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Customer Success Manager - UK

Basingstoke

Job Description

At Prevalent, happy customers are our lifeblood. As a Customer Success Manager, you will serve as a trusted advisor to our customer contacts and help them achieve maximum value from our third-party risk management (TPRM) solutions. You will also work closely with our sales and professional services teams to identify success factors and uncover expansion opportunities.

This position is located in the UK and reports to the Customer Success Management Team Lead.

Responsibilities
  • Establish a trusted advisor relationship with our strategic customers
  • Collaborate with customers to establish key performance indicators and assist in meeting their goals
  • Work with sales and professional services to drive account strategy and deliver additional value to customers
  • Coordinate the delivery of our products and services to customers
  • Act as an escalation liaison between the customer and our technical support and product management teams to overcome any barriers to product adoption
  • Ensure that product issues and feature requests are logged and properly managed in our ticket management and enhancement tracking systems
  • Identify opportunities for case studies, references and other forms of customer advocacy, and introduce customer contacts to marketing representatives for follow-up
Qualifications
  • 3+ years of experience in customer success or equivalent history of increasing customer satisfaction, adoption and retention
  • Excellent leadership, communication and presentation skills
  • Comprehensive technical understanding of database concepts
  • Strong organizational skills with the ability to effectively manage all activities, projects, requests, documentation and timelines
  • Strong team player and self-starter with a passion for customer success
  • Ability to thrive in a multi-tasking environment and adjust priorities as needed
  • Demonstrated success leading large-scale, enterprise software engagements from beginning to end in high pressure, high accountability environments
  • Capacity to work in a high-growth and fast-paced environment
  • Passion and a "can-do" attitude with a desire to make an impact in a start-up environment
  • Professional certifications such as CTPRP, CRISC or PMP are a plus
  • Ability to travel occasionally and as needed

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