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Customer Success Manager - UK

UK (Remote)

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.

Responsibilities
  • Establish a trusted advisor relationship with our strategic customers
  • Collaborate with customers to establish and track strategic goals and key performance indicators
  • Assist customers in optimizing solution adoption and usage to achieve a fast time-to-value
  • Own the technical delivery of Prevalent 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
  • Work with sales and professional services to drive account strategy and deliver additional value to customers
  • Participate in customer meetings, executive briefings and quarterly business reviews to gain customer perspective
  • Identify opportunities for case studies, references and other forms of customer advocacy
Qualifications
  • 2+ years of experience in Customer Success or equivalent history of increasing customer satisfaction, adoption and retention in high tech, software and/or SaaS business models
  • Excellent leadership, communication and presentation skills
  • 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
  • Bachelor’s degree in Business, Computer Science, Communication, Education or related field
  • Working knowledge and experience with Microsoft Office
  • Working knowledge of Salesforce and/or Gainsight are a plus
  • Professional certifications such as CTPRP, CRISC or PMP are a plus

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