Fantastic opportunity for an experienced customer champion to join the Retail inMotion team in a Customer Success Manager capacity to manage our growing customer base. Dealing with some of the world’s largest airlines the Customer Success Manager will be responsible for managing one of our most important tier 1 customers. There is a requirement to manage customers, multiple stakeholders and technology in this role.
How you will make a difference:
- Be a leader on one of the key RiM customer accounts – own the entire process with the customer & lead all key IT topics and processes that are needed to deliver client’s requirements.
- Accurately report on revenue and risk within the customer account on a regular basis to senior management.
- Identify and deliver new business opportunities from within existing customer account.
- Ability to problem solve & work in a very fast paced, high growth environment.
- Ability to collaborate across key internal stakeholders in Product and Engineering.
- Align with Technical Support and Engineering to prioritize and deliver on customer needs.
- Ability to communicate and influence effectively at all management levels.
- End to end understanding and confidence of internal systems and client’s unique requirements.
- Review weekly and monthly Service Desk reports & SLA’s.
- Understand & respond to the different and immediate needs of customers and that of your internal colleagues.
- Ability to set up sustainable processes and ways of working.
- Proactively identify and develop plans to manage risk in assigned accounts.
- Create and manage escalations to resolution, working to prioritize customer requests.
- Promote a customer first environment at all times.
The skills you will bring:
- 5+ years ‘experience in a customer-facing role
- Background in Account Management, Consulting or technical customer facing roles
- Experience successfully managing multiple priorities simultaneously, maintaining a high-volume pace with the ability to “switch gears” quickly & get hands on in helping resolve issues
- Knowledge of the Software Development Life Cycle is required
- Strong organizational and analytical skills. Attention to detail
- Ability to influence cross functionally
- Critical thinking and proven complex problem-solving skills required
- Customer first mentality; ability to empathize and build customer loyalty with challenging customer needs
- Clear communicator with professional presence
- Strong listening skills; open to input from other team members and departments
- Ability to lead through influence
