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Ken Harbourne

A global award-winning Executive Staffing Consultant with an unrivalled track record of recruiting exceptional talent. Ken puts his success down to matching talent with culture, not C.Vs with job specs.

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Customer Integration and Success Manager

Permanent
Cork
€80000 - €90000 per annum

To lead and grow an international team working across multiple time zones, responsible for providing comprehensive Customer Implementations & Support in the use of our SaaS compliance management software, with the objective of optimising customers' levels of usage, adoption, and retention. An excellent communicator with the ability to solve problems whilst building and maintaining strong working relationships with customers.

Main Duties & Key Responsibilities

  • Work with the Solutions Engineers to ensure the solution designed in Pre-Sales is implemented
  • Ensure all Key Success Measures are incorporated into the Implementation
  • Implementation' aims to 'match' the capabilities to the needs of the Customer's organization. The consultant's role involves performing Customer Engagements on-line, or at Customer Site meetings or workshops and facilitating Customers to scope a project:
  • Establish how the Customer's current Standard & Regulatory product compliance process works and what resources/people/experience/expertise and responsibilities are in place
  • Define Process goals in conjunction with Customer
  • Decide what challenges should be addressed in the context of the Customer's corporate goals
  • Work through configuration options 'live' on the system, evaluating options
  • Establish how best to implement work flow steps to suit Customer's organization and staff roles
  • Explore any reporting needs, including management reporting
  • Definition and development of consulting offerings, development of concepts, models and approaches to solving Customer Needs
  • Reporting on the findings of workshops or other engagements
  • Description/diagram of Customer Processes

Implementation - Implementation Phase

  • Configuring to meet Customer's needs as defined in the Pre-Sales and/or Implementation Analysis phase
  • Training / presenting to users

Implementation - Adoption and Metrics Phase

  • Own the Adoption score for all customers, managing initiatives to increase adoption
  • Use analytical thinking and tools to develop strategies in support of optimal usage based on Customer Needs
  • Create and maintain custom set up to support targeted Alerts, increasing the relevance of all content sent to customers
  • Assist and influence Customers to 'Embed' the platform in their organization and so derive maximum value from their investment
  • Work closely with the Account Management for assigned Customers playing an integral role in Account Planning

Customer Support

  • Lead the existing team to respond to all reactive Customer Requests in agreed SLAs
  • Analysis of Customer requests to filter to key stakeholders eg. Product Management
  • Plan and manage the creation of a new/separate team for activity in the future to enable scaling

Voice Of The Customer

  • Be the 'Voice of the Customer' input to the Product Management and Design team. Ensuring the users requests and suggestions are heard and responded to
  • Partner with the Product team to ensure our users priorities are represented in the prioritisation process of both content and software feature Roadmaps
  • Giving feedback and input into the future development of the platform.

Internal Process Improvement

  • Contribute to the development of an innovative and user-centric Customer support structure for a dynamic and sophisticated Customer base
  • Participate in the development of policies procedures and processes to drive reduction of costs and / or increase in revenue/ profit
  • Ensure best practice is leveraged across the Customer Success Team and that each member of the Team contributes to increasing the overall team knowledge
  • Support internal and Customers by creating relevant reports on request

People Management

  • Provide clear direction and coaching to the team
  • Ensure communication is regular and needs are addressed promptly
  • Lead in the demonstration of company values
  • Ensure that you have clear goals set, development plans and performance reviews completed on time
  • Resource your team to support the business

Training

  • Create and deliver training programmes and documentation for new and existing Customers, based on their needs.

Knowledge & Skills

  • 5 years Experience in a fast-paced Customer Success environment in a SaaS company
  • 1-3 years Customer Success Management experience in a similar environment demonstrating strong leadership skills
  • Ability to demonstrate technical aptitude in learning to use new software applications for implementation in Customer Environments
  • Mastery of multiple tools, e.g. CRM, support ticketing, project management tools etc.
  • Project Management abilities & experience
  • Data analysis and problem-solving abilities;
  • Experience in user onboarding tools and processes
  • Experience in process improvement and automation, to drive best practice for Internal Team
  • Demonstrated experience in working with Customers to design process flows to incorporate SaaS Software offering
  • Excellent verbal and written communication skills with the ability to communicate and present to senior leadership of large multinational organisations;
  • Attention to detail
  • Experience in a compliance and regulatory environment is an advantage;
  • Experience in Customer Training Material development

At Wallace Myers International Recruitment Agency we specialise in sourcing professionals for key industries and services. See our website for more details.

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This position was pPosted on 17 Jun 2022

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