Customer Success Manager
We are looking for a bright, energetic, and highly motivated individual to join our successful and vibrant Commercial team based in Mexico as a Customer Success Manager on a fixed term basis.
As a Customer Success Manager at Featurespace, you’ll be helping us achieve our goals and deliver success on behalf of our customers by leading the growth, strengthening our relationships and continually improving client satisfaction and thus renewal of our key accounts.
Day to Day
Tier 1 accounts – A tier 1 account is defined as having an annual recurring revenue (or identified potential value) which is in the top sector of our customers.
- Play a supporting role to the Strategic Enterprise Customer Director, helping with SOW and contractual scoping, coordination of business reviews and internal steering committees, weekly operational calls and escalations, general liaison at the operational level of the account
Tier 2 accounts
- Full commercial responsibility for existing customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions
- Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed
- Identify and drive through revenue expansion opportunities within your accounts, working with the commercial team where appropriate
- Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
- Conduct risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
- Create and execute strategic account plans for assigned accounts to deliver agreed targets and KPIs
- Working with marketing, generate customer advocacy and contribute to customer events when required
- Manage customer escalations and proactively identify future potential roadblocks to minimise risk
- Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team