Senior Customer Success Manager, Dotdigital
Offers Share reward
Office located in London Bridge, London
Omnichannel marketing automation platform
Job no longer available
Omnichannel marketing automation platform
201-500 employees
Job no longer available
Offers Share reward
Office located in London Bridge, London
201-500 employees
Company mission
To empower marketers to achieve their goals in faster and smarter ways.
Role
Who you are
- If you’re a result driven individual with a passion for building long term client relationships in a fast paced SaaS environment, we’d like to meet you
- Ideally, candidates for this role will know how to meet ambitious individual and team-wide sales quotas
- Must have a minimum of 3 years managing a client portfolio
- Experience managing accounts throughout the full life cycle
- A consultative approach to client relationships
- Proven success in a target-driven client-facing role
- Working knowledge and experience with contracts and contract negotiations
- Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations
- Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
- Goal-oriented, organized team player
- Experience in sales and providing solutions based on customer needs
- Experience in the email marketing industry highly desirable
What the job involves
- Your responsibilities will include developing strong relationships with customers, connecting with key business executives and stakeholders and preparing Customer Success Plans (CSPs)
- Customer Success Managers also answer client queries and identify new business opportunities among existing customers
- You will also be targeted and responsible for securing the renewal of your customers
- In this role, you will liaise with cross-functional internal teams (including Customer Service and Product Development departments) to improve the entire customer experience and ensure clients derive maximum value from our services
- Ultimately, a successful candidate should collaborate with multiple teams to achieve quotas while keeping our clients satisfied and engaged with our products and services, ensuring their happiness, success & renewal in the long-run
- Serve as the primary relationship owner for an assigned group of high value client accounts with responsibility for retention and growth
- Ensure clients derive maximum value from our services
- Drive client retention, renewals, upsells and client satisfaction
- Deliver CSPs to clients, highlighting their successes and areas for development & improvement with the platform
- Prepare regular reports of progress and forecasts to internal and external stakeholders
- Expand relationships with clients by continuously proposing solutions that meet their objectives
- Build excellent internal relationships with all departments to scope out and deliver projects to drive customer success
- Manage the client relationship though on-boarding and the full client lifecycle
- Be a solutions expert, working with other internal teams to ensure knowledge of the platform and services we deliver is strong
- Monitor client account activity to ensure the client is performing to their KPIs
- Ensure customer satisfaction by investigating and resolve issues in a timely manner, escalating to Support or other internal teams
Application process
- 15min Screening Call with Team Talent
- First interview with the Head of Customer Success
- Final interview with the EMEA Director of Customer Success
Salary benchmarks
Our take
Dotdigital builds an omnichannel marketing solution for B2C, B2B, and NFP marketers. The company serves thousands+ of brands around the globe, counting British Airways, Royal Aeronautical Society, Barbour, Accolade Wines, and City & Guilds among its clients.
Marketers using Dotdigital can create hyper-targeted marketing campaigns that increase businesses' marketing ROI, boosts sales revenue and attracts more qualified leads. What's more, Dotdigital sets itself apart by being the world’s first carbon-neutral marketing automation platform.
Dotdigital's main priority is developing new data-driven digital marketing features in order to increase its customer base. New product launches and strategic investments are key to the company's continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Company benefits
- Wellbeing reward
- Paid Sick Leave
- Healthcare
- Medical Cashplan
- Paid Eye Tests
- Annual performance bonus or commission plan
- Loyalty reward
- Employee of the year
- Dotdollars rewards
- Referral schemes
- ShareBuy and ShareReward Schemes
- Dotdigital day
- Enhanced parental leave
- Volunteering
- Christmas holiday closedown
Company HQ
London, UK
Leadership
Simon Bird
(Co-Founder)Previously studied Computer Science at Royal Holloway, University of London. Co-Founded Dotdigital after graduating in 1999.
Tink Taylor
(Co-Founder & President)Since co-founding Dotdigital, became an Email Marketing Council Member for DMA in 2006 for 15 years. They have also been an E-communications Council Member for 6 years at IAB.
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