Customer Success Manager I

Hudl, Inc.; Greater London; Ibrido; GBP 32.000 - 52.000; Tempo pieno

Descrizione del lavoro

Hudl, Inc. is seeking a Customer Success Manager I to retain and expand non-league and grassroots football customers across the UK, Scandinavia and Africa.

You’ll help users maximize value from their subscription and drive renewal and upsell opportunities. In this role you’ll develop strong client relationships, support and manage accounts, collaborate with AE colleagues to capitalise on market opportunities, and travel as needed (up to 50%).

Competenze

• Experienced in a client-facing role, ideally in a tech company, with knowledge of non-league football in the UK.
• Excellent communication skills with the ability to present to clients.
• Understanding of APIs and how to pitch them to customers.
• Ability to build strong relationships to drive expansion and renewals.
• Willingness to travel up to 50% of the time.

Mansioni

• Develop strong customer relationships by maximizing product engagement and renewals.
• Be involved in all aspects of support and account management, including education and product demonstrations.
• Work toward monthly, quarterly and yearly renewal targets and identify upsell opportunities.
• Collaborate with AE colleagues to capitalise on market opportunities.

Conoscenze

Client-facing

Excellent communicator

Technology-savvy

Relationship builder

Travel willingness

Salesforce experience

Strumenti

Salesforce

Descrizione del lavoro

At Hudl, we build great teams. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. We work hard to provide a culture where everyone feels supported, and our employees feel it—their votes helped us become one of Newsweek's Top 100 Global Most Loved Workplaces.

We think of ourselves as the team behind the team, supporting the lifelong impact sports can have: the lessons in teamwork and dedication; the influence of inspiring coaches; and the opportunities to reach new heights. That’s why we help teams from all over the world see their game differently. Our products make it easier for coaches and athletes at any level to capture video, analyze data, share highlights and more.

Your Role

We’re looking for a Customer Success Manager I to focus on retaining and expanding our non-league and grassroots football market customers across the UK, Scandinavian and Africa. You’ll help users get the maximum benefit and higher return on investment out of their subscription.

In this role, you’ll:

• Develop strong customer relationships through maximizing product engagement. You’ll maximize satisfaction across a group of accounts and become a trusted partner for your customers.
• Be involved in all aspects of support and account management. You’ll demonstrate our products, educate customers, and carry out a range of engagement and commercial activities.
• Work toward goals. Throughout the year, CSMs work toward achieving monthly, quarterly and yearly renewal targets. You’ll run meetings to truly understand client needs, identify opportunities for time-savings/expanded capabilities through better product usage,and identify opportunities for upselling additional services.
• Work effectively and efficiently with your AE colleagues to ensure all market opportunities are capitalised on.

Time spent collaborating with your teammates in-office will be a regular part of how you work. We’re currently considering applicants within commuting distance of our London Office. You’ll be expected to work more days in-office than remote, but will have the freedom to coordinate your specific in-office schedule with your team.

Must-Haves

• Experienced. You’ve held a client-facing role, preferably in a technology company and you possess a good understanding of the non-league and grassroots football market in the UK.
• Excellent communicator. Presentation skills are key in this role.
• Technology-savvy. We don’t expect you to build an application programming interface, but you should understand what an API is and be able to pitch that to clients.
• A relationship builder. Building strong relationships is key in order to drive expansion and renew customers.
• Willingness to travel. You’re happy to hit the road and visit customers on a consistent basis, as often as a few times a month. You will be expected to be traveling up to 50% of the time.

Nice-to-Haves

• Sports background. If you’ve been active in the sports industry or played sport at any level, that’s a big plus.
• Salesforce experience. Previous knowledge of this customer relationship management system would be an asset, but it is not required.
• Proactive. You enjoy going the extra mile to help a customer. Seeking out ways to help them improve their product experience is a step you like to take.
• Analytical. You’re comfortable looking through metrics that showcase user behavior and engagement.
• Autonomous. You’re a self-starter and are able to take initiative to solve problems.
• Project management. You’ll be working with multiple stakeholders both internally and externally, so being able to multitask is essential.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.

Compensation

The base salary range and on-target earnings (OTE) for this role are displayed below. Typically, the total compensation will fall within the middle of the OTE band.

Our compensation decisions are based on an individual’s experience, skills and education in line with our internal pay equity practices.

Final compensation will depend on your performance against quotas outlined in your Individual Sales Plan (ISP) upon hire.

Base Salary Range

On-Target Earnings

Inclusion at Hudl

Hudl is an equal opportunity employer. Through our actions, behaviors and attitude, we’ll create an environment where everyone, no matter their differences, feels like they belong. We offer resources to ensure our employees feel safe bringing their authentic selves to work, including employee resource groups and communities. But we recognize there’s ongoing work to be done, which is why we track our efforts and commitments in annual inclusion reports. We also know imposter syndrome is real and the confidence gap can get in the way of meeting spectacular candidates. Please don’t hesitate to apply—we’d love to hear from you.