Customer Experience Manager

2019-06-05 12:09:032019-08-12Rocking Zebra
Job Type Permanent Full Time
Location Wiltshire
Area Swindon, WiltshireBristol, AvonReading, Berkshire Wiltshire
Sector Sales
Salary £60k, £40k ote, bens
Start Date ASAP
Telephone 01793 734440
Job Ref jh878882
Job Views 110
Customer Experience Manager (SaaS)
Exciting technology SaaS business, rapidly growing, seeking a Customer Experience Manager to lead the strategic development of allocated vertical accounts. 
This role is of strategic importance to the company; driving profitability and deep customer relationships, it is the lifeblood of the operation. You will be responsible for supporting the customer’s adoption and continued satisfaction with the Suite of solutions.
Being introduced to the customer during the implementation process and becomes the primary “face” to the customer as implementation is closed out and the customer goes live with the solution.
You will take ownership of the relationship with the customer business process owner, providing counsel and guidance aimed at ensuring their successful experience.  You are responsible for growing revenue through cross-sell and expansion activities as well as securing annual renewals. You will also serves as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve their business objectives.
You will regularly provide best practice recommendations, assist customers in solving point-in-time challenges, and partner with the customer to increase the effective use and adoption of the solution. You will be measured on the customer’s utilisation of the solution, closed business from upselling and cross selling additional products and services as well as overall customer satisfaction.
Desired/Required skills or experience:
5 years of experience in a customer success/account management role
Ability to manage and influence through persuasion, negotiation and consensus building
Experience of selling and or MEDDIC methodology
Strong empathy for customers and passion for revenue and growth
Analytical and process-oriented mindset
Strategic planning and implementation skills, ability to think ahead
Employee training and development expertise
Proficiency with utilising all manner of technology to advance customer-facing operations, including: Salesforce CRM, Zendesk, MS SharePoint & Teams and business analytics
Bachelor’s degree
If you feel that this is the job role that you are looking for then we are keen to speak with you as soon as possible.  Please call us or email your CV to the team today
Rocking Zebra want to offer you the best service possible and we urge you to follow up your application with a phone call to discuss why you believe you are a best fit for the role.  We will endeavour to respond to your application within 3 working days, however, if you have not heard from us in that time you have not been successful for this opportunity.  Do not give up keep your eye on our website for other suitable roles.  Good Luck!
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