Customer Success Manager

My1Login is the UK’s leading, multi-award-winning Identity and Access Management service that enables seamless workforce access to web, mobile and legacy desktop applications delivering operational savings and protecting businesses against the financial and reputational damage of a data breach.

This is a management position and it is envisaged the role would appeal to an experienced individual seeking to work in the dynamic environment of a rapidly growing technology business. You will be responsible for achieving successful business and user outcomes for My1Login’s customers that maximise user engagement with our products measured by successful roll-outs and retention of customers. The role may also entail some pre-sales support activities.

An attractive package that includes share options is available for the successful applicant.
Responsibilities
customer implementation projects in-line with My1Login’s implementation processes and governance framework
the customer is satisfied with the implementation and roll-out of My1Login and will be a positive reference to other customers/prospects
on status of customer projects
and updating processes and procedures where required
practical, on-site and remote implementation support to customers during implementation (travel mainly UK with potential for a small amount overseas)
strong relationships with senior customer stakeholders to help resolve customer dependencies
to the development of My1Login’s implementation processes and governance framework
customer incidents to ensure these are being addressed in line with SLA
the sales team by providing pre-sales support and product demonstrations to prospective customers
customer challenges and support the sales team by proposing solutions that align My1Login’s products to address these challenges
product ideas, bugs, and customisation suggestions to the product development team.

Skills
implementing software/SaaS products and delivering customer success
verbal and written communication skills
analysis and requirements gathering abilities
to learn technology quickly through instruction and self-training
level of customer facing experience including communications with senior stakeholders.

Attributes
be willing to go the ‘extra mile’ and ensure that customer’s expectations are consistently exceeded
be focused on ensuring customer success
be energetic and motivated with a strong work ethic that demonstrates enthusiasm, persistence and a competitive spirit and the desire to be the very best
are a team player, take personal responsibility and can harmonize in a fast-paced environment
organization and planning skills to work independently on strategies, as well as with a team
position requires excellent communication skills, and the ability build rapport with customers and prospects.

Qualifications and Experience
in customer facing role that requires strong interpersonal skills
communicating with senior stakeholders
degree qualified but not essential
IT literate ideally with experience of rolling out SaaS for customers
Basic understanding of enterprise IT environments.