We are looking for a Customer Success Manager to join a growing, Customer Success team in London.
As a Customer Success Manager, you will be working with customers at all stages of their lifecycle from implementation through go-live as they deploy and adopt the Sitetracker platform.
As the main point of contact, you will look to drive value for our customers and demonstrate Sitetracker’s value by identifying business objectives and aligning Sitetracker’s capabilities with your customer’s goals and objects.
Working closely with all teams across Sitetracker, you will own customer onboarding, user adoption, customer advocacy and retention to drive the success of our customers with the Sitetracker platform.
The Skill Set :
Demonstrated experience working with enterprise accounts.
History of Working closely with individuals at all levels within a customer environment
Identify, deliver and demonstrate a solution’s value to a customer
Ability to create and deliver a high-touch communication plan
Show a technical aptitude and understanding of a deployed solution
Be a self-starter and show willing to pursue personal development
Demonstrate passion and enthusiasm for customer success
Language skills are welcomed
Within 60 Days You'll :
Work with cross-functional teams to learn the Sitetracker product and its capabilities.
Undertake internal certifications to accelerate your product knowledge and onboarding.
Work closely with customer success, and other teams, to establish yourself internally.
Meet with customers within your territory.
Become the main point of contact for your customers.
Within 180 Days You'll :
Establish cadence and regular interaction with your customer base.
Be a trusted advisor and advocate for your customer.
Partner with your customer to develop a blueprint for success.
Understand the customer’s business goals and objectives.
Identify (potentially) new KPIs for the customer.
Align your customer goals with Sitetracker functionality.
Create an action plan on how to deliver against goals, KPIs and functionality.
Identify additional revenue-generating opportunities.
Be able to articulate the value of Sitetracker
Ensure you have referenceable customers to support a wider EMEA sales effort
Be a strong contributor (internally) and identify opportunities for process improvement.
Continue to develop your own Sitetracker product knowledge.
Within 365 Days You'll :
Continuously act as a trusted advisor to the customer, and develop high-level relationships with stakeholders and project sponsors.
Continue to develop a strategic account plan for your customers to support product expansion and ensure customer retention.
Engage with Sitetracker Product & Engineering to support and communicate customer requests around product roadmaps, customisations, or enhanced product functionality.
Establish yourself as an integral part of the EMEA customer success team.
Lead by example and welcome new CSMs as they join the EMEA team.
Sitetracker was founded seven years ago with the singular focus of solving a problem that was first recognized within the telecommunications industry;
how to effectively manage the volume, variety, and velocity of critical infrastructure projects needed to meet the demand of expanding wireless and cellular service.
That problem has become even more pronounced due to the eventual explosion of 5G. Being able to effectively deploy infrastructure is going to be the differentiator between leading telecommunication providers.
However, over the years, we realized that this challenge isn’t localized to telecommunications it’s pervasive nearly everywhere and has reached an inflection point.
Utilities (such as gas and electric services), smart cities, and alternative energy all face similar challenges. Sitetracker is the only full-lifecycle project management platform suited to support these companies and address these challenges.
We are exceptionally proud of the company we’ve built (we were recently recognized as the #2 place to work in San Francisco , as well as one of the top places to work in the entire United States).
Our people are extraordinary and we’re continuing to invest in our people-first culture.
How did you hear about this job?
Yes, Sitetracker can contact me about future job opportunities for up to 1 year.