Strategic Customer Success Manager - Remote

At Zyte, we eat data for breakfast and you can eat your breakfast anywhere and work for Zyte. Founded in 2010, we are a globally distributed team of over 240 Zytans working from over 28 countries who are on a mission to enable our customers to extract the data they need to continue to innovate and grow their businesses. We believe that all businesses deserve a smooth pathway to data.

For over a decade, Zyte has led the way in building powerful, easy-to-use tools to collect, format, and deliver web data quickly, dependably, and at scale. Today, the data we extract helps thousands of organizations make smarter business decisions, secure competitive advantage, and drive sustainable growth. We do this by building innovative leading-edge products that can solve the most complex web data challenges. Over 2,000 companies and 1 million developers rely on our tools and services to get the data they need from the web.

Reporting to our Head of Customer Success, we are looking for a Strategic Customer Success Manager who ensures our customers derive maximum value from our products such that they renew, expand and become advocates for us in the market. We operate a matrixed Delivery operation so on day-to-day basis, the Strategic Customer Success Manager will work closely with Delivery, Product and Sales coordinating the work efforts across our organisation to ensure a successful customer outcome.

If you are a customer-centric, data-driven, commercially-driven individual, who wants to be part of a world-class team then this is the role for you

Requirements

Roles and responsibilites:

• Services which may include data delivered via a subscription, maintenance services or ad-hoc services to extend some existing dataset(s).
• Act as a day to day point of contact and first point of escalation for customer concerns relating to any aspect of service.
• Customer advocate representing customer needs across any internal Zyte team (SPM, Maintenance, etc).
• Coordinate / drive customer technical requests or issues that sit with any Zyte team (Data Maintenance, SPM, Infra, etc),
• Partner with teams such as Product, Support, Sales, Delivery in pursuit of delivering excellent service to our customers.
• Avoid escalations by providing timely information and resolution to customer issues.
• Proactively identify and implement CX improvements through regular reviews of service for this customer.
• Deliver a formal status update regularly, reporting on all aspects of service that Zyte provides.
• Ensure a consistent customer NPS resulting in successful retention of this customer.
• Work with Sales teams on renewals and on proposals for expanding our footprint.
• Successfully onboard and retain our customers by driving programmes of adoption to maximise the value customers get from our products and challenging our internal organisation as needed.
• Actively identify and develop new customer opportunities. Collaborate with Sales Teams to advance existing opportunities and assist them in closing active opportunities by demonstrating industry expertise to gain the prospective customer’s confidence as a trusted partner and adviser.
• Proactively identify customers who may not be succeeding, and work with them to understand their challenges, improve their experience and retain their business.
• Identify client issues that cannot easily be resolved and escalate these for additional support as needed.
• Provide voice of the customer input into product enhancements based on identified and anticipated customer needs.
• Help to develop and implement best practices, processes, and tools to continually enhance Zyte's Customer Success Program

In the role you will need:

• Ability to understand customer requirements and drivers, develop and guide their thinking to identify customers’ objectives, designing/tailoring playbooks to meet them and implementing an ongoing customer account plan to increase utilisation/engagement to improve retention and value over time
• To develop a Trusted Advisor relationship with your customers - recommending best practices in order to make our customers successful.
• To learn about and invest time in understanding how customers use our product features and services, so to guide customers to realise the benefits of their investment.

Requirements:

• 3+ years demonstrated success in an Account Management, Pre-Sales or Customer Success role.
• Technical background, or experience supporting technical software solutions.
• Customer-centric and relationship-oriented at your core, you are committed to ensuring our customers’ success and adoption of Zyte's products.
• Proven track record of achieving results while balancing demanding expectations.
• High levels of organization in your workflows - you understand what it means to own a customer portfolio and to prioritize and manage your time efficiently.
• Previous experience with one or more CRM, CSM, Analytics & Automation Tools would be an advantage. i.e. Salesforce, Intercom, Gainsight, Totango, Natero/Freshworks, Mixpanel, Pendo etc.
• A passion for teamwork and collaboration - you'll be working with multicultural and multidisciplinary teams on a regular basis (Sales, Marketing, Support, Product, etc) and will help to build the Customer Success "brand" across our entire organization
• Excellent written, verbal, presentation and interpersonal communication skills.
• Ability to work independently and as part of a remote team.

Benefits

• Influence Zyte's strategic direction and shape the web data industry.
• Become part of a self-motivated, progressive, multi-cultural team and have the freedom to work remotely for a remote-first company.
• Join us as we are on the verge of making enormous amounts of data useful in a way that was impossible before.