Customer Success Manager at Appruve

Appruve’s Customer Success team engages our corporate customers and developer audience to drive Appruve API adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging executive teams in the launch, driving ongoing adoption, and managing renewals.It is also responsible for optimizing entire user funnels ,by closely working with the product team. It works with the rest of the Inclusive Innovations organization to uncover new ways to make Appruve a part of everyday life and to improve our product.

At Appruve, the customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.

• Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via analytics tools.
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Collaborate closely with team members support renewals and expansion opportunities
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Provide insights to customers funnel journey to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Being the main point of contact between the company and a number of named enterprise accounts

Job requirements

What You’ll Do

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Enable successful roll-out of Appruve to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for customers to act as Appruve advocates (e.g. testimonials, case studies)
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Marshall resources across the Appruve organization as needed to support customers needs
• Represent the voice of the customer to inform our sales process and product roadmap

We’re looking for someone with:

• 3+ years of sales experience, preferably at a technology or financial services company, with a track record of top performance
• Ability to understand complex technical requirements and craft solutions across multiple products
• Ability to develop and execute account plans spanning multiple business units across complex organizations
• Strong appreciation of setting up ,monitoring customer funnel metrics and decision making.
• Experience of working with live chat platform useful but not essential
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Strong presentation skills, particularly for in-person meetings with multiple stakeholders
• Proven ability to lead complex negotiations involving bespoke commercial agreements
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Superior verbal and written communication skills
• Ability to operate in a highly ambiguous and fast-paced environment
• Strong interest in technology , policy and financial services

Skills and Qualifications

• Educated to degree level preferred but not essential
• Experience working with, and managing, stakeholders and customers
• A high level of accuracy and attention to detail is required
• Excellent communication and interpersonal skills
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can do” attitude

• Results-driven mentality, with a bias for speed and action
• Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
• Comfort in a startup environment we move quickly and wear many hats in a dynamic environment

Benefits

• Be part of an international, ambitious and successful team
• Be part of a pioneering innovation
• Global / regional network / exposure in FinTech and RegTech
• Diverse career growth opportunities
• Kind and caring team mates
• Competitive salary