Cirrom is an Artificial Intelligence platform that helps enterprise Law Firms and other professional service firms fix their client data held in a CRM system such as SalesForce, Microsoft Dynamics CRM or InterAction.
Our client base is international, with our biggest client base in America and the UK, but with some clients around the rest of the world.
Cirrom’s Oban office is growing and we are looking for a Customer Success Manager to help manage our US and UK clients. The primary focus of the role is nurturing a small number of high value clients to ensure clients stay with Cirrom for the long term.
As a Customer Success Manager for Cirrom, you will play a pivotal role in ensuring clients effectively leverage our platform to maintain and enhance the quality of their data. You will act as a trusted advisor, guiding clients through the process of setting up Data Quality rules, troubleshooting data issues, and providing best practices for sustained data health. This role requires a unique blend of customer relationship management, data quality expertise, and technical skills.
Your primary focus will be helping clients resolve data quality issues, with an emphasis on setting up automated rules from our central database. You will also be responsible for generating recommendations for data improvements, liaising with our development team to ensure timely fixes, and helping clients maximize the value of our software for long-term success.
Your primary objective is to ensure client satisfaction with the software, making the license renewal process seamless for the sales team.
The skill set we are looking for is someone who picks up technology very quickly and preferably has some understanding of customer data, ideally would have used a CRM or customer database in the past or undertaken some email marketing. As this is a customer facing role, an excellent telephone / Zoom manner and clarity is important for our international client base.
Key Responsibilities1. Client Onboarding & Training
- Onboard new customers by understanding their data quality challenges, business needs, and desired outcomes.
- Provide comprehensive training to clients on using our automated Data Quality software, including rule configuration, data health monitoring, and reporting.
- Assist clients in setting up data quality rules tailored to their business requirements, such as:
- Duplicate record identification and resolution.
- Standardizing contact data formats.
- Filling in blank contact data fields.
- Making corrections to wrong contact data fields.
- Ongoing Client Support & Relationship Management
- Schedule regular meetings (e.g., weekly, fortnightly) to review ongoing data quality tasks and assess client satisfaction.
- Be the client’s primary point of contact for any technical or operational queries related to the software.
- Provide proactive suggestions on how to optimize the use of the platform for evolving business needs.
- Monitor client data quality performance and offer insights on areas that need improvement.
- Rule Configuration & Automation
- Help clients set up and configure automated DQ rules to ensure ongoing data health, such as:
- Validation of new data entries.
- Real-time alerts for data quality violations.
- Automated workflows for cleansing and standardizing data.
- Provide expertise in refining existing rules based on data trends and changing client needs.
- Proactive Problem Solving & Troubleshooting
- Investigate and resolve complex data quality issues using advanced features of the platform.
- Collaborate with cross-functional teams (product, development, support) to resolve client-reported bugs or issues.
- Identify and communicate software best practices to prevent future data quality problems.
- Reporting & Data Insights
- Generate and present customized data quality reports for clients, highlighting key insights such as:
- Data health trends.
- Progress toward data quality goals.
- Return on investment (ROI) metrics for their data quality initiatives.
- Ensure clients understand the implications of their data issues and help them set KPIs for data quality improvement.
- Customer Success Metrics & Feedback
- Track and monitor customer success metrics, such as:
- Client software adoption and engagement.
- Data quality issue resolution rates.
- Customer satisfaction scores and retention.
- Gather and synthesize client feedback, and relay it to internal teams to improve the product and customer experience.
- Internal Collaboration & Knowledge Sharing
- Serve as the client’s voice within the organization, ensuring that client needs and expectations are communicated to product and development teams.
- Collaborate with the product team to suggest new features or enhancements based on customer feedback and industry trends.
- Share insights from client interactions to enhance internal knowledge of data quality challenges and solutions.
- Cirrom Central Data Quality Analysis & Recommendations
- Conduct contact data analysis within our central database to assess issues like:
- Invalid or incomplete records.
- Data duplicates or inconsistencies.
- Incorrect formatting and compliance violations.
- Non satisfactory company details and formats.
- Develop and present actionable recommendations for addressing identified issues.
- Work closely with the internal development team to ensure that recommended fixes and improvements are effectively implemented in the software.
Job Type: Full-time
Job Type: Full-time
Pay: £35,000.00-£40,000.00 per year
Benefits:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Oban PA37 1S
Linked-in
Google