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EvaluAgent is looking for home based Customer Success Managers who will play a pivotal role in retaining our current business, identifying opportunities, mitigating risks, and support on-going growth of key customers.

We’re growing fast, with treble digit revenue growth and we’ve just completed a major Series A funding round with a highly respected American investment fund.

We think this is a great opportunity to grow with the company.

You'll work with our customers to grow value derived from EvaluAgent’s products and to support our customers with their desired business outcomes.

You'll expertly and passionately apply industry and product knowledge, relevant experience, and a deep understanding of your customers, adding commercial value and building trusting long-term relationships.

We can offer:

• A salary up to £65K based on your previous experience
• 30% bonus, uncapped
• Flexible working hours and (UK) location to accommodate a work-life balance
• Company Sick Pay
• Company pension
• 25 days leave plus bank holidays plus your birthday off
• Vitality - Private Health Insurance
• Income protection
• Group life insurance
• Enhanced family leave (maternity, paternity, adoption)
• A great work from abroad policy
• Comprehensive on-boarding and ongoing development
• Supported Personal Development plan with an allocated budget
• Occasional International travel
• Two annual all business meetups
• Additional team / project meet ups in the UK as necessary

We genuinely care about our people, work with us and you’ll experience autonomy, trust and passion in heaps and bounds.

Who you are:

• Minimum of 3 years experience in a CSM role at a SaaS company with a proven track record of delivering customer solutions (Ideally within contact centre software/CCaaS)
• Strong understanding of B2B SaaS products and the ability to explain technical concepts to non-technical audiences.
• A natural rapport builder with experience of creating and developing long-term customer relationships, promoting customer satisfaction and reducing client churn.
• The ability to evaluate and identify customer needs, developing new clients and up-selling and cross-selling in a target driven environment.
• Experience in building and driving forward strategic account growth, working to monthly targets and a great understanding of navigating accounts.
• A demonstrable commercial acumen in your approach account management with excellent communication skills to all stakeholders including C-Suite
• Experience in onboarding customers in a timely and efficient manner
• An understanding of how applications can work together with knowledge of protocols such as APIs and SFTP a plus.
• Drive product adoption post-implementation ensuring time to value for the customer
• A curiosity for our client's needs, delivering a consultative service and reviewing accounts with an analytical mindset.
• Problem-solving mindset and the ability to navigate challenging situations with diplomacy and professionalism.
• Results-driven approach, with a focus on achieving and exceeding CSAT and retention goals.

• Professional and calm demeanour, emotionally intelligent, empathetic, customer focused with a growth mindset.
• A self-starter. Planning, organising, prioritising, and overseeing activities to efficiently meet business objectives and customers’ desired outcomes.
• Proactive, able to recognise clues for additional customer needs to advance organisation's goals.

• Strong analytical skills to interpret data and identify trends, as well as to use insights to drive strategic decisions.
• Ability to collaborate effectively with cross-functional teams and contribute positively to team dynamics.
• Experienced and confident with home working - it's not very everyone!

Key Responsibilities:

• Build and nurture strong relationships with assigned customers, acting as their primary point of contact to drive product adoption.
• Understand clients' business objectives and tailor solutions to meet their specific needs, helping them realise the full potential of our platform while delivering high CSAT scoring.
• Retaining customers by developing strategies to renew the contract well in advance of the customer’s renewal date and to being proactive in spotting and addressing potential churn
• Proactively identify opportunities for upsell and cross-sell to build into your pipeline, while forecasting MRR/ARR up-lift from activity on a monthly basis as per revenue goals.
• Proactively manage at risk customers and develop get well plans to prevent churn.
• Providing invaluable product training, as well as advise on best practices in quality management and coaching.
• Provide exceptional onboarding and ongoing support to clients to ensure a smooth implementation process and continued satisfaction.
• Monitoring customers’ KPIs by analysing metrics that matter and reviewing this with your customer to demonstrate the value of the platform and how it’s aligned with their goals.
• Collaborate with the Product and Engineering team to communicate client feedback, feature requests, and enhancement suggestions.
• Act as a customer advocate, ensuring customers' needs are effectively communicated and addressed and nurture customer advocacy by proactively seeking out testimonials, references, and case studies.
• Ensuring proactive customer engagement reducing unnecessary escalation and issues.
• Maintain an in-depth knowledge about our platform and product development as well as in-depth knowledge of your customer and their goals.
• Ensuring our customer systems are always accurate and current.
• Work with marketing and sales teams to prepare sales pitches and presentations.
• Learn, follow, and further implement the customer success process. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
• Learn and use internal CSM tools & platforms to understand the entire picture and log all CSM activity on.

Key Performance Metrics:

• GRR/NRR - Reduce churn, increase renewal rates & grow revenue within existing customers
• CLV - Deliver strong lifetime value through high product adoption, customer satisfaction, and customer health management
• CSAT/NPS - Ensure our customers find value from our products, services and people
• CSQL - expand our accounts through upsell and cross sell opportunities

Company Background

We’re on a mission to power a people-first era for contact centres – one where Employee Experience (EX) is prioritized alongside Customer Experience (CX). We plan to take our existing QA and Improvement platform to the next level and become a market-leading Workforce Engagement Platform for fast growth sales and service teams around the globe.

We’re a UK-based, tech scale-up business with clients all over the world and a product that is proving hugely popular with our target market. We are proud to be associated with highly innovative brands like Samsung, Vitality Health and ManoMano. We’re moving fast with treble digit revenue growth, and we’ve recently closed a $20m Series A funding round with a highly respected American growth fund.

Diversity and Inclusion
We are committed to employing the best people with the right experience and qualifications for the role. We provide equal opportunities for all our candidates and employees and do not discriminate on any factors such as gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.

Agencies

We already have a number of trusted agencies that we partner with for any of our roles that we may require support on. While we appreciate the thought, at the moment we are not looking for any new engagements.