Senior Customer Success Manager, Ometria
$150-170k
More information about location
1-3 days a week in office
Customer data & marketing platform
Open for applications
Customer data & marketing platform
101-200 employees
Open for applications
$150-170k
More information about location
1-3 days a week in office
101-200 employees
Company mission
To help retailers create marketing experiences their customers will love.
Role
Who you are
- 5 years of Customer Success experience in an enterprise software organization working with large, complex clients preferably in the Retail space
- Exceptional Communicator - you love to deliver value to your clients by confidently presenting successes and opportunities aligned with their service level. You enjoy partnering with multiple internal teams and confidently and authoritatively communicate with a diverse range of both internal and external stakeholders, including C-Suite executives
- Relationship builder - you’re a natural relationship builder, adapting your communication style easily with C-suite executives, tech leads, marketing heads and end users as required
- Business and commercial acumen - you identify trends in business performance to secure commercial opportunities and mitigate risk with action plans on how to solve these
- Customer Service Excellence - you have a proven track record of delivering first-class customer service, consistently exceeding client expectations
- Data Literacy and Storytelling - you are comfortable working with, manipulating, and interpreting data sets, utilizing a combination of reporting tools. You can turn data into insight and build compelling narratives through your ability to analyse key trends and KPIs
- Technical understanding and communication proficiency - you understand how to adapt your communication to each stakeholder leveraging a solid understanding of the technical aspects of how Ometria partners with our customers (eg. APIs, Javascript code, Data feeds)
- Meticulous prioritisation and self management - you are a self starter and thrive in fast-paced environments and effectively manage multiple tasks under pressure. You enjoy finding ways to work smarter and collaboratively contribute your ideas with your peers and managers
What the job involves
- We’re seeking a Senior 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 Manager of Customer Success managing a portfolio of our enterprise clients
- Your primary focus will be on nurturing C-Suite relationships, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses
- Amplify Customer Loyalty: Champion customer retention, ensuring seamless renewals and surpassing retention targets
- Master Sentiment Analysis: Identify and neutralize 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 optimizing retention
- Mastery of Negotiations: Oversee end-to-end commercial negotiations, solidifying prosperous partnerships
- 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
- Champion Senior Stakeholders: Foster senior-level champions in each account, fortifying engagement and retention strategies
- Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavors
- Elevate Brand Presence: Actively seek channels to heighten Ometria's visibility within client organizations
- Deliver timely and accurate commercial forecasting - treat Salesforce and internal commercial forecasting tools as a proof point for the impact of Customer Success outcomes and retention driving initiatives. Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment
- Deliver on promise : Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables
- 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. Guide more junior team members on navigating their client accounts effectively based on your experience
- Drive Enterprise customer adoption and value with visibility and buy-in from senior 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
- Be 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
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
-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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