Customer Success Manager

Are you a tech savvy, problem solver that’s customer focused and SUCCESS driven? 

Then boost your career with the fast-growing SaaS business that’s transforming student and employee engagement.  Great company culture, award winning product and competitive pay. 

The Role 

We are looking for energetic and driven CSM to accelerate the continued growth of Vevox. Reporting to the Customer Success Team Manager, you’ll be confident with account & relationship management, online customer training, as well as support ticket resolution. You’ll be onboarding, training, supporting and growing our Higher Education customers working within our 5 star rated customer success team and alongside our Higher Education Sales Team. Whilst working in a supportive team environment you will work with autonomy, delighting customers and become a Vevox expert. You will host online and face to face customer sessions and represent your company at industry events. 

Key responsibilities you will have … 

  • Managing all aspects of the account from commissioning, set up, configuration, implementation and continued nurture.  

  • Running the kick off call with the customer, agreeing and consulting with them on the right technical set up for their institution  

  • Nurturing new pilot account customers and users to ensure successful conversion to full plan 

  • Identifying and managing success criteria & risks within your accounts 

  • Running customer training/workshop sessions from Train the Trainer to Lunch and Learns (virtual and F2F) 

  • Monitoring usage of all accounts and reporting progress to customer at agreed intervals, raising accounts of concern with your manager 

  • Running account review meetings at agreed intervals 

  • Responsible for account renewal, working with Sales Executive where required  

  • Actively talking to your customer base to drive and achieve your account goals i.e. inactive user nurture, increasing awareness of less used features of the platform, creation of user stories 

  • Being a trusted advisor to your customers  

  • Supporting Sales Executives with product demo & pre sales nurture 

  • Supporting Sales Executives with proposal/tender completion  

  • Liaising with Sales Executives on progress of pilot accounts and renewal conversations  

  • Keeping company systems up to date with customer, account and project information i.e. Salesforce (CRM), Microsoft tools (Planner, Teams) 

  • Collaborating, contributing and owning a number of Customer Success initiatives i.e. process improvement, organising and running external webinars, launch of new user community, application & adoption of new technology/tool.  

  • Assisting in preparation of information and analysis for company meetings such as stakeholder meetings, quarterly company meetings.  

  • Assisting, planning and driving marketing and product initiatives – planning, research, interviews, gathering customer stories and contribute on social media 

  • Assisting in first line support of all customers via Vevox support channels, i.e. email ticketing system, Live Chat, phone, email, social media 

  • Gathering and pro-actively sending feedback to the Product team from customers 

  • Preparing, attending & supporting the technical running of marketing events (virtual and F2F) 

  • Presenting at marketing events, webinars (virtual and F2F) 

  • Nurturing & and discovering new Vevox Ambassadors.  

KPIs 

  • Customer Reviews  

  • Converting pilots to full plans 

  • Renewal of current accounts  

  • Increase active users across assigned accounts 

  • Expanding revenue of current accounts & moving renewals to multi year deals  

  • Creation of content to support Customer Success goals i.e. help video, webinars, success stories 

  • Feedback ratings from onboarding & training sessions 

You will need 

  • To be HIGHLY motivated 

  • Excellent communication skills - both written and verbal 

  • To be a great team player, confident and great with people 

  • To be able to intelligently question and consult with education professionals of all levels 

  • To have good problem solving skills 

  • Tech and social media savvy 

  • B2B SaaS/Software Customer Success experience 

Why join us… 

  • Thorough training and continual coaching and development  

  • Company smartphone (optional) 

  • Company laptop 

  • Flexible working hours & remote working 

  • 25 days holiday + bank holidays + your birthday off! 

  • Free parking (at Hampshire HQ office) 

  • Company social activities 

  • Contributory Pension Scheme 

  • Gym membership contribution 

  • Bike to work scheme 

  • Private medical insurance (BUPA) 

About Vevox

Vevox brings out the best in presenters and audiences, giving everyone an equal chance to be heard. Award winning and adopted by 1000’s of global corporations and universities. Vevox has established itself as a much loved real-time audience engagement app for the workplace and classes. Read more on about page. Vevox is a subsidiary of the parent company Auga Technologies

Vevox is rated

The Vevox Team 

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