Customer Success Manager, Poppulo

• A relevant degree (IT/Business, Communications, Marketing)
• Minimum 3 years experience in an customer facing role
• Experience delivering solution and service recommendations to meet client business objectives
• Excellent written and verbal skills with the ability to actively listen to customers and resolve conflicts when needed
• Technical aptitude and a good understanding of web technologies
• Time managements skills and the ability to manage many projects at once
• Experience of working in a SaaS, B2B environment

Desirable

• Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?
• Poppulo is the global leader in the field of software solutions for Employee Communications. We are a fast-paced company with an entrepreneurial and dynamic culture focused on the power of people, both within Poppulo and our customer base. Poppulo offers a dynamic environment with driven, smart and flexible individuals, who thrive on challenges and responsibility
• We are seeking an enthusiastic, customer success focused professional to join our Customer Success Management team. You’ll be managing the customer relationship from on-boarding through to success, renewal and expansion
• Supporting our customers in realising their success is key to the role of a Customer Success Manager at Poppulo. Our customers' journey in achieving success is a core component of the role and ensures we are the trusted advisors for our customers within the Internal Communications Industry
• Proactively manage new customer onboards - Identifying onboarding needs, requirements and objectives, involving all relevant customer stakeholders in achieving success
• Coordinate internal resources for the flawless execution of onboards
• Ensure resource availability and allocation is managed appropriately
• Develop a detailed onboarding plan to track progress
• Building a solid partnership with your customer, understanding their challenges and objectives to ensure they achieve their goals through Poppulo
• Being the voice of the customer in Poppulo and in turn creating customer advocates
• Working with customers to identify examples of how they successfully used our software and derived value within their business
• Monitor and act upon Net Promoter Scores provided by customers
• Seeking and finding opportunities for growth within your customer base and working with the sales team to upsell and cross sell
• Proactively identifying ‘at risk’ customers and work with them, and various other internal and external stakeholders, to ensure they renew and successfully adopt our software