Customer Success Manager, Ometria
Salary not provided
Excel
Google Sheets
Junior and Mid level
London
Customer data & marketing platform
Open for applications
Customer data & marketing platform
101-200 employees
B2BArtificial IntelligenceEnterpriseMarketingCommunicationSaaS
Open for applications
Salary not provided
Excel
Google Sheets
Junior and Mid level
London
101-200 employees
B2BArtificial IntelligenceEnterpriseMarketingCommunicationSaaS
Company mission
To help retailers create marketing experiences their customers will love.
Role
Who you are
- Experienced - you have relevant experience managing clients within a SaaS environment. Any previous experience within cross channel / email marketing/ ESP is a bonus
- Excellent communicator - you can communicate confidently and authoritatively with a wide variety of stakeholders
- First class customer success skills - you know how to make clients happy, and go out of your way to achieve this
- Data literate - you are comfortable working with, manipulating and interpreting data sets, and have experience working with tools such as Excel and Google Sheets
- Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time
- Proactive learner - you have an interest in both technology and ecommerce, and are willing to do what it takes to become an expert in email marketing
- Prioritisation - you are meticulous planner and are able to define and deliver against your weekly commitments that drive significant contribution to the Customer teams goals
- Commercially driven - you are comfortable negotiating commercial conversations ideally having ran renewal and expansion opportunities end-to-end in your previous roles
What the job involves
- We’re looking for a Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria’s Customer Data and Experience Platform to deliver amazing experiences for their customers
- You'll play a pivotal role in delivering value and success for your clients, reporting directly to the Customer Success Team Lead managing a portfolio of our Strategic clients. Your primary focus will be on nurturing client adoption, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses
- Office Expectations : Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays.
- Coming into the office is encouraged during onboarding especially for team members to learn from their peers.Onsite client meetings : We do encourage in person customer meetings so time 'in office' or on site with customers is expected and will change from week to week
- Retain your customers, secure their renewal and hit retention targets
- Amplify Customer Loyalty: Champion customer retention, ensuring seamless renewals and surpassing retention targets
- Master Sentiment Analysis: Identify and neutralise potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships
- Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with
- Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimising retention
- Own end to end commercial negotiations
- Mastery of Negotiations: Oversee end-to-end commercial negotiations and drive renewals with limited escalations to CS leadership
- Upsell Precision: Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets
- Mid-term Upsell Drive: Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals
- Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership
- Develop key stakeholder champions in each of your accounts
- Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavours
- Elevate Brand Presence: Actively seek channels to heighten Ometria's visibility within client organisations
- Deliver on promise: Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables
- Deliver timely and accurate commercial forecasting - Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment
- Set and deliver on customer expectations - Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans
- Pre-empt customer escalations and challenges - identify risk factors ahead of time and handle objections and escalations with finesse
- Drive Strategic customer adoption and value with visibility and buy-in from key decision makers - Become an expert in both the Ometria platform and ecommerce marketing strategies. Engage key stakeholders to align on value delivered and identify what actions are required to mitigate any potential relationship risk
- Become a a retail expert and deliver strategic guidance - deliver expected customer touchpoints based on their Service level and act as a strategic guide leveraging retail intelligence reports and trends data to make credible recommendations to your clients
Salary benchmarks
Our take
Consumers are becoming increasingly frustrated with irrelevant ads, particularly as competition in retail intensifies. Recognising this, Ometria uses AI-powered targeting to ensure ads are personalised, providing businesses with more effective marketing and offering consumers a better experience with fewer unwanted ads.
Serving top retailers like Sephora, Steve Madden, and Notonthehighstreet.com, Ometria has become a leader in the field. With its experienced founding team and strategic partnerships strengthening its position in the industry.
Its impact is evident, with a three-year study revealing that retailers using its platform saw a 430% return on investment. Alongside this, the company is making strides towards sustainability, achieving Positive Planet-verified carbon-neutral status.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Top investors
-5% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2021
$40m
SERIES C
Sep 2019
$21m
SERIES B
Total funding: $72.2m
Company benefits
- 30 days holiday + 1 day on your birthday (plus bank holidays)
- Health Insurance (Bupa)
- Mental Health Support (Spill, Calm)
- Cycle to work scheme
- Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
- Professional Development Fund
Company HQ
City of London, London, UK
Leadership
Ivan Mazour
(CEO)Previously founder of Interactive Art and Innova.
Djalal Lougouev
(CSO)Previously worked in finance at Credit Agricole. Also co-founded Innova Kapital.
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