Customer Success Manager

Job Description

This is an exciting opportunity to join a scaling company and a growing team in Allergy Standards Ltd. (ASL).

We are looking for a dedicated and experienced Customer Success Manager to successfully manage, develop, and activate relationships with current and new customers, ensure customer retention and new customer growth, and act as a trusted advocate for our customers.

This role is best suited to someone who has experience delivering intangible products and services, and is comfortable communicating this value proposition to customers in a meaningful way. You will play a key role in collaboratively scaling our business, and achieving revenue goals through strong sales acumen and building quality relationships.

If this sounds like you, we want to hear from you.

What you can expect:

Your Key Responsibilities:

Act as a consistent and supportive point of contact for our customers
Work with our customers, and also the ASL team and related stakeholders, to expand our certification program, educational, and consultancy services
Coordinate and implement existing customer success strategy, grow future strategy, and contribute to the strategy of an dynamic growing company
Work directly with customers to effectively ascertain and respond to their needs and plans, both declared and undeclared
Work as the trusted advocate to support customers to effectively drive brand utilisation
Work collaboratively with the ASL team internally towards overall customer success strategy and delivery
Our clients are in a variety of industries, so you will be responsible for communicating to an array of clientele, including textiles, building products, cleaning products, and manufacturers of electrical appliances
Build and maintain effective relationships with key executive-level decision-makers at key customer accounts
Deliver revenue retention and renewal, working with key stakeholders to communicate, build, and translate the value of what we offer
Identify and negotiate upsell opportunities
Joyously and enthusiastically on-board new customers, ensuring there is a clear on-boarding plan including a welcome pack
Manage and run customer success meetings, ensuring there is a clear agenda, briefing material, and slides as required for every meeting, communicated ahead of time, with consistent follow up on actions
Track meetings, actions, and meeting notes on our CRM system, ensuring there is no white space as part of vital information management
Update, develop, and maintain customer accounts and account plans on CRM
Drive each part of our flywheel that you influence, such as late stage closing, launching, engagement, and renewal
Work meticulously and collaboratively with customers to ensure their successful adoption of and ongoing commitment to our program and client success playbook
Working with customers continuously to ensure they are fully embedded in the program and client success playbook
Develop a trusted advisory relationship with accounts, customer stakeholders and internal partners
Work with our clients to build their engagement with our services, and identify growth opportunities within their organisations that lead to increasing their return on investment
Support promotional and marketing initiatives, as well as cross collaborations between clients, working closely with our PR, Sales, Science, and Demand Generation Teams
Serve as the voice of your customers by identifying key trends and needs and actioning them with our team
Proactively secure client renewals by laying a strong foundation, exceeding client expectations.
Identify upsell and cross-sell opportunities within existing accounts as well as new accounts, resulting in revenue growth.
Regularly host in-person and virtual client information sessions and workshops to expand ASL awareness, increase engagement and utilisation
Support ongoing Business Development Team efforts within new and existing accounts
Travel to meet customers as required

What we expect:

Proven track record of self-motivation, self-initiative, and the ability to work to KPIs, deadlines, and targets
Proven capability of working collaboratively with multiple decision makers and stakeholders, both internally and externally
Strong systems and software skills, and an enthusiasm to learn new systems
A team player, with a track record of completing projects, processes, and tasks to a high standard of completion
You will bring positive energy into the company, and form professional relationships with our team, and our wide network of industry experts
Excellent communication and presentation skills, particularly in writing for a general audience, as well as presenting on virtual meetings, at conferences, and webinars
Experience negotiating contracts and commercial details
You will have an analytical mind, with strong problem-solving skills
You will meticulously apply competent, consistent, and tidy process management

What we require:

Bachelor’s degree or equivalent experience in Business, Customer Success, or other relevant field
3-4+ years’ of relevant work experience, ideally a combination of sales, marketing, and customer success
Experience working in a B2B culture with companies with revenues >$10 million
Must be willing to travel, up to and approx. twice per quarter as needed
Proven ability to work with targets, frameworks, and measures such as CSAT scores, surveys, portal statistics, brand usage and correctness grid, asset approvals, happiness index, client testimonials, and case studies
You will have a growth mindset, and will contribute effectively to a climate in which people want to do their best, understanding that change and innovation is an on-going process which is an integral part of ASL’s culture.

What You Need To Grow And Succeed

You are a passionate, self-motivated, and detail-oriented team player who is committed to the success of our customers
You are diligent, with an inmate ability to be a conscientious finisher
Good initiative – eager to contribute to an innovative team in a growing company.
Autonomous work ethic – happy to set your own goals and be held accountable for them
Strong organizational and problem-solving skills.
Excellent communication, listening, and understanding skills, and an ability and love of being coached to learn new approaches
Excellent ability to influence and partner with various levels of employees, with high integrity
High capacity for judgment, strong organizational skills
A sense of urgency to move the dial on the areas of work you are responsible for
Attention to detail and the ability to effectively handle multiple priorities

Benefits

Attractive salary for the right candidate
EAP and Wellbeing Program
Paid access to a number of courses in the ASL Academy
LinkedIn Sales Navigator training, and access to our CMS provider’s training academy
Work in the hub of Grand Canal Quay, with great access to all of the local amenities
Gain experience in a scaling company that values digital data driven working solutions
Enjoy a variety of office snacks!

Location

Based in the hub of Grand Canal Quay, Dublin 2

Job Type / Category

Full time permanent, based in Dublin City, Ireland.

To enquire please email careers@allergystandards.com