Customer Success Manager - UK

CST · Reading, Berkshire
Department CST
Employment Type Full time
Minimum Experience Experienced

What's happening? 


Pexip is growing and now looking for a Customer Success Manager in UK who can own the entire post-sales success process to grow the business.

The Customer Success Manager will proactively onboard, train, and manage our customer deployments. They will serve as the customer advocate, focused on driving customer satisfaction, preventing churn, and promoting additional products and services. The role will be responsible for the team’s individual contributions as well as driving results for their team KPI’s.

The Manager will report directly to the Director of Customer Success and will report up daily/weekly/monthly results as necessary. This individual will also help scope and develop process changes, targeted marketing campaigns, and documentation focused on customer education, usage, and adoption.


What's the opportunity? 

If you enjoy helping customers achieve more. If you enjoy the intricacies of various communication protocols, problem solving, and can communicate your processes to others so they get as much of a kick out of it as you, then this is the job for you! 

Pexip is extremely proud of its customer satisfaction ratings and is seeking similarly enthusiastic practitioners to maintain this quality. We believe in enabling people rather than managing them. Working closely with Sales, Sales Engineering, Channel Sales, Operations and Marketing teams, the Customer Success team is at the forefront to ensure customers enjoy their journey. 

The Customer Success Manager role is based out of our offices in Reading, Berkshire, UK.


Role and Responsibilities 

Some of the responsibilities for the position include: 

  • Focus on customer satisfaction, service, and retention. 
  • Serve as the customer's primary voice/advocate back into Pexip, including development, leadership, sales, and operations teams. 
  • Drive towards monthly/quarterly Key Success Metrics, including onboarding, usage and adoption, renewal rates, customer contact, and more.
  • Help drive penetration of the Pexip product offerings into the customer base to cement long-term value.
  • Promote current offers to customer base to increase revenue and profitability generation.
  • Assist with renewals process through developing relationships with our customer base through our partner community.
  • Cross-departmental management of customer issues, including billing issues, support issues, etc.
  • Documentation of customer information into our Salesforce database, including forecast of any renewal opportunities. 
  • Work with finance, sales and operations to complete renewal and restructure contracts. Coordination and communication of daily and weekly reporting to management.
  • Work with marketing and R&D to ensure customer feedback on features is being communicated and prioritised.
  • Capable of evaluating multiple different resolution paths and evaluating best possible outcomes independently and with customer service owners. 
  • Able to communicate technical concepts to non-technical people to help demonstrate value and possibly pivot/position products to solve real business challenges.  
  • Able to effectively prioritise cases based on urgency, impact, and customer need.
  • Conduct and maintain competitive research and knowledge around the Unified Communications and Collaboration market. 
  • Identify and recommend possible optimisation tasks to customers. 
  • Communicate and work closely with the sales team related to ongoing events with customer situations. 


Required qualifications 

  • Bachelor's degree required or experience commensurate with the same.
  • 3+ years relevant experience in customer satisfaction/technical sales role.
  • Has a passion for customer interaction, training, and driving adoption of technology focused on solving communication challenges. 
  • Understanding of the industry, including organisations such as Microsoft, Google, Cisco, Avaya, Polycom, Zoom, Verizon, and other related partners/competitors in the visual collaboration landscape.
  • Strong communicator; proven track record in customer service role. 
  • Must be comfortable in a dynamic atmosphere of a technical organisation with a rapidly expanding customer base. 
  • Ability to rely on experience and sound judgement to plan and accomplish goals. 
  • Ability to juggle a variety of tasks, and be comfortable working independently with remote support. 
  • Display extremely strong analytical, verbal, and written communication skills. 
  • Possess strong presentation skills.
  • Be fluent in English. 


About Pexip

Pexip provides a unique approach to video communication on any device and across traditionally incompatible technologies such as traditional video conferencing, Microsoft Skype for Business, WebRTC in-browser video, and mobile. Pexip software is used by organizations to overcome B2B video communications and collaboration challenges or to build new innovative ways of B2C video communications channels. The Pexip solution integrates natively with multiple technology platforms and is a part of an organization’s strategic IT solution. Pexip customers exist across all industries including within financial services, healthcare, government, manufacturing, legal services, education, pharmaceutical, and countless others.

 

The Pexip culture builds on a strong foundation of solid values. We are passionate and love what we do. We believe in the power of video communication, and together we work to enable people to communicate better and more efficiently. At Pexip, work is not a place, but a part of your life, and something you enjoy to the fullest. Every day, we are committed to making work simpler, more productive, and more efficient for all our customers. We want to make a lasting change.

 

Pexip has HQ in Oslo, Norway, main offices in London, UK, Stockholm, Sweden, New York and Herndon, US and Sydney, Australia, as well as sales offices across the globe.

 

Pexip is an equal opportunity employer and evaluates applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability, or veteran status. We celebrate diversity and are committed in creating an inclusive environment for all employees. Diversity and culture are what make Pexip so unique! 

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  • Location
    Reading, Berkshire
  • Department
    CST
  • Employment Type
    Full time
  • Minimum Experience
    Experienced