Customer Success Manager
Duffel
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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About the role
- Own the day to day relationship with an assigned group of Duffel’s strategic business customers
- Communicate proactively with customers to keep them engaged and maximise the use of our services and solutions
- Analyse customers’ needs and suggest upgrades or additional features to meet their requirements
- Provide product and commercial performance reports to improve and grow customer use of Duffel’s solutions
- Develop KPIs with each partner to measure and analyse business and technical performance and grow our utility to the partner
- Champion your portfolio’s product needs within Duffel to inform our technology strategy and roadmap
- Occasionally attend industry events such as conventions, panels, and forums to grow Duffel brand awareness
Requirements
- 5+ years helping enterprise customers maximise the value of a software or technology product
- Track record of expanding/growing customer relationships and reducing customer churn
- Experience working at a rapidly scaling startup
- Experience supporting implementation, including pre, during and post launch activities
- Track record of expeditiously answering and solving product related questions
- The ability to handle diverse responsibilities and work independently to achieve desired results; have sound judgment and business acumen.
- Excellent communication skills, with ability to express complex business and technology issues in a clear way.
- Strong analytical skills: you enjoy digging into data to find insights and drive decisions
- Strong project management skills
- Experience working in cross-functional teams and aligning resources to customer outcomes
- Experience driving customer feedback loop to shape product roadmap and influence sales strategy
- Excellent written and verbal communication skills in English. Additional European languages are a plus!
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
KPI developmentdata analysiscustomer relationship managementproduct implementationperformance reportingsoftware product knowledgetechnical performance analysiscustomer feedback analysisproject managementbusiness acumen
Soft Skills
excellent communicationproblem-solvingindependent worksound judgmentanalytical thinkingcross-functional collaborationcustomer engagementrelationship buildingadaptabilityinfluence