Salary:
Dependent on Experience Location:
Flexible: Reigate or Manchester area Job type:
Full time Working Pattern:
2 days per week onsite | 4.5 day working week (Half day Fridays)
About Us
Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands. Our growth is exponential, with annual revenue of (£)15m+. Our mission is clear, to become the best call-tracking provider in the world. Profile of Role
We are seeking a highly motivated individual to join our Customer Success team as a Customer Success Manager. In this role, you will be responsible for your allocated customer book, managing renewals and commercial conversations with customers across different sectors ranging from SMB to large volume agencies. You will be the voice of the customer and provide continual feedback to our product and development teams. About You
The ideal candidate will be self-motivated and bring a high level of energy to the team. You will need to think outside the box and actively contribute to improve our customers' experience and ensure customers are adopting the solution. You will be someone who is willing to go the extra mile and be able to spot customer needs and opportunities. Key Responsibilities
Be responsible for the performance (retention) of your allocated customer book, through limiting customer risks/churn and proactively engaging in commercial opportunities to expand Infinity products/services. Monitor the health of your customer book through tactics such as reviewing levels of customer engagement and risk scoring. Deliver the service offer to customers such as touch-in calls, account and audit reviews, and create account & success plans for higher value customers. Have commercial responsibility for customers that you engage with e.g. pricing, packages, renewals, cross/upsells etc. Help onboard new customers and realise value as quickly and effortlessly as possible. Maintain an advanced level of knowledge and understanding of the Infinity platform and services offered. Nurture customer advocacy in collaboration with the marketing team to produce case studies, testimonials, award entries etc. Support or lead internal tasks and projects including timely production of reports and forecasts as required. Be the voice and customer advocate across the business, working closely with Product, Marketing, Sales and CX teams. Maintain an ethos of continual improvement to maximise operational efficiencies. Key Skills & Behaviours
2+ years of experience in a B2B software account management or customer success role. Proven experience effectively managing a large book of SME & Enterprise customers. Good presenter & communicator, able to structure and deliver presentations. Time management and prioritisation skills linked to ‘work ethic’. Knowledge of standard desktop software applications e.g. Excel, Word, Outlook. Excellent communication skills including telephone manner and strong written and oral communication skills. Strong experience and understanding of online marketing. A valued team member who upholds Infinity values and professional integrity. Ability to use own initiative and think ‘outside the box’. Customer-focused individual who is self-motivated. Ability to build strong trusted relationships at any level of seniority. Strives to continuously raise standards. Self-starter mentality who controls their own destiny. Beneficial but Not Essential
Experience in using Salesforce. Experience of call tracking systems. Experience of SaaS business. Experience of contact centre environments. Second language, ideally German, French or Italian. At Infinity, our aim is to be the best call tracking provider in the world and to create an environment where you can bring your best self every day! We're an equal opportunities employer. Our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application. We welcome candidates who may not meet all the requirements listed in our vacancies, as we value team fit as much as technical fit.
#J-18808-Ljbffr
Dependent on Experience Location:
Flexible: Reigate or Manchester area Job type:
Full time Working Pattern:
2 days per week onsite | 4.5 day working week (Half day Fridays)
About Us
Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands. Our growth is exponential, with annual revenue of (£)15m+. Our mission is clear, to become the best call-tracking provider in the world. Profile of Role
We are seeking a highly motivated individual to join our Customer Success team as a Customer Success Manager. In this role, you will be responsible for your allocated customer book, managing renewals and commercial conversations with customers across different sectors ranging from SMB to large volume agencies. You will be the voice of the customer and provide continual feedback to our product and development teams. About You
The ideal candidate will be self-motivated and bring a high level of energy to the team. You will need to think outside the box and actively contribute to improve our customers' experience and ensure customers are adopting the solution. You will be someone who is willing to go the extra mile and be able to spot customer needs and opportunities. Key Responsibilities
Be responsible for the performance (retention) of your allocated customer book, through limiting customer risks/churn and proactively engaging in commercial opportunities to expand Infinity products/services. Monitor the health of your customer book through tactics such as reviewing levels of customer engagement and risk scoring. Deliver the service offer to customers such as touch-in calls, account and audit reviews, and create account & success plans for higher value customers. Have commercial responsibility for customers that you engage with e.g. pricing, packages, renewals, cross/upsells etc. Help onboard new customers and realise value as quickly and effortlessly as possible. Maintain an advanced level of knowledge and understanding of the Infinity platform and services offered. Nurture customer advocacy in collaboration with the marketing team to produce case studies, testimonials, award entries etc. Support or lead internal tasks and projects including timely production of reports and forecasts as required. Be the voice and customer advocate across the business, working closely with Product, Marketing, Sales and CX teams. Maintain an ethos of continual improvement to maximise operational efficiencies. Key Skills & Behaviours
2+ years of experience in a B2B software account management or customer success role. Proven experience effectively managing a large book of SME & Enterprise customers. Good presenter & communicator, able to structure and deliver presentations. Time management and prioritisation skills linked to ‘work ethic’. Knowledge of standard desktop software applications e.g. Excel, Word, Outlook. Excellent communication skills including telephone manner and strong written and oral communication skills. Strong experience and understanding of online marketing. A valued team member who upholds Infinity values and professional integrity. Ability to use own initiative and think ‘outside the box’. Customer-focused individual who is self-motivated. Ability to build strong trusted relationships at any level of seniority. Strives to continuously raise standards. Self-starter mentality who controls their own destiny. Beneficial but Not Essential
Experience in using Salesforce. Experience of call tracking systems. Experience of SaaS business. Experience of contact centre environments. Second language, ideally German, French or Italian. At Infinity, our aim is to be the best call tracking provider in the world and to create an environment where you can bring your best self every day! We're an equal opportunities employer. Our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application. We welcome candidates who may not meet all the requirements listed in our vacancies, as we value team fit as much as technical fit.
#J-18808-Ljbffr
