Customer Success Operations Executive

Ref
39144
Department
Sales and Marketing
Location
Cirencester
Salary
Competitive
Closing date
07/10/2019
Description

Job Role: Customer Success Operations Executive

Reporting to: Head of Customer Success

 

Role Overview

The Customer Success team at Kallidus are of strategic importance to the company; driving profitability and deep customer relationships, it is the lifeblood of the operation. The Customer Success Operations Executive is responsible for supporting Account Managers in their mission to ensure the continued use and satisfaction with the Kallidus Suite.

The Customer Success Operations Executive will work in close alignment to the Account Management and Finance teams, to manage the renewal and invoicing process and will become a key contact to the customer in ensuring the accurate implementation and invoicing of orders. The principle responsibility will be to ensure that renewal targets are met through the effective administration of the renewal process including direct engagement and follow up with customers.

In conjunction with their role in ensuring accurate contracting and invoicing they will also be responsible for KPI reporting and CRM analysis to guide team priorities. The Sales Operations Executive will liaise closely with other Kallidus business functions in Finance, Support and Professional Services to develop and deliver dashboards to support the Customer Success team in delivering excellent customer experience throughout the customer journey; from handover by Business Development teams, through renewal, the addition of services and decommissioning accounts. In addition to securing annual renewals, the Customer Success Operations Executive is responsible for supporting the growth of revenue by the team through customer base analysis and reporting cross-sell and expansion opportunities and by ensuring the successful definition and implementation of the processes that define the customer journey.

Key Responsibilities

Achieve customer success outcomes by:

  • Ensuring renewal targets are met.
  • Driving customer retention, with focus on continuous improvement of the customer experience though effective reporting of the customer journey.
  • Growing revenue through customer base analysis and reporting of up/cross-sell opportunities. Refining pipeline reports and measuring pipeline velocity.
  • Using analytics to diagnose “at risk” customers and liaising with all Kallidus customer focused business teams to implement effective customer retention processes. Refining churn reports and monitoring trends.
  • Effectively reporting the lifecycle of Customer Experience activities, from go-live, customer support.
  • Ensuring account plans are visible and actionable.
  • Collaborating with internal partners in Sales, Marketing, Product, Finance and Operations to deliver better process and report improvements.

Required Experience/Skills:

  • Deep Excel and Salesforce skills.
  • Minimum 3 years of experience in a Sales or Sales Operations role.
  • Ability to manage and influence through persuasion, negotiation and consensus building.
  • Strong empathy for customers and passion for revenue and growth.
  • Analytical and process-oriented mindset.
  • Proficiency with utilising all manner of technology to advance customer-facing operations, including: MS SharePoint & Teams and business analytics.
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