Job Specifications
Senior Customer Success Manager
Location: New York, Hybrid
We're seeking a Senior Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria's Customer Data and Experience Platform to deliver amazing experiences for their customers.
Who are we?
Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.
Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.
Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.
We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.
The role
You'll play a pivotal role in delivering value and success for your clients, reporting directly to the Manager of Customer Success managing a portfolio of our enterprise clients. Your primary focus will be on nurturing C-Suite relationships, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses.
Office Expectations : Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays. Coming into the office is encouraged during onboarding especially for team members to learn from their peers.Onsite client meetings : We do encourage in person customer meetings so time 'in office' or on site with customers is expected and will change from week to week.
What you'll be doing:
Key Outcomes:
Retain your customers, secure their renewal and hit retention targets
Amplify Customer Loyalty: Champion customer retention, ensuring seamless renewals and surpassing retention targets
Master Sentiment Analysis: Identify and neutralize potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships
Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with.
Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimizing retention
Own end to end commercial negotiations
Mastery of Negotiations: Oversee end-to-end commercial negotiations, solidifying prosperous partnerships
Upsell Precision: Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets
Mid-term Upsell Drive: Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals
Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership
Maintain senior stakeholder champions in each of your accounts
Champion Senior Stakeholders: Foster senior-level champions in each account, fortifying engagement and retention strategies
Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavors
Elevate Brand Presence: Actively seek channels to heighten Ometria's visibility within client organizations
Deliver on promise : Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables
Key Responsibilities:
Deliver timely and accurate commercial forecasting - treat Salesforce and internal commercial forecasting tools as a proof point for the impact of Customer Success outcomes and retention driving initiatives. Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment.
Set and deliver on customer expectations - Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans
Pre-empt customer escalations and challenges - identify risk factors ahead of time and handle objections and escalations with finesse. Guide more junior team members on navigating their client accounts effectively based on your experience
Drive Enterprise customer adoption and value with visibility and buy-in from senior decision makers - Become an exp
About the Company
Ometria is the first and only customer data experience platform (CDXP) built for retail brands. We're proud to help brands create marketing experiences their customers love every day.
We believe that retail marketing teams perform best when they're given tools that are made for the job at hand. That's why Ometria is purpose-built with a laser focus on providing the most effective and efficient solution to today's retail challenges.
With Al driven insights, segmentation capabilities, and a centralized dashboard, retail organi...
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