The mission if you choose to accept it
This is a full lifecycle CSM role - meaning that the Sr. CSM will manage from initial pre-sale engagement through implementation, ongoing relationship management and eventually the renewal process for accounts in their portfolio.Â
This role is London based, and candidates must be available to spend 2-3 days a week with clients in and around London.
At any given time you might be:
Managing complex implementation projects from kick-off through to completion: defining schedules / overall objectives and coordinating internal and external resources as required to maximise Time to Value for customers.
Establishing and maintaining great relationships with our customers at varying levels. As this role is focussed on Enterprise Brands - this will generally involve managing multiple executive stakeholders, together with functional leads throughout the business, at times acting as an extension of their internal team to serve as a trusted advisor and assisting them to drive growth in their business.
Providing mentorship to Customer Success Specialists / Customer Success Managers within the team.Â
Becoming an encyclopaedia of knowledge about how Nory works and what it is capable of: gaining maximum buy-in across the product suite within your portfolio of brands.Â
Working directly with product teams to identify and resolve current issues promptly, while also synthesising customer feedback internally where needed, ensuring the voice of the customer is at the heart of all product decisions, particularly when it comes to roadmap prioritisation and discovery.
Driving customer renewals and uncovering opportunities for upselling / cross-selling by ensuring customers are receiving ongoing value from Nory.Â
Developing and executing strategic account plans to drive growth, in collaboration with colleagues across Sales & Marketing.Â
This role requires the successful candidate to have a customer obsessed mindset, aiming to deliver maximum value to our most valuable enterprise customers.
