Senior Customer Success Manager

<p><strong>Want to be a part of a company that’s making a difference?</strong></p><p>We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver<strong> </strong>solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.</p><p>🌍 <strong>Impact:</strong> A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.</p><p>💡 <strong>Innovation: </strong>Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.</p><p>📈 <strong>Growth: </strong>Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.</p><p><strong>We're on a mission to protect people and the planet </strong>by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.</p><p><a target="_blank" href="https://www.ecoonline.com/careers/">Our culture code</a>, a set of principles that underpins our values, is our commitment to each other and working better together.</p><p><strong>Join EcoOnline and be part of a mission dedicated to driving positive change.</strong> Read on to learn more about the opportunity and how you can have a positive impact!</p><p><strong><br>About the Role</strong></p><p><span>The Customer Success team is a highly collaborative, fast-paced and evolving group responsible for nurturing and growing relationships with EcoOnline’s Enterprise and Mid-Market customers. We move quickly and experiment with new strategies, all while keeping the ultimate focus on our customers’ success. We engage with end-users and stakeholders alike to ensure our customers love, adopt and grow with EcoOnline. Our vision is to make our customers environments safer in order to thrive. Our team works hard, works together, and has fun while we strive for success.</span></p><p><strong>Key Responsibilities:</strong></p><ul><li><p><span>Working with EcoOnline products and clients to deliver:</span></p></li></ul><div><p><span>Account mapping (understand the business and strategy)</span></p></div><div><p><span>Stakeholder identification and management requirements</span></p></div><div><p><span>MI requirements</span></p></div><div><p><span>Life cycle management (Onboarding, adoption, maintenance, development, renewal)</span></p></div><div><ul><li><p><span>Deliver the optimum customer success management service – develop a shared roadmap and action plan to deliver greater value, extend the reach of key contacts and deliver growth revenues with Key Account organisations</span></p></li></ul></div><div><ul><li><p><span>Consult with and manage account stakeholders, to maximise service delivery performance in a consistent and sustainable way</span></p></li></ul></div><div><ul><li><p><span>Maintain strong market knowledge, including competitor and regulatory activity, to ensure threats and opportunities are quickly identified</span></p></li></ul></div><div><ul><li><p><span>Support line manager to deliver broader group related goals.</span></p></li></ul></div><div><ul><li><p><span>Management of assigned Key Accounts, to include:</span></p></li></ul></div><div><p><span>Accountable for managing contracts & renewals</span></p></div><div><p><span>Finance enquires/invoicing escalation</span></p></div><div><p><span>PO Escalation</span></p></div><div><p><span>Quarterly/Biannually client Review Meetings</span></p></div><div><p><span>Identification of upsell and Cross Sell opportunities</span></p></div><div><p><span>Support sales process, working closely with sales function to maximise NRR</span></p></div><div><ul><li><p><span>Play an integral role in the design of the product development roadmap</span></p></li></ul></div><div><ul><li><p><span>Support the design and execution of the go to market strategy</span></p></li></ul></div><p></p><p><strong>What we're looking for:</strong></p><ul><li><p><span>5+ years of experience in similar role in a SaaS environment</span></p></li></ul><div><ul><li><p><span>Strong Key Account Management experience within a SaaS business (2+ years).</span></p></li></ul></div><div><ul><li><p><