AddressWe’re looking for a highly proactive and experienced Customer Relationship Manager who will play a critical role in ensuring our customers receive the best possible experience as we scale our business, forming long-term, trusted relationships with companies across the world.
As a division of Trifork, a large, global technology company, you will join Seventh State, a fully decentralised and autonomously run business unit with a dedicated and highly collaborative team. Seventh State specialises in the provision of expert consulting and support of RabbitMQ (a highly resilient and scalable message broker and conduit within thousands of companies’ tech stacks) to customers of all sizes, sectors, and locations.
We are in the early stages of the construction and execution of an ambitious yet pragmatic strategy to accelerate the scale of the business from an already healthy and profitable base. With this in mind, this role presents a great opportunity for you to play a key part in forming the standards, processes, capabilities, and culture required to be successful in this aim.
The role would suit someone who has the experience and ability to take full control of both existing and new Customer Relationships, working closely with the Marketing, Sales, and Engineering teams to ensure customer experience is front of mind in everything we do.
A high degree of emotional intelligence and the ability to forge productive and trusting relationships with multiple stakeholders are key traits we are looking for, together with the confidence and willingness to influence and constructively challenge the wider team so as to maximise and safeguard service.
Key Accountabilities
Client experience: Work closely with the Marketing, Sales, and Engineering teams to design, oversee and continually improve our approach to maximising customer experience.
Customer onboarding: Take the lead in ensuring new customers quickly gain confidence in our team and capabilities through tactics including on or above target delivery, proactive relationship development, transparent reporting, and adaptive scopes/working arrangements.
Customer account up-sell and cross-sell: Work closely with the engineering team to proactively identify opportunities to grow customer accounts through the provision of extra and/or alternative services, utilising the Sales and Marketing teams to support this pursuit (Sales team to own any commercial discussions).
Growth: Play an active role in supporting the growth of our business through tactics including the support of marketing and event activity, and the continued improvement in our brand reputation (and subsequent referral opportunities) through the provision of consistently great experiences.
Partnerships: Work closely with our partners and resellers to ensure our standards of customer experience are upheld by all stakeholders and to maintain continuity of communication and relationship management with each client.
Strategic and Operational prioritisation: Participate in the formation of near to long term planning while aiding the prioritisation of both customer facing and non-customer facing work to balance short-term results with long-term progress.
Proposition: Work closely with the wider team to identify future opportunities for growth through product/service enhancement and development, new market expansion, diversification (where applicable), and cross-group collaboration.
Skills & Experience
Extensive experience in and a real passion for customer relations within a B2B services setting, with evidence of developing and ingraining a customer first mindset across the business.
A thorough understanding of technology and prior experience in a technology field – RabbitMQ or similar message broker technologies would be a plus.
Demonstrable skills in and confidence with the management of multiple customers and streams of work at the same time, with a thirst for ensuring consistently high standards are met.
High degrees of emotional intelligence and empathy and a natural ability to personalise relationships in order to build confidence.
Significant experience working as part of a multi-skilled team with the commitment to invest in and continually strengthen internal relationships, to provide constructive feedback and challenge, and to ‘own’ the customer voice within discussions and decisions.
Experience in working with both SME and Enterprise companies with a thorough understanding of the structures and decision-making processes of each and an appreciation for the nuances between different sectors and geographies.
A willingness to be flexible in working arrangements as required to flex to different geographies, together with a willingness to travel if and when required.
Specialist experience in technology, notably integration tools.
A bias for start-ups/scale ups with a clear understanding of and ability to thrive within high pace, agile and rigorous settings, ensuring near to mid-term results are achieved while building the capabilities for long-term success.
Comfortable working with all levels within a business, from team member (e.g., Software Developer) to C-Suite (e.g., CFO or CTO), with high levels of empathy for their priorities and decision-making influencers.
Committed to the long-term plan to scale the business with a willingness and appetite to rapidly pursue early gains while contributing to the long-term strategy.
An obsession with self and team development to continually enhance skills and increase the capacity for growth, together with the commitment to uphold our principles, collaborate proactively, and engage in healthy challenge/conflict to drive the best decisions and outcomes for the business.
