Customer Success Manager

Customer Success Manager

Role Summary of the Customer Success Manager

To support our continued and rapid growth, we are seeking an experienced Customer Success Manager to join our Client Services / Operations function in the UK.

The successful Customer Success Manager will be responsible and accountable for all aspects of assigned client activities as well as the onboarding of new client accounts for high profile, blue chip clients across the retail and rail sector.

Working with sales, product and delivery teams, and at times, 3rd party vendors to ensure end to end management of client activities, from the initial engagement and scope, to the final provisioning of services, including some involvement in software and hardware deployment, integration and user onboarding.

Key Responsibilities:

The Customer Success Manager will be 100% responsible and accountable for the success of allocated client accounts:

New client on-boarding / Product Deployment:

Working with the Sales team and creating a project plan on Monday. Liaising with our Product Development & Project Management teams to ensure the deployment of the solution is on-time, in-scope and in-line with client expectations.

Client Management:

Once our solution is live, you will be responsible for ensuring that the client solution is performing as expected on a daily basis. This will include liaising with the product and support teams, reporting and ensuring the swift resolution to any issues and managing the client throughout.

Continued Client Success:

Ensuring our solution is adding value to the client and they are satisfied with our service is critical. From creating bespoke activity reports, to completing quarterly business reviews, you will be responsible for the overall continued success of your clients.

Growth:

By leveraging the strong relationships you form with our clients, you'll work to identify new use cases and opportunities to expand our services. You'll collaborate with the Sales and Product teams to drive this growth across the existing customer portfolio.

Key Skills and Experience:

• 5+ years' experience in Client Services for a software or SaaS business (or another business that requires technical aptitude)

• Very strong relationship management skills

• Demonstrable track record of success with large, blue chip organisations

• Confident and articulate, capable of communicating and presenting at all levels

• Exceptional written and verbal communication skills

• Understanding / experience with software development cycles

• Interest in / experience with data analytics

• Comfortable with advanced use of PowerPoint, Excel, Reporting Tools, etc

• An interest in / understanding of Computer Vision / ML

About Us:

Glimpse Analytics is a high-growth, global technology company that designs, develops and delivers AI powered analytics solutions to the world's largest retailers, brands and transport providers. Our proprietary AI software connects seamlessly with any existing CCTV network to capture, analyse and report shopper and passenger behaviours in unprecedented detail.

Glimpse is the technology arm of the Firebolt Group - a global, multi million dollar business that designs, manufactures and delivers world class, digital signage and marketing communications.

What's in it for you?

• Personal and Professional Growth - being part of a medium sized but quickly expanding tech company you will be first in line for progression. You will be exposed to most areas of the business and therefore gain a lot of experience and additional skills.

• Teams - Working with friendly, dynamic, intelligent and driven colleagues across the UK, Poland & US.

• 37.5 Flexible working hours - we know that for some, family life and the current pandemic can be challenging. So we are open to a chat about flexible working hours. Let us know what you can and cannot do and as long as it fits in with the business needs, we will accommodate.

• Your Birthday off!

• 24 days holiday

• Pension

• Healthcare

• Amazing Christmas Parties!

• Free Parking

• Location - Based in Witan Gate Studios, Central Milton Keynes, so easy to get to from the train station and a 10 minute walk from the hustle & bustle of Milton Keynes shopping centre. The shared offices are new and open with an excellent caf?? on the ground floor that serves up the best home cooked food and seriously lovely Lattes!

If all that is not tantalising the taste buds, whoever joins the business right now will see not only their role grow and develop quickly, but they themselves will be part of an innovative tech company that is thriving in the current economic climate and is paving the way to make considerable changes in the industry!

Reference ID: FB127UK

Expected start date: ASAP (Happy to wait for someone on a notice period)

Job Types: Full-time, Permanent - Monday to Friday 9-5:30pm

Salary: GBP40,000 - 50,000 per annum (DOE)