Enterprise Customer Success Manager

Are you looking for an environment and opportunity where you can help create something amazing and make a real difference, while learning shedloads and having fun along the way? Are you up for the challenge? It's not going to be easy!

Ortoo is a rapidly growing London based SaaS software company with a global customer base, creating game-changing business productivity apps that run on the Salesforce platform (check out our 5 star reviews on the AppExchange!) and help our customers revolutionize the way they work.

Achieve More! - This is a mission, not a job!

Our mission is to help revolutionize the way people work together in organisations around the world, with the help of our apps, so they can achieve much more. Our focus is on continual innovation and truly amazing customer service. It's an entrepreneurial, dynamic environment, where new ideas, calculated risk-taking and experimentation are actively encouraged.

This is a great opportunity to play a key part in the success of a rapidly growing start-up business in one of hottest areas in technology today, with plenty of scope for progression.

We're looking for an exceptional Enterprise Customer Success Manager, you will play a big role in our growth by helping and nurturing our top tier customers, ultimately leading to fantastic long-term partnerships.

The Role

As a Customer Success Manager, you will create relationships and partnerships with our Customers. Helping them to overcome their business challenges and ultimately achieving their goals. You will proactively manage the renewals for a large proportion of our top tier customers.

Key responsibilities

Account Management

1. Manage Renewals
2. Ensure satisfaction, retention, and revenue growth for assigned customer portfolio
3. Quickly identify, qualify, and address customers who have a high potential of churn, up-sell, and down-sell
4. Provide best practice guidance to the customer's project and management teams by leveraging our internal support team and other support resources
5. A detailed Customer Success plan mapped out for assigned customer portfolio
6. Maintain organized account records, profiles, and feedback reports in the company CRM (Salesforce.com)
7. Responsible for meeting quarterly goals and established metrics

Internal Advocate & Team Collaboration

1. Provide customer feedback to internal Ortoo team to advocate for creating the customer's best possible experience through trends and insights
2. Provide customer feedback to the Ortoo product team to ensure we're always ahead of the competition
3. Identify and minimize any roadblocks in the way of full customer use of our apps
4. Collaborate with the Internal teams post-sale as necessary to ensure all expectations and customer needs are addressed
5. Collect and share customer case studies

Specific Job Responsibilities & Requirements

1. Proactively arrange and lead periodic customer review calls with other internal Ortoo teams
2. Find new opportunities within your assigned customer portfolio, leading to ARR expansion
3. Track and communicate with both technical and business roles/champions/users
4. Help arrange customer events/meet-ups ensuring more face time with key customers

What we're looking for in you

1. Minimum of 3 years' of experience with Enterprise customer success or Enterprise Sales
2. Proficient in Salesforce and demonstrated knowledge of the Salesforce ecosystem strongly desired
3. Demonstrated ability to consistently meet and exceed monthly goals
4. Proven ability to identify and reduce customer churn risks
5. Able to work at different levels in organization; technical user to C level
6. Skilled at balancing technical terminology with business acumen

Location

Ortoo is headquartered in Richmond-upon-Thames, Greater London, but this is a remote role that can be located anywhere in the UK. Quarterly meet-ups in the Greater London area may be required.