Senior Customer Success Manager
MOST is a rapidly growing payment technology solutions company at the intersection of fintech and travel retail. With offices in Dallas-Fort Worth, Chicago, and Dublin, MOST serves customers operating in fluid retail environments worldwide. With an agile team and advanced technology, MOST offers a modular suite of products and services for the mobility sector, including software retail platforms, a secure payment gateway, adaptive mobile payment peripherals, and intelligent recommendation tools to the market.
The Opportunity
As we ramp up our global business, we are looking for a talented Senior Customer Success Manager to help us further develop and build out our Customer Success function. Reporting to the Customer Experience Director who has overarching responsibility for Customer Success and Product functions, the successful role holder will:
1. Partner with our Commercial and Onboarding teams to ensure that the entire client journey from onboarding to delivery to renewals and expansion is positive, efficient, and optimized for the success of our clients.
2. Develop and maintain strong relationships with clients through regular meetings to understand their needs and objectives.
3. Provide onsite and/or virtual training to customers as part of the onboarding process of new features and functionality.
4. Address escalated customer issues with speed and urgency, orchestrating resources across the organization as appropriate.
5. Collaborate with other internal teams (in particular Product and Technology) to convey customer feedback and identify solutions. Help to ensure that the voice of the customer is represented in key strategic decisions.
6. Create and manage requirements as part of the Software Development Lifecycle (SDLC), to ensure that the Technology team understands the ‘Why’ behind a requirement.
7. Track and report critical client success KPIs and SLA achievement.
8. Partner with our Commercial team to drive renewals and expansion opportunities by gaining a deep understanding of the client landscape, and by identifying how and where additional value can be realized with existing customers.
9. Drive growth through upsells and renewals from the existing client base.
10. Assist the Customer Experience Director to implement systems and processes to support our ambitious revenue goals.
11. Willing and able to travel internationally up to 25% if needed.
About you
You will demonstrate strong executive presence and strategy as you work hands-on with our valued customers. You have strong leadership and management skills which you use to motivate and grow a client-focused team. You have a deep knowledge and understanding of customer success and sales processes.
Required skills and experience
1. A minimum of five years’ experience in a customer success function is mandatory, ideally as a Customer Success Manager.
2. Previous experience growing revenues through upsells and renewals in a SaaS company is an advantage.
3. Previous experience gained in a fintech company, or working with aviation clients, would be an advantage.
4. Proven experience in solving problems with delivered solutions.
5. Proven experience in a senior customer-facing role with exposure to Corporate customers.
6. In-depth knowledge of the Product Management role within the SDLC, especially within Agile methodologies.
7. Previous experience with tools such as Jira and Confluence is an advantage.
8. Excellent verbal and written communication skills.
9. Excellent planning and time management skills.
10. Ability to prioritize effectively and manage a workload in a fast-paced, changeable environment where the ability to respond to evolving business priorities is key.
11. Bachelor’s degree or equivalent.
12. Proactive, self-starter with the ability to stay self-motivated and deliver on task.
What do we offer?
* Flexible hybrid in-office and remote culture with offices in the greater Dublin area.
* Generous annual leave of 25 days per annum, with additional parental/family leave.
* Health insurance for you and your dependents.
* Company pension scheme.
* Tuition support scheme.
* Robust Employee Assistance Programme (for you and your loved ones).
MOST is proud to be an equal opportunity employer. We value individuals for their unique experiences, talents, and contributions they can bring when working together as a team. We do not discriminate on the basis of race, religion, colour, religion or belief, nationality, social or ethnic origin, age, gender, sexual orientation, or any other status protected by the laws and regulations in the geographic locations in which we operate.
Our Global Candidate Data Privacy policy is available here.
We do not require the assistance of agencies at this time.
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