Customer Success Manager EMEA

United Kingdom | Full Time

 
About the role

Reporting to the Vice President of International, the role of the Customer Success Manager – EMEA will focus on proactively consulting with Digitary’s customers in achieving their goals and realising value from Digitary’s solutions. This is an important role with responsibility to utilise your strong understanding of Digitary’s solutions and position yourself as a trusted advisor to to the customers we work with and ensure value is maximised, improvements identified, and enhancements/initiatives/best practices can be implemented. The Customer Success Manager will demonstrate to the customer a path to value that helps achieve high levels of customer retention, loyalty and ongoing ROI.

The Customer Success Manager will provide strategic oversight for the management and utilisation of Digitary technology by working with a cross-functional team of engineers, project managers, regulatory, legal, sales and marketing professionals. This is a position for a highly motivated, professional, and organised individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned regional goals in an ever-changing environment. 

Responsibilities

  • Be an advocate for Digitary to help improve solution adoption and overall value
  • Cultivate an exceptional customer experience by exceeding your customer’s expectations. This is achieved through conducting calls, emails, webinars, on-site meetings and regional events
  • Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members
  • Demonstrate a mastery of Digitary’s products and services, their capabilities and how they solve customers’ business problems
  • Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals
  • Develop customer account plans to enhance satisfaction and mitigate attrition risk
  • Be a voice of the customer, providing Digitary with continuous customer feedback and insights, helping to remove friction points and managing overall
  • Facilitate consultation and workshop sessions, including webinars, user-groups and coordination with technical experts as needed
  • Analyse and develop regular reports and insights, to enable identification of target customers for tailoring plans and initiatives that drives solution adoption
  • Manage renewals of assigned accounts; and perform cross-sell and up-sell opportunities
  • Retain and grow the lifetime value of customers
  • Build brand awareness and loyalty in customers and defend against competition
  • Help facilitate customer onboarding with Delivery and internal stakeholders to drive successful onboarding and transition to post go-live as the account lead
Qualifications / Licenses / Certifications
  • A tertiary qualification in Marketing, Communications, Public Relations, Business or equivalent
  • 5+ years’ experience in customer facing roles 
  • Previous start-up and/or SaaS business model experience
Desired Skills and Experience
  • Proven experience working in similar roles or aligned tasks
  • Proven experience in managing customers with demonstrated successful outcomes
  • Highly motivated, energetic, and customer-focused approach/mentality
  • Worked in a SaaS based organisation or have serviced SaaS solutions for customers
  • Worked in/with higher education and vocational education institutions is preferred
  • Proficiency in data analysis and an ability to understand its impact on the customer journey and insights that are actionable
  • Strong stakeholder management, both internal and external
  • High degree of attention to detail
  • Excellent communication and presentation skills, both written and verbal
  • Knowledge and experience using Salesforce is highly favourable
  • Commercial minded with an ability to identify growth opportunities

Life at Digitary

We are a growing team, making a significant impact in the global education sector. At Digitary, people are at the heart of our business and we prioritise staff welfare. We offer a range of competitive benefits, initiatives and flexibility, with staff also continuing to work-from-home for the foreseeable period. We are a transparent and collaborative business that prides itself on having positive engagement internally and with our customers, that is as important as the high-quality product solutions we provide and continue to develop. 

We are a wonderfully diverse and inclusive organisation that celebrates the involvement of passionate people in what we deliver.

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