K3 Business Technologies – Senior Enterprise Customer Success Manager – Manchester, UK
Job Description
Description
K3 is a leading global supplier of integrated business systems to retailers, manufacturers, and distributors. We have over 25 years experience of delivering award-winning solutions for more than 3,000 customers across 20 countries. Our success is built upon world-class software, tailored by our industry expertise and delivered by our world-class service. To learn more about our company, please visit www.k3btg.com
The Senior Enterprise Customer Success Manager (Senior Enterprise CSM) has full responsibility to ensure that K3’s solutions are delivering value to K3’s largest customer base, achieving high customer retention rates and maximum growth. CSMs manage multiple significant customer accounts across the globe – consulting and advising customers on adoption and solution value. CSMs are responsible for generating high-value leads for large deployments of services work, upsell of products, and for the upgrade of solutions. Moreover, the successful candidate will be well-versed in navigating highly complex organizational structures across many geos in the context of several competitive threats. However, the rewards are equally high. This role involves regular international travel.
Requirements
- Manage K3’s highest-value customer relationships effectively to drive client retention, expansion, loyalty, and satisfaction (retain, grow, lead to advocacy)
- Engage with senior client stakeholders (up to C-level) to identify, define, track, and measure the overall value realization and impact of K3’s solutions to the organization as well as immediate opportunities and their 3-year pipeline
- Understand client requirements and act as a technical advocate. This includes in-depth familiarization with the suite of products that the customer uses.
- Generate high-value leads for services work, upsell products (subscriptions & licenses), and upgrade solutions.
- Own the customer renewal process from beginning to end.
- Work collaboratively and cross-functionally with our sales & marketing, solution delivery, global support, and partners like Microsoft. This also includes the creation and updating of account plans so the rest of the organization is informed.
- Identify where the customer is on their customer journey/value path and guide them through the journey successfully and with intent
- Set up and own regular Customer Objectives Reviews (COR or QBR)
- Own all aspects of the client renewals process, with a focus on high net retention
- Monitor client health and engagement to proactively identify at-risk clients and establish retention and success plans moving forward
- Provide visibility, internal awareness, and advocacy regarding client health, drivers of attrition, and needs cross-departmentally
- Identify and document expansion opportunities (pipeline of up to 3 years in an environment where demand becomes highly predictable)
- Develop, prepare, and nurture clients for advocacy and reference ability
- Capture Impact Stories to document client use cases and associated business impact and ROI
- Capture client sentiment and own the NPS feedback loop for assigned clients
- Provide feedback to the Product and Solution Delivery Teams to help improve platform & service offerings
- Continually create or refine processes and internal documentation via CRM and other systems
- Where applicable, align with the partner who sold the solution on commercial, renewal as well as product strategy for the client
- Fluent in English, both speaking and writing. Additional European language is a plus (Dutch, German, Swedish)
Qualifications Skills & Experience
- Proven track record of experience in Customer Success Management
- Experience in building relationships with various levels of stakeholders in large enterprises
- Experience with SaaS, or Retail/Ecommerce industry
- Excellent interpersonal and communication skills
- Must be able to work well both in a team environment and independently under minimal supervision
- Experience at a global software or consulting firm is a plus
- Knowledge of Microsoft is a plus (Dynamics 365)
- Previous experience of growing customer adoption and preventing customer churn for multinational enterprise customers a BIG plus
- Excellent Relationship Management
- Strong Analytical and Problem-Solving Skills
- Resilient and tenacious contributor
- Strong Commercial focus
Benefits
With colleagues and customers all over the world, we’ve created a highly dynamic and international work atmosphere. The business that we are in is constantly evolving and because of this, there is always an opportunity to further your professional and personal growth.
As a K3 employee, you can count on:
- An attractive salary
- An ambitious and international working atmosphere
- Appealing secondary benefits
- Being part of a growing, innovative, and ambitious organization with a wide array of potential future career opportunities
