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Senior Customer Success Manager

Ometria

Ometria

Customer Service, Sales & Business Development
London, UK
Posted on Thursday, May 23, 2024

We are in search of an Enterprise Customer Solutions Manager to join our Customer team of strategic retail marketing experts dedicated to empowering our clients to leverage Ometria's Customer Data and Experience Platform for delivering exceptional customer experiences.

You will hold a pivotal role in driving value and success for your clients, reporting directly to the Vice President of Customer Success. Your responsibilities will encompass managing technical projects across a portfolio of our VIP customers. Your primary objective will revolve around nurturing C-Suite technical client relationships, ensuring maximum client satisfaction, and facilitating smooth technical project delivery to drive CRM revenue growth for some of the UK's most innovative retail businesses.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

Key Outcomes:

  • Deliver Customer Retention : You will champion customer retention by proactively identifying and resolving technical challenges that could lead to negative sentiment, ensuring seamless project delivery, mitigating sentiment risks, advocating for clients, and communicating updates on technical integration wins and obstacles.
  • Scope and deliver success technical projects :You'll maximise customer value with Ometria by efficiently addressing needs by scoping and delivering solutions, peer validation, demonstrating platform expertise and tailored communication throughout.
  • Build and maintain client champions : You will strengthen client relationships, align aspirations, enhance visibility, and maintain trust through consistent delivery resulting in positive sentiment.

Key Responsibilities:

  • Data audits: Proactively drive integration and data accuracy success by providing comprehensive integration and data audits to clients, presenting opportunities to improve their tech stack and integrations with Ometria.
  • Pre-emptive remediation : Proactively pre-empt customer escalations and challenges by recognizing signals in sentiment risk and flagging customer challenges to Customer Success for remediation.
  • Assist CS: Work collaboratively with Customer teams by providing insight and support when they have technical questions and readily joining other teams in speaking to their clients when needed.