Connecting to LinkedIn...

Vacancy Details

Customer Service, Call Centers & Languages

Digital Customer Account Manager - Galway

Contract Type: Permanent
Sector:
Location: Galway
Date: 16/08/2017
Job Reference: 89099

Job Description

Contact: Jenny Dore
Email: jenny@hero.ie
Telephone: 0212066287

Digital Customer Account Manager
Our client, a software company in Galway are currently looking to recruit a Digital Customer Account Manager for their site.


What will I be doing
  • Digital transformation is fundamentally changing every industry. While this transformation is now pervasive for consumers - from songs and books all the way up to online purchases of cars - everyone in the business world wants that same simplicity of digital consumption as well. To stay ahead of this disruption, the company created a digital business unit that will allow anyone to buy and use the company and 3rd-party offerings with minimal human interaction.
  • As a Customer Success Manager, you'll be responsible for maximizing the value customers generate from our solutions and in turn maximize the value the company can derive from our customers for sustainable bookings and growth. Once a customer has made the initial transaction, you enter the scene and own customer relationships, ensure customer adoption, convert trial customer to paid customers, deliver measurable bookings results and create a culture of customer success at the company.
  • All members of the company build a culture of curiosity and persistence, are hands-on and hold themselves accountable to the team. We think exponentially with a mind-set of abundance and are inclusive of other peoples' opinions.
  • Ensure adoption of our products through personal product enablement, technical enablement and on-going support, leading to customers getting maximum value, as quickly as possible. This leads to conversion from no cost to paid, and upgrades of existing customers.
  • To do so, become an expert on the company Products, including implementation and development of use cases of the company products connecting to top business goals and requirements of customers.
  • Work closely with customers to ensure the company products are adopted into their teams' daily workflow, generating positive ROI and growing lifetime value for the company.
  • Maintaining visibility into product performance and customer feedback to communicate with Customer Success and other teams. Work closely with customer and internal teams to resolve issues promptly and minimize customer churn.
  • Measure and work to increase customer satisfactions ratings such as Net Promoter Scores.
  • Act as primary escalation point for your accounts.
  • Facilitate regular Account Reviews with customers to confirm their goals are being met
  • Identify areas for customer growth: expanding users within an organization or cross-selling other company products.
  • Building customer advocates who will speak on behalf of the company as a reference and share success stories in the company events and content.
  • Customer Success Manager will represent the voice of the customer at the company and work closely with internal teams to create an organization-wide culture of Customer Success.
  • Be an advocate for customers' product feature priorities internally within the company and align with product team around driving product roadmap.
  • Partner with Go-To-Market team (includes Marketing team) to share customer stories and help develop marketing collateral.
  • Identify opportunities for continuous improvement - within accounts, across Customer Success team and across the company.
What do I need
  • Bachelor's degree
  • High aptitude for quickly learning about products and translating that knowledge into customer business value propositions.
  • You are a fluent German & English speaker.
  • Experience working closely with demand generation, marketing operations, sales operations and analytics teams to increase customer satisfaction and sales
  • You have led projects from conception to closure, and have experience leveraging internal resources to get things done.
  • Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, digital media. Experience using Marketing Automation, CRM or related applications is a plus
  • Strong analytical and communications skills
  • Ability to juggle multiple projects, prioritize, and scale
  • 3-5 years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company, where you developed strategies on assigned accounts to fully leverage technology solution


For further information on this Digital Customer Account Manager role in Galway please contact Jenny Dore on 0212066287 / jenny@hero.ie

Check out all our open jobs on our HERO Recruitment website - www.hero.ie
Please Note: HERO Recruitment will not forward your details to any company without your prior approval



Share this Job

Our Clients

With a reputation across three decades in the making, HERO Recruitment continues to impress our clients and candidates with our passion and dedication to our craft.

See More

What people say

Our strong reputation for quality placements in key roles has earned us the status of agency of choice. HERO Recruitment’s commitment to superior service is what sets us apart from our competitors and has rewarded us with many exclusive and semi-exclusive client and candidate relationships.  Here is what our clients and candidates say about us…

See More

“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

“Merit Medical have partnered with Hero for the past 10 years. During this time we have grown our employee numbers to 630 employees. Our experience of working with HERO is that they have a personal client focused approach, they know the market and they can deliver on the candidates.  The medical device market is competitive and our company success is dependent on the quality of our people, we want the best there is in the market so we can grow and in turn offer development opportunities to our people. 

Mary Collins,
Senior Director, Human Resources Europe
Merit Medical

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King