Customer Success Manager, Orgvue
North America
+ Competitive commission structure + Eligible for Transaction Bonus
Workforce analytics company
Open for applications
Workforce analytics company
201-500 employees
Open for applications
+ Competitive commission structure + Eligible for Transaction Bonus
201-500 employees
Company mission
To empower organizations to reimagine the workforce.
Role
Who you are
- This role will be good for someone who is inquisitive, likes solving technical and business problems, and who has strong people and communication skills, as well as and ability to prioritize, and manage time effectively
- Bachelors Degree
- Previous Customer Success, Account Management, HR Business or Consulting experience
- Knowledge of organisation design, transformation. workforce analytics, and workforce planning (preferred)
- Data driven and very strong analytical skills
- Excellent written and verbal communication
- Stakeholder management
- Customer focussed
- Time management and task prioritization
What the job involves
- We are looking for a Customer Success Manager to join our North American team to support our continued growth
- You will be responsible for managing a portfolio of accounts, ensuring that each customer is getting maximum value from the Orgvue platform. You will be the key point of day-to-day communications between our customer stakeholders and members of our account management, advisory, support and product teams
- You will build a deep understanding of both Orgvue and your customers’ use-cases so that you can offer best-in-class service
- When not working with customers you will be working with other team members on projects to help build the function or to add value for our customers
- Manage accounts, ensuring that customers can meet their business objectives and obtain on-going value from using orgvue
- Work with cross functional team mates to create and maintain success plans for all customers within the portfolio
- Build strong relationships with the account management, advisory, technical account management, product and advisory teams to ensure that account plans are executed seamlessly
- Manage customer communications through regular check-ins focussing on supporting and enabling users to achieve business outcomes and customer objectives
- Provide coaching and support to super users
- Drive advocacy through customer specific and regional events and communications
- Maintain an understanding of customers’ use-cases, business objectives and tenant and solution configurations to ensure that each meeting or conversation provides value
- Pull in the right resources, from across the business, to ensure that opportunities and issues are managed effectively
- Identify and effectively communicate additional use-cases that would benefit the customer
- Ensure that all relevant data is captured and updated weekly within our customer success platform
- Ensure that knowledge is shared appropriately across the team to maximize effectiveness and efficiency
- Ensure that customer feedback is effectively communicated back to the product management team
- Work with account management and advisory to support upsell and cross-sell opportunities
- Identify and manage customer issues and risks effectively and in line with process
- Spend approximately 20% of time working on projects that will either improve the function or add value to customers such as:
- Process documentation improvements
- Customer event preparation
- Knowledge Base content creation and maintenance
Our take
Orgvue is a software company focused on strategising and analysing new organisations to ensure their stability as they grow and develop. Customers include M&S, Tesco, and Sainbury’s.
Orgvue acquired Swiss-Norwegian workforce planning company Dynaplan in 2021 which expanded its organisational focus into a more data-driven one. This was a smart move for Orgvue as they sought to expand into international markets and capitalise on leaps forward in the machine learning field.
As well as this, Orgvue’s expansion and refocus on analytics has put them in a far stronger position to meet the demands and risks facing businesses in the modern world. 2023-appointed CEO Oliver Shaw brings more than a decade of experience in the retail analytics and corporate development space and will further hone the refocus on analytics.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Company HQ
City of London, London, UK
Leadership
Rupert Morrison
(Founder & Deputy Chair)Currently Founder and CEO of NewCo. Previously Founder & CEO of Concentra Analytics
Share this job
View 6 more jobs at Orgvue