Customer Success Manager

Customer Success London, United Kingdom


Description

About Us:

Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.

Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values are what drive and unite us across the globe.

 About the Role:

As the Account Owner and the customer’s central point of contact, the Customer Success Manager drives adoption and transformation to ensure that the customer is set up for success.

You will thrive on working in a fast-paced, exciting environment, where ensuring our customers realize their business and marketing transformation. With strong problem-solving skills and organizational awareness, you are capable of intervening where needed to ensure that any roadblocks to customer success are removed as efficiently as possible. This is a key, customer-facing role within Customer Success and requires a dedicated professional with an exceptional ability to manage customer relationships and their delivery partners.

Sitecore is experiencing spectacular growth all over the world. To build on Sitecore’s success and growth, we are looking for a skilled Customer Success Manager

What You’ll Do:

  • Build deep relationship with all the assigned customers
  • Assist clients to expand their usage and adoption of Sitecore Digital Experience Platform.
  • Coordinate with customer support to ensure timely closure of quality issues. Understand & address customer requests, escalating important issues when needed.
  • Develop Customer Success Plans
  • Keep regular meetings with key stakeholders & running Business Reviews. Provide status updates for all outstanding issues, manage customer expectations, keeping clients satisfied and expectations realistic.
  • Working closely with the Customer’s partner & with other team members (Technical and marketing consulting/Sales Executives/Product engineering/Customer support) to be sure mutual objectives are met in support of client satisfaction.
  • Identifying Sitecore advocates and supporting sales to grow the account (up/cross selling)
  • Track NPS and make sure customers feedback are actioned

 

What You Need to Succeed 

  • Passion for digital marketing and Customer success
  • Strong and proven track record of successfully managing customer relationships and technical projects
  • Excellent work ethic and leadership skills
  • Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Curious, self-starter and not afraid to tackle issues
  • Demonstrated ability to adapt and deal with change and excel in high-stress situations

 

Additional Skills That Could Set You Apart:

  • Additional languages are a plus
  • Knowledge of Gainsight and SFDC
  • Knowledge of CMS, DAM, e-commerce platforms, SaaS, API based products

 

Why you should click ‘Apply’:

  • Sales and Customer Success are the key to our success! We are tapping into an exciting $30B market opportunity that is still very much in its infancy and feel. It’s never been a better time to join Sitecore as we look to grow by 30% YoY. Growth for us means growth for you and your career.
  • Great team and company culture! You can find out more about our company culture in the Sales and Customer Success team and our commitment to creating a diverse and inclusive workplace, on our YouTube Channel. Thanks to the work of every employee globally, Sitecore has been recognized for award-winning Culture by Comparably.

 

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.

How we hire

At Sitecore, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high-impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.

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