Customer Success / Conferencing Hybrid Role

Customer Success - Conferencing Hybrid Role 

This role will be primarily Customer Success focused with hybrid conferencing duties as part of projects, peak live event times.

Please note this role is US based in Birmingham and will be office based on weekdays with WFH at weekends. 

 As part of the shift pattern for this role once training is successfully completed it will include weekend working.

Key Responsibilities: 

Proactively add value, engage and build relationships with Customers related to the successful delivery of NetRoadshow services, meeting SLAs, responsible for escalations, outage communications and ensuring excellence. 

Position in the market, their product/service goals, and competitive landscape via Quarterly Account Reviews with sales. 

Cross team collaboration with sales to achieve goals determined in quarterly account review process for specified accounts and generate revenue.

Responsible for collaborating with internal teams to onboard and integrate new Customers and develop existing customer relationships.

Proactively service customer requests for specified primary and secondary accounts per RE DOC or other customer preferences.

Collaborate closely with the CS team to provide coverage of data@ emails from all customers always ensuring a cross-team effort. 

Build, maintain, and grow, long-lasting customer relationships. 

Lead and collaborate with cross team initiatives for go-to market new features to discuss and drive adoption.

Proactively ensure accuracy of the NRS Service requested from set up to expiration/pricing- to phase out including close collaboration with IT and Training where necessary to improve processes.

As necessary, attend conferences and other industry events to capitalize on networking and relationship-building opportunities. 

Promote a cross-team approach to create better customer experience. 

Manage Customer input and feedback for all projects with detailed direction and timelines. 

As part of projects / peak times assist with live events including booking, running and overseeing high profile calls

Required Skills: 

Communication skills: Communication skills are essential for Customer Success Managers, as they often communicate with clients and colleagues in writing and verbally. You may also communicate with customers over the phone or video chat. Effective communication is key to building relationships with clients and colleagues, and it’s important to be able to explain complex ideas in an easy-to-understand way. 

Product knowledge: Customer Success Managers should have a thorough understanding of the products and services they represent. This can help you explain the benefits of the products to potential customers and help you identify ways to improve the products. You can also use product knowledge to identify potential customer needs and recommend products that can fulfill those needs. 

Critical thinking skills: Critical thinking skills are essential for Customer Success Managers, as they often collaborate with customers to find solutions to their problems. For example, if a customer is dissatisfied with a product or service, the Customer Success Manager may collaborate with the customer and cross teams internally to find a solution.

Relationship building skills: Relationship building skills are also important for Customer Success Managers. You may be responsible for developing and maintaining relationships with customers, colleagues, and other business partners. You can use

Example Tasks/Workflows: 

Document ALL client interactions, opportunities and recommendations in HubSpot 

Pre- and post-show engagement

Outreach to new bankers to introduce NRS.

Quarterly/yearly service reviews

Track SLAs

Quality assurance testing of new features

Develop useful account reports.

Own the RE Docs, ensuring they’re concisely written and easily understood by other teams.

Outage communications

Promoting new features such as Event Hub and Go to Market activity.

How Success is Measured:

Forecast and track key account metrics via HubSpot and POF 

Track towards business and customer goals determined in the quarterly account strategy reviews. 

Growth in customer retention and success measures

Creating a precise process to ensure we meet all their requirements, which separates us from the competition. 

Coach and support initiative-taking behavior of wider Customer Success team to drive customer engagement including sharing of ideas.

Required Skills and Proficiencies:

Prospecting

Teamwork and Collaboration

Planning 

Building lasting relationships.

Critical thinking

Professionalism and strong work ethic

Oral and written communication

Initiative-taker able to motivate others.

Enhance and personalize customer experience.

Emphasis on achieving customer goals.

Ability to manage multiple Projects. 

Attention to Detail