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Customer Success Associate

Ometria

Ometria

Customer Service, Sales & Business Development
London, UK
Posted on Wednesday, June 5, 2024

Join our award-winning team of retail marketing experts and help clients leverage Ometria’s Customer Data and Experience Platform to deliver exceptional customer experiences.

As a Customer Success Associate, you will support Customer Success Managers, focusing on client satisfaction and revenue growth for innovative UK retail businesses. You will report directly to the VP/Director of Customer Success and support the management of a portfolio of key customers.

Office Expectations : Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays. Coming into the office is encouraged during onboarding especially for team members to learn from their peers. Onsite client meetings : We do encourage in person customer meetings so time 'in office' or on site with customers is expected and will change from week to week.

Key Outcomes:

Support customer success retention :

  • You will partner with a team of Customer Success representatives supporting key initiatives that drive value to our customers largely through the execution of a range of critical administrative tasks.
  • Provide weekly client performance and risk insights to Customer Success representatives ahead of their client Success Calls.

Monitor satisfaction and highlight sentiment risk

  • You’ll monitor customer satisfaction by working closely with your team and support on account specific strategic initiatives to mitigate sentiment risk across your assigned customers. You’ll ensure sentiment and contact statuses are reflected in Salesforce.
  • You’ll support timely renewal documentation ensuring the CS representative is armed with accurate customer facing outreach ahead of contractual engagements.

Support customer commercial forecasting

  • You’ll ensure timely and accurate commercial forecasting is updated by reviewing weekly updates made by the team to ensure customer health and activity records support commercial opportunity updates.
  • You’ll highlight weekly forecasting updates directly with your assigned CS representatives and CS leadership.

Key Responsibilities:

  • Support End-to-End Client Commercials:
    • Assist in building commercial proposal documents and initiating contract discussions.
    • Finalise customer order forms for renewals and mid-contract changes.
  • Opportunity Forecasting:
    • Ensure opportunities reflect client sentiment and any changes in customer happiness.
  • Sentiment Tracking & Stakeholder Management:
    • Manage sentiment and contact tracking in Salesforce, ensuring data and stakeholder maps are current.
  • Success Call Preparation:
    • Analyse customer trends to influence CRM strategy for Success Calls.
    • Provide data insights on campaign performance for ongoing engagements.
  • Messaging Tracking Reporting:
    • Produce client-facing reports on messaging usage and build commercial outreach notices.
  • Client Engagement Management:
    • Ensure proactive client engagements and book contractual touchpoints with key stakeholders.
    • Flag trends in customer engagement based on call attendance and insights from tools like Gong.io and Salesforce.
  • Success Plan & Risk Model Management:
    • Update client Success Plans and customer risk models weekly, outlining next steps and action owners.
  • Produce Executive Customer Business Reviews and Value alignment decks for the Customer Success team
    • Leveraging a variety of internal tools you’ll deliver presentations and reports for your team to deliver to their customers a week ahead of intended delivery to each customer.
    • You’ll deliver adhoc reviews and reports as needed to support the team as required by CS leadership

Competencies and Experience:

  • Exceptional Communication - Collaborate effectively with internal teams to drive outcomes and boost customer retention.
  • Data Literacy - Comfortable with data manipulation and interpretation using tools like Excel and Google Sheets.
  • Adaptability and Prioritisation - Thrive in fast-paced environments, managing multiple tasks and deadlines efficiently.
  • Dependable and Autonomous - Accountable, able to work independently, and provide regular feedback and updates.
  • Meticulous Prioritisation and Self-Management - Self-starter who excels under pressure, finds ways to work smarter, and contributes ideas collaboratively.

Join us and help shape the future of retail customer success!