Senior Customer Success Manager - UK & EMEA

at  IntelligenceBank

ABOUT INTELLIGENCEBANK

IntelligenceBank is the leading digital asset management and marketing operations platform for brands in regulated markets, including Hyatt, Hertz and KFC. Used by over 800,000+ users in 53 countries, IntelligenceBank uses AI and automation to help ensure brands get to market quickly, stay on brand and ensure regulatory compliance. Our headquarters are in Melbourne and we’ve offices across Australia, the UK, Canada and the US.
Job Description
Due to our ongoing growth, IntelligenceBank has a newly created role based in the UK for a Senior Customer Success Manager to support our clients in the UK and Europe. This role is a critical part of the value proposition of helping clients make their online work seamless. Reporting to the Chief Customer Officer, this exciting and diverse role involves account management, support, implementation support, training, administration, upsells and liaising with sales and product teams. Specifically, duties for this role entail:

IMPLEMENTATION SUPPORT

• Play an active role in the implementation process for allocated clients, including setting up client workshops where initial requirements are gathered, completing workbooks with the client on platform configuration, and sharing these requirements and documentation with the allocated Implementation Manager for configuration
• Following implementation processes using IntelligenceBank documentation and tools, and as agreed with the Implementation Manager, undertake certain elements of configuration or build
• Be the key point of contact for the client during the implementation process, managing timelines and testing prior to project completion and handover to BAU
• Record all hours against the relevant Salesforce order or other tools provided by IntelligenceBank in a timely manner
• Raise and monitor Jira tickets raised for clients during their implementation with Dev/Ops and Technical Services teams
• Escalate client issues that cannot be resolved effectively or smoothly to the Delivery Lead, Project Manager or Delivery Manager as appropriate
  Qualifications
  We’re looking for someone who is comfortable working in a remote environment with a global workforce. Extensive experience supporting and growing enterprise SaaS clients is key. Read on and see if you’ve got what it takes to be part of our innovative and growing team:

Account Management/Customer Service/Support delivery experience within a SaaS/software or professional services consulting business

• Passion for solving business and technology challenges with leading edge solutions
• Energetic, motivated and driven with a great work ethic and highly developed relationship skills
• Highly autonomous whilst at the same team being a team player
• Excellent verbal and communication skills, with a high level of attention to detail
• Time, Priority Management and Problem Solving skills
• Technical skills – exposure to Salesforce or other CRMs, Microsoft Excel skills desirable
• An understanding of Marketing and/or Martech is advantageous

Please refer the Job description for details