Mid-Market Customer Success Manager
3 weeks ago
Position Summary:
Reporting to the Manager, Customer Success, the Mid-Market Customer Success Manager is responsible for maintaining and growing your customer's health and revenue by aligning customer needs, product capabilities, and use cases. You'll be relied upon for your entrepreneurial nature, technical aptitude, collaborative style and ability to engage with high-profile customers in the Payments, Marketplace, Online Trading, Banking and Wealth Management verticals.
Primary Duties and Responsibilities:
Create and build strategic relationships with the most innovative companies across EMEA to drive revenue growth and increase customer loyalty and product adoption Consistently communicate with decision-makers to understand their identity verification needs and business requirements Manage multiple stakeholders and business units within the same organization, with potentially different use cases for each Analyze and improve product performance metrics and technical optimization opportunities within the services platform Navigate and negotiate contract changes, amendments and add ons Maintain communication and coordination with Sales, Marketing, Support, Product and executive team members to be the voice of the customer and drive our product roadmap in line with customer requirements Perform product demos as required Maintain up-to-date records in Salesforce and Catalyst Manage multiple stakeholders (internal and external) while easily pivoting from a c-suite to a technical contact Ability to work within a hybrid work environment with a minimum of three days in office in Dublin city centreKey/Technical Skills:
Strong business, operational and technical aptitude with a proven ability to quickly learn new technologies and transactional business models Familiarity with managing large-scale clients in a SaaS or similar product environment Experience driving product adoption and growth while working to mitigate churn Experience analyzing data sets in Excel or Business Intelligence tools and presenting those findings to customers Proficiency with CRM tools, ticketing platforms, and product management tools. Salesforce experience would be considered an asset Excellent presentation skills for both external and internal audiences Ability to own and execute defined customer touchpoints throughout the customer lifecycle such as the QBREducation and Experience:
A post-secondary degree or combination of desired experience and education 3+ years of previous experience in a B2B software customer success management or customer success role, and within the tech industry Proven success selling and/or supporting complex SaaS solutions preferably within security and compliance across the financial services, fintech, e-commerce and technology industries Experience managing 25+ customers with revenues up to 6-figures and demonstrated ability to accurately forecast revenue in a transactional environment Exceptional verbal and written communication skills to successfully articulate technical product specifications and product value propositions Self-motivated, confident, competitive, detailed-oriented, and big appetite for high achievement Proven ability to develop strategic relationships by becoming a trusted advisor with each customer through focusing on customer outcomes and driving business value from software. Experience with financial, compliance and/or regulatory industriesThriving at Trulioo
At Trulioo, you're not just an employee. You're a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future.
We're on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn't just a journey but also a boundless exploration into the possibilities of technology and digital identity verification.
If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.
Trulioo welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.
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