Client Success Manager (UK/EMEA)

Herrmann is hiring a an emphathic, communicative and forward thinking advocate for our clients across the EMEA region

JOB SUMMARY

Hiring a Client Success Manager to proactively establish & maintain business relations with Herrmann’s existing clients in the UK/EMEA markets to drive customer adoption, retention and overall success while providing lifetime value.

Position is to be based in the United Kingdom.

DUTIES & ESSENTIAL JOB FUNCTIONS

  • Serve as the primary point of contact for all our UK/EMEA business clients
  • Proactively communicate with clients on a regular and ongoing basis to understand their business needs and the impact of the Whole Brain initiative
  • Conduct ongoing needs assessment to determine evolving client requirements and expectations to recommend specific products and solutions to increase customer lifetime value
  • Identify revenue opportunities for new sales, upsell or cross sell new products and features- consistent with client needs and CSM quota achievement
  • Contribute to our customer support platforms by developing knowledge base content and re-usable support artifacts
  • Educate clients on product features and benefits to improve customer satisfaction and lifetime value
  • Provide product and technical information and collaborate with Herrmann Support team members to solve technical issues as needed
  • Support and collaborate with Business Development Manager(s) in managing and growing our business to achieve sales quotas and drive customer renewals
  • Monitor marketing campaign directed towards existing clients and record incoming sales leads from various marketing campaigns
  • Contact clients following sales to ensure ongoing customer satisfaction and be a great partner
  • Initially assess cases/inquiries and assign escalation to appropriate departments for follow-up & problem resolution
  • Set up and manage all aspects of Certification and other Workshops

QUALIFICATIONS

  • 3-5 years’ experience in an Account Management or Customer Success role + at least 1-2 years of account sales experience to include meeting (and exceeding) monthly quota through new sales, upsell or cross sell opportunities
  • Ability to influence change in complex organizations by working collaboratively with people leaders on their employee engagement strategies
  • Comfort elevating sales conversation to the executive levels of the client’s organization in order to expand deal opportunity
  • Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization including executives and C-level
  • Experience dealing with high-value customer accounts and projects and delivering client-focused solutions based on customer needs
  • A preference for autonomy, initiating independent action when needed, rolling up sleeves to do it/build it/make it happen/sell it internally & externally
  • Experience working in a mobile & remote environment with global intercultural teams
  • Flexible and capable of adapting to changing conditions while maintaining focus and clarity on priorities
  • Comfort in dealing with ambiguity and realities of a growing business; ability to multi-task in a fast-paced environment
  • Highly proficient in Microsoft Office/Google Docs Suite and web-based SaaS customer platforms (e.g., HubSpot, Salesforce, etc.)
  • Strong analytical and problem-solving skills
  • Great Teammate with a positive attitude
  • Self-starter/self-motivated to aid in increasing service efficiency and process
  • Ability to travel within the EMEA geographical area (approximately 25%)


PREFERRED ADDITIONAL EXPERIENCE

    • Bachelor’s degree or greater in related field (e.g., legal, organizational development or business/management)
    • Comfort working in a remote environment with stakeholders across different time zones
    • Fluency in foreign language(s)
    • Experience and familiarity with SalesForce.com or similar CRM
    • Experience and knowledge of SaaS business model

Herrmann is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of thinking preferences, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To apply for this position, please send your resume with  and cover letter to careers@hbdi.com. Please include the title of the position that you are applying for in the subject line of your email.