Dotdigital

Customer Success Manager

Dotdigital

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • Manage the sales cycle across a portfolio of clients, with an active sales pipeline.
  • You’ll be targeted on renewal, retention, and key customer objectives with a focus on advocacy.
  • Create, identify, and qualify selling opportunities by maintaining regular contact with your clients.
  • Grow the accounts in your client portfolio through cross-and-up-selling.
  • Retain your customers by ensuring strong feature and channel adoption.
  • Provide the highest levels of customer service.
  • Deliver against your sales targets and pipeline commitments.
  • Collaborate with other teams including Support, Product Development, Professional Services, Sales and Partnerships.
  • Maintain accurate and up to date records in our CRM system.
  • Maintain a high degree of account management and control.
  • Continually develop your industry knowledge and demonstrate commercial understanding.
  • Develop strategic growth plans for key accounts in your portfolio.

Requirements

  • Must have a minimum of 2-3 years managing a client portfolio
  • Proven experience in key account management, managing high value, strategic accounts, or relevant experience within the tech sector (email marketing or e-commerce is desirable)
  • Experience managing accounts throughout the full life cycle
  • Able to multitask, prioritize, and manage time efficiently
  • Proven record of delivering positive net churn
  • Goal-oriented, organized, and efficient
  • Encouraging to team and staff; able to mentor and lead
  • Experience in understanding customer needs and providing solutions accordingly for growth
  • Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
  • Skilled in problem-solving and negotiation to maximize growth and minimize churn
  • Strong written/verbal communication skills.
  • Ability to present in masterclass-type events both in person and virtual to customers
  • Leverage social media to strengthen customer relationships and grow our brand presence.
Benefits
  • Parental leave
  • Medical benefits
  • Paid sick leave
  • Dotdigital day
  • Share reward
  • Wellbeing reward
  • Wellbeing Days
  • Loyalty reward
  • DEI commitment