Customer Success Manager, London - Workvivo
"Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included, no matter where they work. We are committed to our customers, obsessed with improving employees’ working lives, and driven by results. From automotive, technology, manufacturing, logistics, finance, and everything in between, we roll out the Workvivo platform to diverse organizations across the globe to enhance their employee experience.
Workvivo is part of Zoom, an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation.
As part of the ongoing global expansion of Workvivo, we need the best Customer Success Managers to deliver the ultimate customer experience, partner with our customers to deliver a fantastic employee experience and continue to meet our growth ambitions.
Key Duties and Responsibilities:
Be responsible for ongoing relationship-building and driving business adoption of the Workvivo product for customers throughout the post-launch journey.
Become a subject matter expert on employee engagement & internal communications.
Own agendas for weekly/biweekly calls, record cadence via the CRM system.
Deliver Executive Business Reviews to key customer stakeholders.
Provide Best Practices and guidance on how to increase adoption based on a mixture of customer case studies and performance trends.
Understand desired customer business outcomes, developing key performance indicators (KPIs).
Assist with technical troubleshooting.
Pull and analyse metrics.
You will be commercially astute with a capacity to recognise when escalation is necessary.
Translate customer feedback into product direction and strategy as ‘voice of the customer’.
Be ready to collaborate with Project Managers, Product, Sales and Marketing.
Additionally, you will work with the Director of Customer Success to develop and enhance post-launch Best Practices and collateral required for successful adoption of Workvivo product.
Desirable Skills and Experience:
Excellent communication skills written, verbal, one-to-one, group, formal presentations. Able to produce well-structured and clear customer facing documentation and reports.
Strong competency in Customer Success techniques and approaches.
Excellent relationship builder.
Ability to communicate technical problems to non-technical people.
Enable fast decision making to keep track of deadlines and agendas.
Challenges the status quo and seeks continuous improvement.
Strong consultancy skills with the ability to identify and promote business benefits to a client Ability to think laterally and strategically.
Excellent presentation skills at all levels.
Provide excellent customer service skills –hugely responsive internally and to customers.
Customer user adoption rates
Customer renewal rates
Customer satisfaction / NPS
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We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at firstname.lastname@example.org.
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