Negotiable
Overview
In this role as our
Senior Customer Success Manager in EMEA , you champion the power of our platform to help organisations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform.Beyond the day-to-day, you will be supporting our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty).You''ll be highly consultative in your role and help to develop and refine customer success strategies and best practices. You are able to engage with executives in conversations and handle more complex client issues and strategic accounts.Take a look below at the skills we want you to have.
Job Responsibilities
Develop and manage value-based relationships with roughly 12-15 customers
Maintain a real time understanding of your customers and their adoption of our platform
Develop and maintain, in collaboration with your customers, Success Plans / Value Realization Plans as the blueprint for achieving the customers goals
Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities
Uncover risk, or latent or unexpressed needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth
With input from your director, drive and manage all the renewals across your book of business
Identify opportunities to cross-sell and upsell customers on additional solutions
Working with your director and sales to grow outside of your day to day contact and create new relationships with new stakeholders or business units
Own renewal and expansion strategy, leading contract negotiations and forecasting across your book of business while keeping leadership aligned throughout the process
Be the leading advocate for our solutions within the customer organisation
Inspire your customers to think strategically about how our platform can support their business needs
Understand the customer organisation and how our solutions can bring value to them and build stronger engagement and intelligence with their customers
Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform
Act as key point of contact for customer relationships
Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
Provide exemplary service and support that delights our customers
Proactively look for risk indicators and get ahead of potential issues
Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
Be the leading customer advocate within Alida
Work in unison with other Alida teams (sales, support, services, product, etc.) to deliver a world class customer experience
Champion on behalf of your customers for improvements and advancement of our solutions
Identify customer adoption challenges, CSAT risks and other indicators of churn risk
Develop and manage remediation plans to alleviate customer challenges
Thought Leader on CS internally and externally in the organisation
Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
Develop assets that assist with customer enablement (blogs, videos, best practices, etc.)
Support any local marketing initiatives (user group, industry event, webinar…): content creation, attendance, presentation
Desired Skills and Experiences
Very strong command of English required and full professional fluency in French (native or bilingual preferred)
Post-secondary educational degree
An Enterprise SaaS background from a fast-growing SaaS company is ideal for this role
Minimum 4 years of experience in customer success, business development, management consulting or account management, or similar role
Post sales software experience as a CSM or Account Manager is highly desirable
Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
Ability to manage and be accountable for your book of business
Excellent time management, organisational, and problem-solving skills
Strong initiative and drive to innovate
Ability to sell ideas and concepts
An ability to inspire others and lead with grace
Excellent written and verbal communication skills with strong attention to detail
Professional (even dynamic) presence, presentation and public speaking skills
Gravitas, able to speak eloquently in front of senior c-suites and/or larger groups to gain credibility
Strong aptitude and passion for technology and ability/desire to learn new software
Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
A team player who likes to collaborate with others
Added value: Customer Experience and/or Insights background; experience setting up new programs for customer audiences
Additional information
We are ideally looking for candidates based in London to be able to work two days per week in our office, and for easier travel to customers.
The Good Stuff
Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry.
Best-in-class company paid benefits including medical, dental, pension matching and more.
Attractive annual leave policy: In the UK, you are entitled to 28 days annual leave per year.
Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.
Recognized as one of the Best Workplaces in British Columbia for 2024 by Great Place to Work
Recognized in 2023 as one of the Best Workplaces for Women
Recognized as a Top Employer by British Columbia''s Top Employers 2023
About AlidaAlida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.
That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.
Leading companies like
HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon
depend on
Alida’s community-centered research platform
to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.
Learn more at www.alida.com.
We can’t wait to meet you!
EEO and Application InformationWe understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.
At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included. We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation.
If you require accommodation because of a disability or medical need, please contact accommodations_hiring@alida.com so that arrangements can be made for the appropriate accommodations to be in place.
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Negotiable