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Job Description
You will become a trusted advisor to your clients, with regular touchpoints that build confidence and a relationship with the Deputy platform. You will understand your customers’ businesses and core needs to easily identify new ROI and adoption opportunities. You will work closely with the Sales, Product, and Marketing organizations to build customer advocacy and ensure retention of your book business.
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- Identify and proactively engage with your customers one on one at key moments of the customer lifecycle to prevent churn, handle escalations, drive success and empower them to grow on the Deputy platform
- Drive an increase of Adoption (Utilisation Score), Net Promoter Score (NPS), Revenue Expansion and Retention of your customers
- Leverage data to identify trends and opportunities to engage with customers 1 on 1 to solve adoption challenges, increase retention, uncover strategic growth opportunities, and address general customer concerns and feedback
- Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, time & attendance industry and the wider ecosystem
- Focus to increase key metrics like Adoption (Utilisation Score), Net Promoter Score (NPS) and Net Revenue Retention (NRR) across the mid-market customer segment
- Advocate for the customer by representing their feedback and issues internally to improve customer satisfaction and the overall Deputy platform
- Support implementation and renewals of your customers by being a key resource to the Implementation and Account Management functions
- Collaborate on high-priority internal projects that evolve the Customer Success function to better meet our customers needs
Qualifications:
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- 3+ years with relevant customer-facing experience in a B2B customer success or a relationship management role, ideally from one of the following industries: SAAS, cloud, marketing, media, payroll, HR or time & attendance.
- Bachelor’s degree or relevant work experience
- Experience managing and driving success at scale in a portfolio of mid-sized accounts
- Passionate about being the voice of the customer internally, and comfortable with working cross-functionally to drive customer outcomes
- An ability to understand client objectives and think strategically/ creatively on ways to achieve them
- Comfortable with testing new approaches to drive customer engagement and success throughout the customer lifecycle
- Excellent written and verbal communication skills across all levels in a business, in particular a strong telephone presence and web presentation skills are all essential
- Strong technical aptitude, excellent computer skills, and passion for technology
- Previous use of Salesforce or similar CRM system
- Enjoys working in a fast paced, ever changing startup environment
- Ability to travel as needed
Location: Remote.
Apply: CUSTOMER SUCCESS MANAGER
