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Customer Success Manager

Jun 13, 2022

Overview

Job Title: Customer Succss Manager

Reports to: COO

Direct Reports: Customer Success Specialists and Customer Support

Location: Remote, Ireland

About Us:

Compliance & Risks is the leading provider of market access and product compliance SaaS solutions and is recognized as the leading end-to-end global product compliance solution provider across the technology, consumer goods and retail, industrial goods and life sciences sectors. The company’s market leading SaaS platform, C2P, enables uninterrupted market access for enterprises selling products globally by monitoring and managing key product requirements, regulations and standards in their chosen markets. The C2P platform provides the world’s most comprehensive database of legislative information, insights and actions, linked to product workflows, to help clients bring products to markets faster with lower risk and ensure ongoing compliance.

The company serves over 220+ global enterprise customers including: GE, Google, Nike, Amazon, Ikea, Bose, Tesla, Vaillant, Unisys, Samsung and Fujitsu.

Our Values:

All employees should continually promote legacy of Company Culture through demonstrating its values – 1. Trust 2. Respect 3. Winning Together 4. Innovation

Compliance & Risks is an Equal Opportunities Employer.

Purpose:

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, C2P, 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.

Responsibilities:

Build & Lead the Customer Success Specialist Team

Build and Lead an international team working across multiple time zones, responsible for providing comprehensive Customer Implementations & Support in the use of our compliance management software, C2P, with the objective of optimising customers’ levels of usage, adoption, retention and growth.

C2P Implementation – Analysis Phase

This team is accountable for all standard Implementations of C2P.  

It will also include working with the Professional Services Project Managers on complex eals.  

It will include new Implementations, Re-Implementations and Optimisations

  • 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 of C2P 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 (C2P) 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

C2P Implementation – Implementation Phase

  • Configuring C2P to meet Customer’s needs as defined in the Pre-Sales and/or Implementation Analysis phase
  • Training / presenting to users

C2P Implementation – Adoption and Metrics Phase

  • Own the C2P Adoption score for all customers, managing initiatives to increase adoption
  • Use analytical thinking and tools to develop strategies in support of optimal usage of C2P based on Customer Needs
  • Create and maintain custom C2P set up to support targeted Alerts, increasing the relevance of all content sent to customers 
  • Assist and influence Customers to ‘Embed’ C2P 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 thai 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 C2P tool

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 C&R values
  • Ensure that you have clear goals set, development plans and performance reviews completed on time
  • Resource your team to support the business

Collaboration with Others

  • Working closely with the Solutions Engineers in Pre-Sales to ensure a seamless handover for implementation 
  • Working with Professional Service for implementation of Complex Deals when required 
  • Where needed support Business Development Managers to assist with a sale. This is a growth environment
  • Work with Sales Enablement to ensure knowledge of C2P & all our offerings are well understood
  • Working closely with Product Management and design Team for Voice of the Customer feedback
  • Input in the development of other C&R offerings e.g. Managed Services 
  • Training of others in other departments when required. 

Training

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

Requirements:

  • 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

The Perks:

  • A competitive salary, company bonus, health insurance, pension, company days and service days, wellbeing programme, Employee Assistance Programme
  • Starting off you have a welcome swag pack to your door along with a buddy, a mentor, top class IT equipment, and a detailed onboarding programme 
  • An exciting and dynamic role with career development opportunities and progression
  • The opportunity to work with talented and diverse team in an inclusive work environment
  • A learning culture where continued learning & development is supported and encouraged
  • Remote working options and a flexible environment that promotes wellness and work life balance

Company Highlights:

  • 20-30% YoY revenue growth since 2017
  • Established global offices
  • Top private equity sponsorship from Luminate Capital Partners
  • 70,000+ regulations and standards on the platform
  • A marketing leading retention rate over 95%