Senior Customer Success Manager (USA)
Ometria, United States
Job Description
Senior Customer Success Manager (USA)
Location: New York
Salary Range: $130,000 - $150,000
Office: One day in the office per week
We are now looking for our first US-based CSM in NYC! We have a team in NYC and would love for you to join them once a week in office. We need someone who loves growing clients, but also loves being a part of the team building the foundation for our success in a new market. This means your days will go between strategic presentations with clients, to adapting our established customer processes for the US market where applicable, to representing Ometria at an event. If you’re looking to get in at the beginning and love the hustle of a start up within a start up then this role is for you!
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.
Your role
Reporting directly to the VP Customer Success in London, UK, you will manage relationships with our US clients and UK clients until we have a full US book of business, and will support the US market by attending marketing events. You will become an expert in retention marketing for ecommerce, able to advise our clients on best practice.
Your responsibilities:
- Managing client accounts - you will build strong relationships with your clients, positioned as their trusted advisor, helping them drive maximum value through our insights and automation. We will expect you to stimulate high NPS scores, and generate upsells and contract renewals.
- Education - you will become an expert in both the Ometria platform and ecommerce marketing strategies. You’ll run customised training sessions and ensure that clients have access to the information and tools needed to generate revenue.
- Data analysis and strategy - you’ll analyse customer data sets to generate insights and performance reports. You will use this information to provide recommendations to clients on how they could better utilise Ometria to increase revenues.
- Stakeholder management - you will work productively with internal teams, continuously providing input to product / engineering / project / support teams on how clients are using the platform, and how we can improve it.
- Leadership
- Longer term, you will help interview, onboard, train, and mentor, new team members as our client base grows.
- You will regularly share knowledge of what is and isn’t working for our clients, as well as the trends seen within the US market. You will suggest initiatives that tackle pain points and promote happiness across the client base.
- You will work with other teams as required, acting as a subject matter expert and inputting into process improvement initiatives.
About you:
- Experienced - you have proven experience managing a B2B client, ideally for a SaaS company.
- Excellent communicator - you can communicate confidently and authoritatively with a wide variety of stakeholders.
- First class customer service skills - you know how to make clients happy, and go out of your way to achieve this.
- Data literate - you are comfortable working with, manipulating and interpreting data sets, and have experience working with tools such as GSheets.
- Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.
- Proactive learner - you have an interest in both technology and ecommerce, and are willing to do what it takes to become an expert in email marketing.
- Strong leadership skills - you know how to train, support, and motivate colleagues, and you know how to put the right tools in place to enable this.
- Focused on improvement - you are passionate about making things work better, and proactively take steps to implement initiatives that will enable the team to be happier and more productive.
- CRM or Email experience (pref