Manager, Customer Success EMEA

Sales Dublin, Ireland


Description

Glassdoor believes in putting the customer at the center of everything we do. To realize Glassdoor’s vision of helping people everywhere find a job they love, we must help our customers tell their stories in a way that is authentic and compelling. To do so, we must understand our customer, make their journey simple, and provide essential value for them from implementation to renewal.

Customer success is critical to understanding the performance and utilization of our services. We are seeking a leader who will help build, drive, and evolve our customer success function in EMEA, acting as a catalyst to improve the quality of our services and overall customer experience.  As Manager, Customer Success EMEA you will collaborate closely with other customer-facing teams (Implementation, Support, and Operations/Insights – many of whom are located in the US) to combine strategy and execution, ensuring our customers are as successful as possible in using Glassdoor products.

This could be a job you love, if:

You are a natural mentor.  You seriously invest in your team members, and take great pride in coaching and developing individuals and seeing them grow professionally.

You are a relationship-builder.  You find it easy to connect with others and can quickly build trust and rapport.  You have a network of existing professional colleagues who would love to work with you again.

You are passionate about building a world-class Customer Success organization, and are committed to realizing this vision by assessing current US processes, understanding whether they make sense for the EMEA market, implementing process improvements where appropriate, change management and analytics to achieve team and individual goals.

You are an excellent listener and communicator.  You listen intently. Your communications are clear, direct, and thoughtful. You express yourself clearly and concisely in person and in writing.

You are curious and flexible.  You are willing to try something new in order to learn and adapt.  Experiments don’t scare you.

You are a systems thinker.  You think of the customer journey end-to-end, and possess a strong process orientation.

You are savvy.  You understand the drivers behind creating compelling customer experiences and how they drive revenue and serve the business.

As Manager, Customer Success EMEA you will:

  • Lead and develop a team of 3+ CSMs across strategic, enterprise, mid-market, and high-volume programs
  • Develop and evangelize the Customer Success mission on both operational and strategic levels
  • Ensure team processes and procedures are aligned for global and local consistency
  • Attract and recruit top tier talent; manage and develop a high caliber team
  • Set and communicate goals, action plans, and key metrics for CSM/CEM teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey
  • Coach, develop, and drive performance of CSM/CEM people managers and individual CSM/CEMs
  • Build strong internal relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support
  • Ensure Customer feedback is communicated internally to enable ongoing improvement of Glassdoor products and services
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction
  • Understand market trends and keep up-to-date with the latest news and developments impacting our industry

Required Qualifications:

  • 10+ years of progressive customer/account management experience in a customer-facing organization; including in a Customer/Account Manager role, and at least 5+ years in a leadership/management role overseeing customer experience/success team(s) in a B2B environment
  • Demonstrated ability to successfully select, train, coach and develop team members
  • Excellent track record of partnering with a sales function to achieve maximum success
  • Demonstrated track record in implementing programs and process improvements that result in increased renewals and greater customer satisfaction
  • Demonstrated track record of using data analytics to drive increased value for customers and partners
  • Deep understanding of value drivers in recurring revenue business models
  • Successful in engaging cross-functional business and technical teams to provide timely issue resolution
  • Strong empathy for customers, a passion for customer insights and research rooted in placing the customer’s wants and needs first
  • Previous experience leading a successful customer experience/success team in a growth-oriented environment

Preferred Qualifications:

  • Excellent usage of SFDC or other CRM software and belief that all customer interactions should be noted in those CRMS
  • Familiarity with Gainsight or other Customer Success workflow and analytics platforms
  • Prior experience in developing and scaling customer success operations in the European market
  • Working knowledge of SEO or digital marketing a plus
  • End-to-end experience with all aspects of Net Promoter Score metric, calculations and reporting
  • Previous work with performance based campaigns, ad management a plus
  • Multi-lingual a plus

Why Glassdoor?

  • Work with a purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member, all employees receive 3 paid volunteer days per year
  • Income payment protection up to 6 months
  • EAP (Employee Assistance program)
  • Life Assurance x4 times basic pay
  • Mobile Phone expense payment
  • Paid holidays and flexible paid time off
  • Pension / PRSA employee scheme
  • Share Option Scheme
  • Great central location close to public transportation
  • Your choice between Mac or PC