EventMAP Careers

Customer Success Role

Location
UK
Contract
Flexible

We are on a mission to improve the world of work, technology and people, building products and services to help solve our customers’ resource-related challenges now and in the future.

Be part of our mission, join EventMAP and help shape the world of work.

We are currently recruiting for a Customer Success Lead to aid driving customer engagement, reinforce education, and develop overall customer satisfaction. As a lead you are responsible for ensuring that key performance is measured, managed and EventMAP provide an exceptional level of service to their customers along with supporting strategically on high profile customers.

Key Responsibilities

  • To Manage key, strategic customers resolving issues promptly and ensuring they have a good EventMAP experience
  • Ensuring that key performance is measured, managed and EventMAP provide an exceptional level of service to their customers
  • To ensure customer success plans are in place for all strategic and identified customers and the team are actively working with customers to drive these forward
  • Ensures all customers are successfully using the products
  • To work with key strategic accounts driving retention, improving relationships, and managing risk
  • Ensure that Account Managers receive strategic account support to enable customers to identify and use the software and services effectively
  • To be a champion for change and actively promote the “Optime” approach
  • To identify accounts where additional revenue can be generated through understanding of the customers challenges and providing interventions in conjunction with the Account Managers/Directors
  • To increase the number of referenceable customers working with the Account Managers and business to improve this ratio
  • To increase customer adoption and take up of new modules and services
  • To support the roll out of new functionality and improvements with the account base, providing success interventions through the team
  • Support the business on product specific demonstrations ensuring that these are delivered professionally and to requirements
  • To manage revenue and customer satisfaction targets in line with company expectations
  • To support the business with the development of a Customer Education Programme to proactively help with an increased self-service approach and reduce the volume of customer queries
  • To drive adoption of key EventMAP products, customer education programmes and other business initiatives
  • To work with EventMAP Marketing to ensure customers are fully aware of the full range of products and services through specific initiatives and events
  • Remaining commercially aware to ensure activity remains profitable
  • Reporting to both internal & external stakeholder
  • There are key focus areas for this role, improving customer health and customer maturity to help both new and existing customers create a drive towards a future vision
  • For new customers this will start by providing onboarding and adoption support so they can achieve their initial desired outcomes
  • For existing customers, you will help them maximise the value of their investment so they can realise their future vision

Skills

  • Customer Service
  • Sales and building relationships
  • Management skills
  • Communication skills
  • Organisation and Project Management
  • Experience of software and cloud based product implementation beneficial
  • Ability to break down problems into manageable components and think through solutions
  • Clear communicator with professional presence
  • Strong listening skills; open to input from other team members and departments
  • Strong empathy for customers and their desired outcomes
  • Demonstrate a desire for continuous learning and improvement
  • Passion for doing the right things right, knowledge sharing and helping others

You

You work hard and have a history of making a positive customer impact. You thrive in a fast-paced and high-growth technology company.

You are happiest when you are working directly with customers together with a team of high achievers like yourself. It is even likely that you have worked as a product or project manager, but realised that you prefer helping people to writing requirements. Showcasing advanced technology to sophisticated customers energises you.

You have experience of writing clear instructions to answer questions and explain best practices.

You have independently resolved hard challenges.

You will be responsible for day-to-day leadership of your function ensuring our customers adopt their EventMAP solutions, achieve their desired outcomes, continuously improve their satisfaction, and ultimately remain a customer of EventMAP.

What you’ll get in return

With a great working environment and amazing colleagues, we’ll support you professionally and personally. In addition, we offer:

  • Competitive salaries
  • Access to training courses, plus the ability to study for professional qualifications
  • Coaching and mentoring programmes
  • Social events

No Agencies.

Apply

Interested in a career with EventMAP? To apply please email your CV and covering letter to:
jobs@eventmapsolutions.com