Customer Success Manager
1 day ago
Join our dynamic Customer team, as we manage the overall engagement with given customers, delivering the Datalex Digital Commerce Platform and Products with a view to ensuring optimum customer success. The Customer Success Manager will join a product centric team, where you get to roll up your sleeves, learn as-you-go and take active ownership at each step in the customer ownership cycle. A headline candidate would be a highly trusted advisor, savvy relationship manager and influential team champion, rolled into one. Acute customer focus, sound judgement and a high degree of creativity are paramount to this role.
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The Role
The Customer Success Manager will lead and manage the overall engagement process with the customer. The manager will own the overall health of the Customer/Datalex relationship, with an emphasis on satisfying the needs expressed by the customer’s business strategy team. As a trusted advisor, you will provide both internal and external thought leadership, ensuring the Datalex team is engaged. In addition, the ideal candidate will be required to analyse, articulate and communicate the customer long-term strategy within Datalex and how we will achieve strategy objectives for the client, while simultaneously creating passion, ownership & accountability within the team for the customer’s success. The Customer Success Manager will be responsible for creating and updating the Customer Account Plan to manage the overall health and success of the Customer.
Key Responsibilities:
Profitability
1. Revenue: manages all revenue drivers, current and future, to budget and to plan.
2. Positions/sells new capabilities to drive additional and incremental revenues, focusing on existing product capabilities.
3. Delivers transactional volumes to plan. Accountable and measured monthly on agreed volumes.
4. Ensures commercial cover for planned deliverables is in place at least 90+ days ahead.
5. Ensures business cases meet agreed margin against all KPIs.
6. Prepares customer budget annually while tracking/reporting on the budget monthly. Accountable for agreed set of KPIs.
Customer Solution
1. Takes overall responsibility for final decisions relating to scope management, solution enablement & planning.
2. Manages, through the team, the optimization of the customer solution production performance with an emphasis on quality & revenue.
3. Ensures compliance with Datalex principles and processes.
4. Responsible for the customer delivery program to ensure its success by coordinating teams, resources, and activities and providing clear direction and guidance within Datalex and with the customer.
Customer Success
1. Maintains a deep understanding of the customer’s long-term strategy and the role of Datalex in helping to achieve it.
2. Create and manage a Customer Account Plan to ensure optimum success with your assigned customers.
3. Can report on and describe the customers performance and competitive positioning, using publicly available material such as customer annual reports/quarterly market updates as well as applying a layer of analysis based on direct interaction with the customer.
4. Exceeds the customers’ expectations in terms of the Datalex role in delivering business value (as measured by customer satisfaction and contract renewal).
5. Measures and reports on the customer’s health. Ensures factors for success are identified and tracked with key stakeholders in the business. The CSM will be accountable for managing the overall health and relationship.
6. Proactively identifies challenges and considers with the team interim and longer-term solutions with a view to communicating these appropriately to a wider group for action.
7. Collaborates with the executive sponsor to achieve maximum customer success.
8. Has a thorough understanding of the customer contract and ensures complete compliance with it.
Lead the Customer Team
1. Provides strong and focused leadership of the customer team including developmental support for all team members.
2. Manages people to be their best and provides timely and constructive performance feedback, in line with company HR policies.
3. Represents the Customer Team as required and is the voice of the customer within Datalex.
Proven Competencies & Skills:
1. Ability to own and manage to plan a customer P&L.
2. A proven track record of empathy for customers ensuring the customer achieves the objectives they set out in relation to their collaboration with Datalex.
3. Experience in understanding customer strategies & goals, proactively gathering information to learn their needs and identify their expectations.
4. Competent in presenting and communicating to C-level Executives.
5. Experience in implementing successful Customer Account Plans.
6. Understanding of the airline sector, challenges and opportunities.
7. A passionate interest in the customers success coupled with a can-do attitude.
8. An enthusiastic and creative leadership style and the ability to inspire others in the team.
9. Ability to hold people accountable for meeting commitments and achieving results.
10. Mature leadership style to deal effectively with, and gain support from people, even in difficult situations. Focus on success and shared credit across the team.
11. Commercial acumen and a deep understanding of value drivers in recurring revenue business models.
12. Demonstrated ability to influence through persuasion, negotiation, and consensus building.
13. An excellent proven track record of dealing with and influencing senior leaders (both internally & externally) with the customer and with other stakeholders.
About Datalex
Datalex's purpose is to transform airline retail. Datalex is a market leader in airline retail technology, offering unique products that enable airlines to drive revenue and profit as digital retailers. Datalex has a strong track record of delivering digital retail transformation for progressive airline brands worldwide, including Aer Lingus, easyJet, JetBlue Airways, Air China, Edelweiss, Air Transat, and Air Macau. The Group is headquartered in Dublin, Ireland, and maintains offices across Europe, the USA and China. In 2024, Datalex was awarded the 'Great Place to Work and 'Best Workplaces in Tech' certifications. Datalex plc is a publicly listed company, on Euronext Growth, Dublin. Learn more at www.datalex.com or follow on LinkedIn @Datalex.
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