Trustmarque – Customer Success Manager, UK Remote

Job Description

Job Summary

Customer Success Managers at Trustmarque have a breadth of customer-facing responsibilities, serving as Trusted
Advisors throughout the Usage Adoption and Customer Expansion lifecycle.
In this role, you will be responsible for ensuring customer success by drawing on your project management and
critical thinking skills. While you will be expected to work independently with customers at all levels, you will also be
a major contributor to the Customer Success team and the overall Trustmarque organization. We look for
professionals who bring emotional intelligence, a creative problem-solving perspective, and a desire to significantly
impact our rapidly growing organization.

As a Customer Success Manager, you will be responsible for overseeing the process of customer retention within our
business through interaction with new and existing customers on a regular basis throughout the entire customer
journey. Working within the CX Practice team as a key contributor on how to best help customers and implementing
customer success policies and procedures to enhance customer satisfaction.
Trustmarque CSM’s provide consultative strategic leadership to customers ensuring that they meet their required
objectives and outcomes based on successfully adopting services available to them through their purchased
software subscriptions. As a CSM your primary aim will be retaining and growing monthly recurring revenue through
the demonstration of business value realization. You will be responsible for developing and executing a strategic
success plan that ties subscriptions to tangible business value and reduces the time it takes for customers to achieve
the business outcomes they planned at the project’s inception.
This role further supports a lifecycle engagement delivery model focusing on use case, adoption, and optimisation
of technology investments across our customer base.

Accountabilities and main responsibilities

• Customers effectively build relationships with customers at all levels from operational owners to executive
  sponsors.
• Develop long-term success plans, prioritize requests, and manage expectations to maintain a high
  degree of confidence and trust with customers
•  Ensure internal alignment on account growth strategy by partnering with the Sales team and others
  to execute plans that drive expansion
• Work with customers to identify goals and key performance indicators that define the program
  objectives
•  Develop relevant product templates for workflow designs and CS Best practices within the team.
• Motivate customer adoption and expose opportunities to expand Trustmarque Technology’s
  portfolio and position
• Proactively identify at-risk or stalled customers within the lifecycle framework and work with
  internal teams to define and execute mitigation strategies that move the customer forward and secure
  retention
• Understand how to leverage Trustmarque resources to educate customers and provide relevantly
  adoption, best practices, and technical recommendations on solutions and enhancements that support
  customer value realization for their investments.
• Provide timely status updates and communication to customers on outstanding issues, requests,
  and escalations
•  Conduct regular success reviews by gathering and presenting the status of customer goals, metrics
  that support the value realization, and product roadmap to evaluate needs and provide strategic
  recommendations
•  Create advocates by ensuring that customers achieve desired outcomes while maintaining strong
  relationships
• Provide internal insights and advocate for product enhancements that will deliver the highest ROI
  for Trustmarque and our customers
• Applying the CX methodology to customers within all three internal CS Segments (Digital , Mid
  Touch and High touch engagements) to drive business outcomes that meet their expectations and achieve
  their explicit approval and endorsement, including but not limited to:
  • Understanding why the customer is purchasing/ purchased the solution
  • Alignment of the customer business objectives to the solution value
  • Ensure that relevance is tied to customer’s business initiatives
  • Ensure that the Customer is aware of the solution’s key features and use cases
  • Organize access to training on solution capabilities and key features
  • Develop a specific success & adoption plan including proactively addressing potential inhibitors
  • Drive knowledge and usage/adoption of solution/service features leveraging consumption analytics
  • Provide data, reporting, and business outcomes to ensure value realization information for
  customers
  • Monitor customer relationships using health index and CX Tooling to establish metrics and
  scorecards
  • Address adoption barriers throughout the engagement, leveraging vendor capability and offerings
  as appropriate
  Suppliers and third parties
  • Direct engagement with Key Vendor partners (initially but not limited to Cisco) and Third Parties to
  articulate the scope, capability, and expertise of Trustmarque Customer Success Management, establishing
  with them the value and pedigree of this asset, leveraging its potential as a “Why Trustmarque?”
  the differentiator in their partner community, and taking their feedback as an input into the continuous
  development and improvement of the Customer Success Management program, people and
  methodology.
  • Ensure Vendor CX Methodologies and motivation are understood and form part of the broad
  Trustmarque CX services portfolio includes relevant incentives rewards and rebates for both customers
  and Trustmarque.
  Teamwork
  • Working proactively with Pre-Sales and Sales Management to understand the key Customer
  opportunities which they are progressing and identifying where Customer Success Management should be
  deployed in those opportunities to differentiate, facilitate higher/broader Customer relationships, and build
  compelling business cases.