Customer Success Manager

Company Description
**Location: Anywhere (the team operates remotely)**

We are actively recruiting to fill a temporary position due to maternity leave, with potential for longer term placement

The Unit4 Customer Success Management function is driving scale to maintain delivery of an appropriate experience across our existing customer base who are adopting Unit4 software (on-prem, cloud and hybrid solutions). You will be part of a global Customer Success function that operates across UK & Ireland, Continental Europe, North America, Nordics and Asia Pacific regions

Job Description

We’re looking for Customer Success Manager to work in a low-touch capacity within an assigned regional segment, supporting circa. 400 customers on average per CSM. This role will operate remotely (with potential to visit local Unit4 offices if preferred) and is expected to engage with customers in both English as standard but also local language where possible.

**You'd be undertaking the following activities**:

- Manage the customer journey and customer experience across a defined segment of customers within an assigned region (circa 400 customers). Tasks will include but are not limited to:

- Stakeholder identification & validation
- Performing semi-automated, scheduled outreaches (touchpoints) in relation to the customer lifecycle
- Performing ad-hoc outreaches to targeted customers in relation to the needs of the business
- Closing the loop and root cause analysis on survey responses (NPS)
- Sourcing and nurturing reference customers
- Driving actions arising from renewal health motions
- Identifying opportunities for up-sell (package uplift)
- Utilize and leverage information from our Customer360 to proactively identify risks and opportunities
- Align and work with internal functions and regional counterparts to ensure appropriate action is taken in relation to customer needs
- Ensure accuracy and transparency of customer information across systems (Gainsight, MS Dynamics)
- Work with the Operations and Regional CSM teams to drive proactivity through the identification of information/process gaps to support the scale strategy

Qualifications
- You’re bought into the Customer Success philosophy and understand what we’re here to do
- Working across a high-volume customer base is familiar to you
- You’re a keen relationship builder who can articulate themselves clearly and with empathy, both conversationally and in written form
- You work well both within a team setting and autonomously to build strong internal networks
- You’re highly organized, results driven and have a can-do attitude
- You pay significant attention to detail across 100% of your outputs to build and maintain trust
- You show resilience in working across functional and organizational boundaries from a global, regional and industry perspective
- You're familiar with CRM or Customer Success Management practices and tools (such as Gainsight, MS Dynamics...) and understand the importance of keeping our sources of truth intact
- Experience with ERP for finance or human resources areas is a plus
- Multiple languages are a strong plus

Additional Information

If you like the idea of flexible working, unlimited holidays and collaborating with great people then check out more about what we do and what we stand for at Unit4