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About the role
Key responsibilities & impact- Customer Success Management
- - Manage accounts, ensuring that customers can meet their business objectives and obtain on-going value from using orgvue
- - Work with cross functional team mates to create and maintain success plans for all customers within the portfolio
- - Build strong relationships with the account management, advisory, technical account management, product and advisory teams to ensure that account plans are executed seamlessly
- - Manage customer communications through regular check-ins focussing on supporting and enabling users to achieve business outcomes and customer objectives
- - Provide coaching and support to super users
- - Drive advocacy through customer specific and regional events and communications
- - Maintain an understanding of customers’ use-cases, business objectives and tenant and solution configurations to ensure that each meeting or conversation provides value
- - Pull in the right resources, from across the business, to ensure that opportunities and issues are managed effectively
- - Identify and effectively communicate additional use-cases that would benefit the customer
- - Ensure that all relevant data is captured and updated weekly within our customer success platform
- - Ensure that knowledge is shared appropriately across the team to maximize effectiveness and efficiency
- - Ensure that customer feedback is effectively communicated back to the product management team
- - Work with account management and advisory to support upsell and cross-sell opportunities
- - Identify and manage customer issues and risks effectively and in line with process
- Project Work
- Spend approximately 20% of time working on projects that will either improve the function or add value to customers such as:
- - Process documentation improvements
- - Customer event preparation
- - Knowledge Base content creation and maintenance
Requirements
What you’ll need- Knowledge and Experience
- - Bachelors Degree
- - Previous Customer Success, Account Management, HR Business or Consulting experience
- - Knowledge of organisation design, transformation. workforce analytics, and workforce planning (preferred)
- Skills
- - Data driven and very strong analytical skills
- - Excellent written and verbal communication
- - Stakeholder management
- - Customer focussed
- - Time management and task prioritization
Benefits
Comp & perks- - Hybrid working - 2 days a week in the London office
- - Wellbeing: Sanctus Coaching, Virtual fitness sessions, Wellbeing webinars, Annual Wellbeing day
- - Subsidised Gym Membership
- - Private Medical Insurance (including Dental and Vision) and Life Assurance
- - 25 days holiday (increasing to 30 days at a rate of 1 extra day per year)
- - Employer pension contribution of 5% of your gross salary, if you contribute a minimum of 3%
- - Season ticket Loan
- - Cycle to Work Scheme
- - Annual Discretionary Bonus
- 'Here at Orgvue we promote individualism and a diverse workforce to build on our future success'
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisprocess documentationworkforce analyticsworkforce planningcustomer success managementaccount management
Soft Skills
analytical skillswritten communicationverbal communicationstakeholder managementcustomer focustime managementtask prioritization
Certifications
Bachelors Degree