Customer Success Manager

Preservica; Boston (MA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Annual training allowance

Career development

Job summary

Preservica in Boston is seeking a seasoned Customer Success Manager to advocate for customers and ensure they gain maximum value from our Active Digital Preservation solutions. You will maintain regular contact, drive retention, and identify opportunities for upsell and cross-sell across a portfolio of key accounts.

With 5+ years in customer success or account management, you will translate data into insights, build executive relationships, and collaborate with sales and product teams to improve

Qualifications

• 5+ years within Customer Success, Account Management or Customer Engagement.
• Proactive self-starter with the skill to continually seek opportunities to improve the Customer Experience.
• Track record of working in a customer facing role and driving initiatives to maximise the customers ROI.
• Commercially minded with an aptitude for data analysis, finding trends, risks, and opportunities within our customer interactions.

Responsibilities

• Foster and maintain open channels of communication between the company and its customers, developing decision maker level relationships.
• Represent the Voice of the Customer (VoC) within Preservica to ensure the business capabilities, strategy, and roadmap meet the existing and future needs of the Customers.
• Proactively seek opportunities to improve the Customer Experience.
• Be a subject matter expert in Preservica's products and services guiding customers to best practice and maximizing their ROI.
• Identify and nurture upsell opportunities to the existing Customer base, partnering with Sales and Marketing to drive additional revenue.
• Translate data into strategic information that communicates trends and opportunities both internally and externally.
• Lead customer strategic business reviews both in person and remotely.

Skills

Customer Success

Account Management

Customer Engagement

CRM Systems

Job description

Do you understand how to meet the needs of high profile high value customers? Are you an advocate for driving customer adoption of your software, raising customer satisfaction and retention? Do your customers regularly complement you on "a job well done"? Want to be a key part of a world leading company safeguarding the planet’s most precious digital assets?

We are Preservica and we are changing the way organizations safeguard their digital information. Our SaaS Solutions are at the razor's edge of commercial software addressing the need for smart digital preservation technologies. As a world-leader in digital preservation, our award-winning software is used by leading businesses, archives, libraries, museums and government organizations across the globe

The Role

Working closely with a portfolio of key customers your role here is to be their Preservica "Champion". Maintaining regular contact to ensure that they are driving the best experience from their use of Preservica's Active Digital Preservation solutions. Aimed at driving customer retention and maximizing upsell and cross selling opportunities.

Preservica is growing at pace and this is a great opportunity to be a significant contributor in our Customer Success programmes.

Responsibilities

• Foster and maintain open channels of communication between the company and its customers, developing decision maker level relationships
• Represent the Voice of the Customer (VoC) within Preservica to ensure the business capabilities, strategy, and roadmap meet the existing and future needs of the Customers
• Proactively seek opportunities to improve the Customer Experience
• Be a subject matter expert in Preservica's products and services guiding customers to best practice and maximizing their ROI
• Identify and nurture upsell opportunities to the existing Customer base, partnering with Sales and Marketing to drive additional revenue
• Translate data into strategic information that communicates trends and opportunities both internally and externally
• Lead customer strategic business reviews both in person and remotely

Skills, Experience & Qualifications

• 5+ years within Customer Success, Account Management or Customer Engagement
• Proactive self-starter with the skill to continually seek opportunities to improve the Customer Experience
• Track record of working in a customer facing role and driving initiatives to maximise the customers ROI
• Commercially minded with an aptitude for data analysis, finding trends, risks, and opportunities within our customer interactions. Ability to communicate complex data to customers in a clear and concise way.

Location

Our offices are in Boston MA but this role will operate as hybrid from home with regular office days. You should be based within reasonable commuting distance of Boston.

What We Offer

Our people are important to us. As well as a competitive salary and benefits package, we also offer great future prospects in a fast-growing market sector. From developing your leadership skills to improving your technical abilities, we can offer tailored career development based on your aspirations. This is supported by our focus on personal development and training - all our staff have an annual training allowance, which can be used to learn new technologies, develop soft skills or earn recognized professional qualifications.

Preservica is an equal opportunities employer.