Customer Solutions Manager

Oktopost; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the B2B social media space is seeking a Solutions Manager to enhance customer success. This role involves onboarding new clients, driving product adoption, and developing strategies to ensure customer satisfaction. Join a dynamic team and contribute to the growth of a revolutionary product suite.

Qualifications

• 2-5 years in customer consultation roles.
• Experience with B2B SaaS products.
• Ability to interpret customer data.

Responsibilities

• Lead onboarding for new customers.
• Drive product adoption and usage.
• Develop internal processes and documentation.

Skills

Customer Success

Data Literacy

Project Management

Presentation Skills

Communication

Tools

Salesforce

CRM

Marketing Automation

Job description

Are you an experienced Solutions Manager or Customer Success star? Looking to take a step forward in your professional career? Do you want to join an amazing company with an outstanding product, stellar team members, and the best clients? Then Oktopost is the place for you!

Oktopost is revolutionizing the way companies connect with their customers and audiences. We enable B2B marketers to fully manage and optimize social media to drive their businesses forward in a scalable and measurable way. Leading B2B organizations all over the world such as ACI Worldwide, Snowflake and Fujitsu are using Oktopost to improve and understand their social presence in order to make better business decisions. We are a global, fast-paced, and innovative start up with offices in Ramat Gan, London, and Grand Rapids (MI).

We are seeking a highly driven and well-organized Solutions Manager to join our Customer Success team. This role reports to our Solutions Management Team Lead for EMEA. You will become the ‘go-to’ cross domain expert with the Oktopost product suite, with the aim to drive customer adoption and value through a consultative approach, and leverage this via highly tailored training and consultative sessions. You’ll be joining a relatively new team at Oktopost and will play a crucial role as we build and evolve this department to deliver exceptional customer value from the Oktopost product.

Responsibilities

• Lead the onboarding process for assigned new Oktopost customers, ensuring a seamless experience and successful setup.
• Become the ‘go-to’ expert for an assigned product area within Oktopost for all internal employees and all customers.
• Collaborate with account managers to drive product adoption and usage in line with customer goals.
• Develop internal processes, documentation and assets to help grow and evolve the Solutions Management department.
• Work closely with the product team to incorporate product updates into your knowledge and customer consultation workflow.
• Lead customer value enhancement initiatives to increase product knowledge and adoption of your area of product domain expertise.
• Participate as a product domain expert at Oktopost customer events.
• Follow and continually execute the Oktopost process for Solution Managers.

Requirements

• 2-5 years of experience in a customer consultation role, such as solutions management, customer success, implementation/onboarding specialist, business consultant, etc.
• Proven experience in increasing product adoption through consultative methods and expert product knowledge.
• Experience in managing internal projects.
• Experience working with B2B SaaS products.
• Strong data literacy, with the ability to interpret customer data and use it to inform consultation strategies.
• Demonstrated ability to develop and deliver high-quality customer-facing assets, including presentations, documentation, training videos, and data-driven reports, to facilitate product adoption and enhance customer engagement.
• Ability to build and maintain strong internal relationships amongst multiple teams, including sales, account management, product and support.
• Exceptional presentation, verbal, and written communication skills.
• Highly organized, with an ability to track your time and tasks to a high standard.
• Experience in project management is a plus.
• Knowledge of employee advocacy and/or the B2B Social Media environment is a plus.
• Knowledge of CRMs & Marketing Automation Products is desired. Experience with Salesforce is a plus.