Customer Success Executive - UK

Sales Marketing Partner OperationsCustomer Success London, United Kingdom


Description

MetricStream is world’s No. 1 independent GRC SaaS platform simplifying Governance, Risk, and Compliance (GRC) for modern and digital enterprises, and empowering enterprises and organizations worldwide to perform with integrity. Our market-leading enterprise and cloud Apps for GRC enable organizations to strengthen risk management, regulatory compliance, vendor governance, and quality management while driving business performance.


We are seeking a Customer Success Executive who will be a critical point of contact for our customers and oversee a portfolio of accounts whose diversity requires collaboration across the company to meet our customer requirements. MetricStream’s portfolio of existing customers represents a strong revenue stream that should be maintained and expanded. In this role, you will be responsible to move the customer lifecycle from retention to adoption to delight and expansion. 

Responsibilities:

  • Demonstrate domain expertise and act as a thought leader to drive customer decisions that result in the desired business outcomes and business value realization.
  • Oversee the customer across their life cycle with MetricStream and leverage best practices, programs and resources to drive customer experience at MetricStream.
  • Ensure successful customer onboarding, leveraging company resources, programs and events.
  • Understand customer landscape, build account plan and execute accordingly, including building executive relationships, ensuring stakeholders alignment, driving workshops, training and remediation activities, to drive customer and MetricStream outcomes.
  • Monitor appropriate customer KRI and KPI metrics, and the health of customer applications. Work with key internal and external stakeholders e.g. professional services and partners, to improve customer outcomes.
  • Develop and execute renewal strategy, including alignment of renewal dates and contract terms consistent with MetricStream objectives.
  • Work collaboratively with the sales team to identify opportunities, build pipeline and drive incremental ACV opportunities.
  • Work with client to ensure financial obligations are understood and invoices are paid per contract commitments. 
  • Actively participate in customer health status call out meetings to understand KRIs as reported by account managers.
  • Monitor usage statistics, implementation activities, and ticket activity to understand any problems that may arise.
  • Develop and lead activities to improve customer health and drive additional ACV.
  • Develop and update customer account plans that include opportunities for upgrades and expansion.
  • Conduct Customer QBRs and regularly schedule updates.
  • Establish and execute C-Suite business reviews.

Job Requirements & Skills:  

  • Deep understanding of the GRC domain, applications and related use cases, preferably in financial services;
  • Strong empathy for customers AND passion for revenue and growth;
  • Ability to accurately assess account health, diagnose client issues and build client-focused solutions to drive adoption and expansion;
  • Ability to manage and influence through relationships, persuasion, negotiation, and consensus building
  • Ability to communicate, present and influence key stakeholders at all levels of an organization, including C-level, executive, operational and technical;
  • Demonstrated desire for continuous learning and improvement;
  • Analytical and process-oriented mindset;
  • Self-starter/high performing;
  • 10+ years of relevant professional experience including sales, client management, or driving client initiatives as evidenced by customer growth and revenue;
  • Relevant Bachelor’s degree; preference for computer science or related degree;