Enterprise Customer Success Manager

Feefo helps both consumers and businesses make the right decisions.

Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake-free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.

We’re a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too.

We are proud to work with companies, large and small, from household names to local heroes.

To learn more visit: www.feefo.com, LinkedIn, and Twitter.

Requirements

The Enterprise Customer Success Manager responsibility will be to create a blueprint for best practice for how our Enterprise clients can obtain the best return on their investment. Retention and growth will be a key performance indicator of your success while developing and expanding key strategic relationships within the customer base.

You will have a creative flair for problem solving working closely with our Sales, Implementation and Product teams to achieve the company’s objectives and commercial goals for each account. It is expected that the individual will provide our customers with a range of dynamic solutions that will deliver high-impact business value through an excellent customer experience.

This role will suit someone with extensive experience from a digital agency and who is comfortable explaining and leveraging technical capabilities within this space to drive continuous customer improvement.

Responsibilities:

Building Strong Customer Relationships:

• Cultivate and develop relationships with multiple stakeholders across various operational, technical and commercial stakeholders to drive revenue growth.
• Take ownership of the customer relationship, ensuring the execution of our value proposition aligns with customer expectations.

Renewals and Upsell:

• Ensure timely completion of renewals in accordance with our established CRM processes.
• Achieve revenue upsell targets by identifying opportunities to enhance customer engagement through additional products or service working with the Sales Team
• Utilize data-driven insights to optimize customer engagement and identify opportunities for cross-selling opportunities

Account Planning and Strategy:

• Provide consultative advice to customers, guiding them on maximizing the return on their investment providing best practice on the use of our platform.
• Develop and maintain strategic account plans that foster the growth and development of customer accounts.
• Conduct monthly and quarterly business reviews, identifying areas for improvement and proposing solutions aligned with customers' business needs.
• Continually identify and share innovative ways to utilize our technical capabilities that align with customers' business objectives.
• Clear communications skills, capable of addressing both technical and non technical audiences

Product Expertise and Adoption:

• Become a product expert, acquire a deep understanding of our solutions and the technical capabilities to drive usage of the platform.
• Ability to grasp full functional capabilities of the platform and understand its place in the market.
• Deliver comprehensive training to customers and ensure they understand product updates and enhancements.
• Focus on increasing product adoption among additional stakeholders, providing guidance and support for seamless integration into their back office platforms.

Issue Resolution and Customer Satisfaction:

• Proactively identify and correct any issues that may impact customer satisfaction or retention.
• Act as a trusted source of knowledge, demonstrating a genuine interest in the customers' sectors.
• Work collaboratively across the organisation to troubleshoot technical issues

Skills & Experience:

Must Have:

• 5+ years of customer success experience with a focus on global/enterprise accounts ideally within a digital or data environment
• Previous experience in managing and coaching team members
• Proven ability to prioritize and manage multiple projects in a dynamic environment
• Excellent negotiation skills and ability to work within tight time frames and under pressure
• Proficient in creating and delivering compelling presentations for technical products
• Excellent verbal and written communication skills, comfortable working in a technical environment
• Experience using a CRM platform for pipeline management. We use Dynamics
• Ability to nurture relationships, build stakeholder connections, and collaborate successfully across operational departments
• Positive attitude, team player, adaptable, resourceful, and self-starter
• Good understanding of operational processes with excellent commercial awareness
• Consultative approach to problem-solving and execution of customer issue resolutions

Qualifications & Training:

• Essential – Relevant Degree
• Desirable – Second language
• Desirable – previous experience working within the following sectors; Travel, Retail or Automotive
• Basic working knowledge of web technologies and web-based languages eg Javascript, HTML CSS

Benefits

Hybrid Working & Offices

• Feefo offers a hybrid working pattern (Monday & Fridays at home, Tuesday - Thursday in office)
• Offices in London, Petersfield, Boston and Melbourne
• Lots of breakout space and common areas
• A pool table tournament & footie team
• A committed and expert senior leadership team driving the growth of Feefo with new products and tech as force for good
• Be a part of a 100% privately owned company – owned by Vespa Capital

Perks

• As well as a comprehensive benefits offering, there’s a whole suite of perks you can choose from on our benefits platform including health (e.g. free flu jabs and eye tests), wellbeing, childcare and lifestyle options
• Be a part of one of working groups including charities, CSR, wellbeing & mental health, socials and shape our programmes
• You’ll be working in a global, scale-up environment with a commitment and focus on celebrating our diverse and inclusive environment
• Opportunities for career enhancement, development and progression

Values

At Feefo, we are committed to creating an environment where authenticity, inclusiveness, and a client-centred approach are at the core of everything we do.

• Authenticity – We believe in being true to ourselves and our values. We encourage our team members to bring their whole selves to work, fostering a culture of transparency and integrity.
• Inclusiveness – Diversity and inclusion are not just words for us, they are fundamental principles that guide our actions. We are dedicated to creating a workplace where every voice is heard, and every individual is valued.
• Client-Centred – Our clients are at the heart of our business. We prioritise their needs and strive to exceed their expectations by delivering personalised, high-quality service in every interaction.

If you have any questions about the position, please send an email to people@feefo.com and a member of the team will be in touch.