Customer Success Manager

What is our mission?:

We are on an exciting mission to revolutionise corporate treasury management through innovative multi-currency payment accounts (including virtual IBANs) and a market leading digital assets offering. Our company sits at the frontier of digital assets (crypto assets) and traditional (fiat) finance and is leading the way to bridging those two worlds for corporate clients globally.

We believe digital assets are here to stay, and we want to be the first to bring a combined offering of payment services and digital assets under one exciting platform. Learn more about our team and company story here.

What is the purpose of this role in the delivery of our mission?

The Customer Success Manager will be responsible for managing a portfolio of existing Orbital customers and tasked with ensuring revenue growth, a high customer satisfaction, by cross and up selling and wallet share optimisation, whilst maximising retention rates and limiting attrition. This role is pivotal to ensuring the success and happiness of our global client base with a focus on fostering strong relationships and supporting their growth in use of Orbital's solutions, enabling our company to meet our ambitious targets.

What are the key responsibilities / activities of the role:

1. Working closely with the BDD and Customer Success management to set a high standard for excellence and implement and execute strategies to enhance customer satisfaction, retention and growth.
2. Building and developing strong, long-term customer relationships and leveraging those relationships to build Strategic Account Plans.
3. Owning a portfolio of clients and the revenue associated with them. Ensuring they grow and that forecasting against these relationships is accurate.
4. Identifying, quantifying and mitigating risk within the portfolio of clients.
5. Utilising customer data and analytics to identify trends, measure performance against KPIs.
6. Fostering a collaborative and empowering team environment that encourages growth and innovation.
7. Advocate for customer needs cross-departmentally, ensuring customer feedback is heard and acted upon to improve our product and customer experiences.
8. Identifying opportunities to increase our brand awareness in the market and working with Marketing and other departments to grow our brand in the market.
9. Performing regular client reviews monthly, quarterly and annually to provide feedback and data to our client base in regards to performance against the agreed deliverables.
10. Attending client meetings and events to ensure we continue to build our brand awareness in market.
11. Keep updated with trends in the industry and insights that could influence and impact our clients and revenues.
12. Manage pricing reviews and contractual amendments to ensure we are maximising our revenue opportunities and ensuring we are providing value to our clients.

What are the essential skills, qualifications and experience required for the role?

1. Proven track record of supporting and working with customers in a B2B sales/customer success environment.
2. Strategic thinker with the ability to analyse data, identify trends and implement effective strategies to improve revenue growth.
3. Account management skills to manage a global client base.
4. Experience in managing data and insights and producing reports and presentations for business executives.
5. Experience in working with tools such as HubSpot, Jira & Confluence would be useful.
6. Comfortable in working within a dynamic, KPI driven environment.
7. Excellent negotiation and communication skills.
8. Experience in the iGaming industry would be an advantage.