Technical Customer Success Manager – Enterprise

Are you a tech savvy, problem solver that’s customer focused and SUCCESS driven? Then boost your career with the no.1 rated SaaS business that’s transforming employee and student engagement. Great company culture, award winning product and performance related 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 management activity, technically minded, able to provide online customer training & support issue resolution. You’ll be training, supporting and growing our Enterprise customers working within our 5 star rated customer success team and alongside our Enterprise Sales Team. Whilst working in a supportive team environment you will work with autonomy, delighting customers and become a technical expert on the Vevox platform. You will host online and face to face customer sessions and represent your company at industry events. 

Key responsibilities

  • Managing the operational aspects of a set of accounts from technical account set up, implementation and through to continued nurture of the users.  

  • 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 

  • Problem solving and supporting customers in successfully using the Vevox product, becoming a trusted advisor.  

  • Gathering reviews, testimonials and case studies from customers to support our marketing and customer success objectives 

  • Liaising with the Sales Team on progress of the accounts  

  • Nurturing & discovering new Vevox Ambassadors and Champions. Sharing their successes with your customer network.  

  • Providing first line Vevox technical support for customers prior to and during their live events 

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

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

Other responsibilities you will have... 

  • Running account review meetings with Vevox Account Executive (AE) at agreed intervals 

  • 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 

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

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

  • Running the kick off call, alongside your Vevox AE, agreeing and consulting with the customer on the right technical set up for their organization  

  • Identifying and managing success criteria & risks within your accounts 

  • Supporting the Sales Team with product demo & pre sales nurture 

  • 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, launch of new user community, application & adoption of new technology/tool.  

KPIs

  • Increase active users & sessions run across assigned accounts 

  • Monthly customer review targets  

  • Finding and supporting in Customer Success Stories for the website. 

  • Helping create customer success content for our You Tube Channel and Help Site 

  • Feedback ratings from onboarding & training sessions 

You will need

  • To be HIGHLY motivated 

  • Proven technical skills  

  • 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 professionals of all levels 

  • To have good problem solving skills.  

  • B2B SaaS/Software Customer Success/Account Management experience and/or technical events experience (required) 
  • A degree (desirable) 

Why join us

  • Private medical insurance (BUPA) 

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

  • Flexible working hours & remote working 

  • Awesome office with free parking (at Hampshire based office) 

  • KPI driven commission structure 

  • Company social activities 

  • Gym membership contribution  

  • Bike to work scheme 

  • Thorough training and continual coaching and development   

  • Unlimited access to live Customer Success training courses through Sales Impact Academy 

  • Contributory Pension Scheme 

  • Company smartphone   

  • Company laptop 

About Vevox

Vevox is the no.1 polling and Q&A platform that 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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