long term goals
Run onsite health checks and workshops with customers, focusing on data and measuring improvements through the work that you do with them, ensuring positive outcomes are shared at the senior level
Work with the product team to ensure your customer participates in the customer engagement programme to obtain their input into future roadmap plans
Create and participate in customer communities (online and in person) to bring customers together and share industry best practices and share product usage approaches
Create and run webinars for common system functionalities to provide value to customers in volume as well as provide content for our knowledge hub

Product Expertise

Use your industry knowledge to build credibility with your customers and become an influencer for their processes and system use.
Become an expert in Unity5 products and use cases to advise and train customers on best practices to maximise their usage
Stay up to date with product releases so you can communicate, train, and support your customers with new functionality
Contribute your product knowledge through user groups, events and adding content to the knowledgehub to benefit all customers

Requirements...

At least 2 years experience as a Customer Success Manager in a SaaS or technology environment
Experience looking after multiple customer accounts and being responsible for their successful renewal
Passionate about customer experience and representing the voice of the customer internally through forging relationships across the company
Solid experience delivering client facing presentations, training sessions and demos, using data to prove value
Excellent communication skills, with an ability to position product features and benefits to a non-technical (and technical) audience
Process orientated, can map processes and consult to best practices
Problem solver with willingness to take ownership of issues to resolve them
Naturally organised, with evidence of having managing multiple customer projects with a self starter attitude

Desirables...

Experience within the parking or traffic management industry
Experience using Hubspot
Experience in a scale up environment, helping to create new processes in order to succeed

Nice-to-have skills

Customer Experience
Data Analysis
Problem Solving
Project Management
HubSpot
Exeter, England

Work experience

Business Developer / Sales Development Representative

Languages

English

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