Enterprise Customer Solutions Manager

We are in search of an Enterprise Customer Solutions Manager to join our Customer team of strategic retail marketing experts dedicated to empowering our clients to leverage Ometria's Customer Data and Experience Platform for delivering exceptional customer experiences.

You will hold a pivotal role in driving value and success for your clients, reporting directly to the Vice President of Customer Success. Your responsibilities will encompass managing technical projects across a portfolio of our VIP customers. Your primary objective will revolve around nurturing C-Suite technical client relationships, ensuring maximum client satisfaction, and facilitating smooth technical project delivery to drive CRM revenue growth for some of the UK's most innovative retail businesses.

Key Outcomes:

1. Deliver Customer Retention :

• You will champion customer retention by proactively identifying and resolving technical challenges that could lead to negative sentiment, ensuring seamless project delivery, mitigating sentiment risks, advocating for clients, and communicating updates on technical integration wins and obstacles.
• Scope and deliver success technical projects :
• You'll maximise customer value with Ometria by efficiently addressing needs by scoping and delivering solutions, peer validation, demonstrating platform expertise and tailored communication throughout.
• Build and maintain client champions :
• You will strengthen client relationships, align aspirations, enhance visibility, and maintain trust through consistent delivery resulting in positive sentiment.

Key Responsibilities:

• Data audits - proactively drive integration and data accuracy success by providing comprehensive integration and data audits to clients, presenting opportunities to improve their tech stack and integrations with Ometria.
• Pre-emptive remediation - proactively preempt customer escalations and challenges by recognizing signals in sentiment risk and flagging customer challenges to Customer Success for remediation.
• Assist CS - Work collaboratively with Customer teams by providing insight and support when they have technical questions and readily joining other teams in speaking to their clients when needed.

Competencies and Experience:

• Minimum 5 years of technical account management experience in an enterprise software organization, preferably in the Retail and Ecommerce space.
• Exceptional Communication skills, adept at confidently presenting robust and thoughtful solutions to clients, and communicating effectively with diverse stakeholders, including C-Suite executives.
• Strong Client Management and Relationship-building skills, with a proven track record of delivering first-class customer service and exceeding client expectations.
• Data Literacy, comfortable working with and interpreting data sets to derive insights and build compelling narratives.
• Technical Understanding and Communication Proficiency, with the ability to adapt communication to stakeholders and a solid understanding of technical aspects relevant to Ometria's partnerships.
• Meticulous Prioritization and Self-Management skills, thriving in fast-paced environments and effectively managing multiple tasks under pressure while contributing collaboratively to ideas and initiatives.

Benefits

• 30 days holiday + 1 day on your birthday (plus bank holidays)
• Mental Health Support (Spill, Calm)
• Cycle to work scheme
• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
• Professional Development Fund