Customer Success Manager

VivaCity; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

VivaCity is seeking a dynamic Customer Success Manager to enhance client satisfaction and engagement. This role involves coordinating with various teams, managing client relationships, and ensuring successful outcomes with our product. The ideal candidate will have experience in client-facing roles and a passion for urban planning and mobility.

Benefits

25 days of holiday

Flexible working hours

Up to 30 days work from abroad

3% employer pension contribution

Mental health support

Discounted gym memberships

Team social budget

Optional Bupa healthcare

Qualifications

• Minimum of 2 years' experience in a client-facing role.
• Excellent team working skills.
• Experience managing and planning for renewals.

Responsibilities

• Ensure clients achieve their desired outcomes with the product.
• Coordinate across teams and resolve client queries.
• Increase client satisfaction and engagement.

Skills

Client engagement

Technical project management

Relationship building

Time management

Tools

Pipedrive

CRM platforms

Job description

We're looking for a dynamic Customer Success Manager to join us.

Salary:£40,000 - £55,000

Reporting to:Shane Foley, Head of Growth & Partnerships

Location:Flexible, hybrid, in our Old Street, London office at least 2 days a week

About us

We are a growing scale-up, with a presence in most major UK cities and a growing international presence.

We empower cities by providing local authorities and transport organisations with the detailed, highly accurate, data-driven insights they need to make informed decisions to support their sustainability goals. Having won industry and national awards every year since our founding, we bring the latest academic research into practical, real-world environments, making data-driven change happen faster than anyone else.

You can read more aboutour valuesandwhat it's like to work at VivaCity.

About the role

A Customer Success Manager’s (CSM) mission is to ensure clients achieve their desired outcome (and more) with our product. This will entail coordination across a number of other teams, being a primary point of contact for day-to-day (non-commercial) queries, while also resolving a number of the questions directly.

The outcome of this role is to increase client satisfaction, engagement, and ultimately sales and growth within an existing customer base.

As a CSM, you know the product and what it can do, inside out. You are an expert resource in the scoping of new projects, understanding what data is needed and advising on how we get there together.

Key priorities for this role include:

• Tactical, reactive response to client queriesOwning client deliverables
• Regular contact with clients
• Finding new ways to add value for clients
• Being the voice of the client for internal stakeholders

The CSM will work directly with our existing Technical Account Manager (TAM) who currently manages customer satisfaction for our enterprise accounts, where the CSM will learn from and replicate these tasks, skills and scope to adapt to a larger group of small to mid-market accounts.

Key Requirements:

• Minimum of 2 year's experience in a client facing role working with technical projects and data
• Excellent team working skills and the ability to work with a diverse range of people. A sociable nature, able to build relationships quickly with prospects.
• The ability to manage different priorities simultaneously, with excellent time and task management based on urgency
• Experience managing and planning for renewals

Desired:

• Passion for Active Travel, Urban Planning and Mobility
• Experience in the transport industry, understanding the various problems cities and authorities are trying to solve
• Experience working with and/or managing public sector accounts
• Experience with Pipedrive and/or other CRM platforms
• Experience with a Customer Success platform or familiarity with Health Scoring, Impact Plans, etc
• A good understanding of core Customer Success practices and how they related to customer growth

Who you are:

• You have a positive, result-driven attitude, with the ability and desire to grow partnerships with internal and external stakeholders.
• You are detail oriented; you take pride and ownership of making a single source of truth for client and project details.
• You are a technically minded individual with a desire to match up our technology with a problem that our customers are trying to solve
• You are familiar with APIs and data insights able to explain to both technical and non-technical audiences
• You can grasp different use cases and identify both the ways our technology applies to them and turn that into an action plan
• You’re process driven: this role requires multiple touchpoints across multiple accounts and needs solid processes and systems in place to deliver to a high quality
• You are able to present to different stakeholders on a range of issues, from specific product features, to more strategic topics
• You have a commercial mindset; identifying opportunities for the business and client to grow together

What we offer:

• 25 days of holiday
• Flexible working hours and work from home
• Up to 30 days per year work from abroad
• Up to 3 flexible bank holiday days
• 3% employer pension contribution
• £200 total working from home budget
• Enhanced parental leave
• Up to 3 ‘childcare’ or ‘dependant’ days per year
• Mental health support through Spill
• Discounted gym memberships through GymFlex
• £50 per person per quarter team social budget
• Additional entertainment budget and company parties
• Office food and drinks
• Optional Bupa healthcare and dental care through salary deduction
• Eye care vouchers
• Seasonal Flu jabs
• Cycle to work scheme
• Payroll giving through salary sacrifice

We know that diverse ideas and perspectives drive innovation and make us better. We are creating an environment where everyone, from any background, can do their best work. We're an equal opportunities employer and all applications will receive consideration for employment without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, or social background. If you need any reasonable accommodations to help you perform at your best during the application process, please let us know

We offer flexible working policies and a benefits package that includes a personal development budget, cycle to work scheme, and regular, varied events. This is an exciting opportunity to take an active part in shaping the future of an energetic company dedicated to revolutionising the way our cities work.

You don't need to have done all of these things before, but to excel in this role you will need to be keen to learn and comfortable working in a dynamic, fast paced environment. If you're close to what we're looking for, please consider applying. Experience comes in many forms, skills are transferable and passion goes a long way.