HSI

Customer Success Manager II

HSI

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
  • Provide proactive strategy with their assigned customer accounts.
  • Work with customers to ensure they are leveraging our services effectively and finding value in our services.
  • Become an expert in our services and educate customers on the use and benefits of our products.
  • Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.
  • Successfully maintain strong working knowledge of contractual terms on named accounts.
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
  • Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Renewal Rate of 100%+.
  • Identify and close upsell and cross-sell opportunities.
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
  • Maintain a revenue base by managing account retention and renewal.
  • Drive upsell revenue through increased product adoption and increased usage.
  • Other duties as assigned.

Requirements

  • 2+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Sales or Account Management
  • 2+ years of experience working under monthly, quarterly, or annual revenue quotas
  • 2+ years of experience using Salesforce and Customer Success platforms is preferred
  • Proven ability to build strong relationships and communicate effectively with senior and executive-level customer stakeholders
  • Excellent phone, written, and verbal communication skills, with strong presentation abilities
  • Solid understanding of internet technologies and web-based applications, with a willingness to learn new tools
  • Proficiency in Microsoft Office applications
  • Strong understanding of HSI’s EMEA products (Donesafe, HandsHQ, Skillko), services, and overall value proposition, with the ability to clearly articulate them to customers
  • Working knowledge of EHS and compliance management is preferred
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SalesforceCustomer Success platformsMicrosoft OfficeEHS managementcompliance managementinternet technologiesweb-based applicationsDonesafeHandsHQSkillko
Soft Skills
customer-centric attituderelationship buildingcommunication skillspresentation abilitiestime managementcustomer advocacyproblem-solvingteam collaborationstrategic thinkingcustomer satisfaction