Customer Success Manager

8 hours ago

Ireland Allergy Standards Limited Full time

This is an exciting opportunity to join a scaling company and a growing team in Allergy Standards Ltd. (ASL).

We are looking for a dedicated and experienced Customer Success Manager to successfully manage, develop, and activate relationships with current and new customers, ensure customer retention and new customer growth, and act as atrusted advocate for our customers.

This role is best suited to someone who has experience delivering intangible products and services, and is comfortable communicating this value proposition to customers in a meaningful way. You will play a key role in collaboratively scaling our business, and achieving revenue goals through strong sales acumen and building quality relationships.

If this sounds like you, we want to hear from you.

What you can expect: Your Key Responsibilities:
  • Act as a consistent and supportive point of contact for our customers
  • Work with our customers, and also the ASL team and related stakeholders, to expand our certification program, educational, and consultancy services
  • Coordinate and implement existing customer success strategy, grow future strategy, and contribute to the strategy of an dynamic growing company
  • Work directly with customers to effectively ascertain and respond to their needs and plans, both declared and undeclared
  • Work as the trusted advocate to support customers to effectively drive brand utilisation
  • Work collaboratively with the ASL team internally towards overall customer success strategy and delivery
  • Our clients are in a variety of industries, so you will be responsible for communicating to an array of clientele, including textiles, building products, cleaning products, and manufacturers of electrical appliances
  • Build and maintain effective relationships with key executive-level decision-makers at key customer accounts
  • Deliver revenue retention and renewal, working with key stakeholders to communicate, build, and translate the value of what we offer
  • Identify and negotiate upsell opportunities
  • Joyously and enthusiastically on-board new customers, ensuring there is a clear on-boarding plan including a welcome pack
  • Manage and run customer success meetings, ensuring there is a clear agenda, briefing material, and slides as required for every meeting, communicated ahead of time, with consistent follow up on actions
  • Track meetings, actions, and meeting notes on our CRM system, ensuring there is no white space as part of vital information management
  • Update, develop, and maintain customer accounts and account plans on CRM
  • Drive each part of our flywheel that you influence, such as late stage closing, launching, engagement, and renewal
  • Work meticulously and collaboratively with customers to ensure their successful adoption of and ongoing commitment to our program and client success playbook
  • Working with customers continuously to ensure they are fully embedded in the program and client success playbook
  • Develop a trusted advisory relationship with accounts, customer stakeholders and internal partners
  • Work with our clients to build their engagement with our services, and identify growth opportunities within their organisations that lead to increasing their return on investment
  • Support promotional and marketing initiatives, as well as cross collaborations between clients, working closely with our PR, Sales, Science, and Demand Generation Teams
  • Serve as the voice of your customers by identifying key trends and needs and actioning them with our team
  • Proactively secure client renewals by laying a strong foundation, exceeding client expectations.
  • Identify upsell and cross-sell opportunities within existing accounts as well as new accounts, resulting in revenue growth.
  • Regularly host in-person and virtual client information sessions and workshops to expand ASL awareness, increase engagement and utilisation
  • Support ongoing Business Development Team efforts within new and existing accounts
  • Travel to meet customers as required
What we expect:
  • Proven track record of self-motivation, self-initiative, and the ability to work to KPIs, deadlines, and targets
  • Proven capability of working collaboratively with multiple decision makers and stakeholders, both internally and externally
  • Strong systems and software skills, and an enthusiasm to learn new systems
  • A team player, with a track record of completing projects, processes, and tasksto a high standard of completion
  • You will bring positive energy into the company, and form professional relationships with our team, and our wide network of industry experts
  • Excellent communication and presentation skills, particularly in writing for a general audience, as well as presenting on virtual meetings, at conferences, and webinars
  • Experience negotiating contracts and commercial details
  • You will have an analytical mind, with strong problem-solving skills
  • You will meticulously apply competent, consistent, and tidy process management
What we require:
  • Bachelor’s degree or equivalent experience in Business, Customer Success, or other relevant field
  • 3-4+ years’ of relevant work experience, ideally a combination of sales, marketing, and customer success
  • Experience working in a B2B culture with companies with revenues >$10 million
  • Must be willing to travel, up to and approx. twice per quarter as needed
  • Proven ability to work with targets, frameworks, and measures such as CSAT scores, surveys, portal statistics, brand usage and correctness grid, asset approvals, happiness index, client testimonials, and case studies
  • You will have a growth mindset, and will contribute effectively to a climate in which people want to do their best, understanding that change and innovation is an on-going process which is an integral part of ASL’s culture.
What You Need To Grow And Succeed
  • You are a passionate, self-motivated, and detail-oriented team player who is committed to the success of our customers
  • You are diligent, with an inmate ability to be a conscientious finisher
  • Good initiative – eager to contribute to an innovative team in a growing company.
  • Autonomous work ethic – happy to set your own goals and be held accountable for them
  • Strong organizational and problem-solving skills.
  • Excellent communication, listening, and understanding skills, and an ability and love of being coached to learn new approaches
  • Excellent ability to influence and partner with various levels of employees, with high integrity
  • High capacity for judgment, strong organizational skills
  • A sense of urgency to move the dial on the areas of work you are responsible for
  • Attention to detail and the ability to effectively handle multiple priorities
  • Attractive salary for the right candidate
  • EAP and Wellbeing Program
  • Paid access to a number of courses in the ASL Academy
  • LinkedIn Sales Navigator training, and access to our CMS provider’s training academy
  • Work in the hub of Grand Canal Quay, with great access to all of the local amenities
  • Gain experience in a scaling company that values digital data driven working solutions
  • Enjoy a variety of office snacks
Location
  • Based in the hub of Grand Canal Quay, Dublin 2
Job Type / Category
  • Full time permanent, based in Dublin City, Ireland.
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