Account Director - Customer Success

Eseye Guildford United Kingdom Customer Success
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Company Description

IoT technology is transforming our world – Eseye empowers businesses to embrace IoT without limits. We deliver innovative IoT cellular connectivity solutions that help our customers drive business value, deploy differentiated experiences, and disrupt their markets. Supported by a powerful partner ecosystem, we seamlessly connect devices across 190 countries, agnostic to over 700 available global networks. We do this by using disruptive technologies and services aimed at reducing the complexity around cellular connection management, providing ubiquitous connectivity services from device to cloud.

Position

The Customer Success (CS) role involves developing strong relationships with customers, connecting with key business executives and stakeholders, preparing reports for the customer and senior management and overall offering a best-in-class account management experience.


CS Executives also answer customer queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including but not limited to Marketing, Sales, Billing, Technical Consultancy, etc.) to improve the entire customer experience. Ultimately, a successful CS Executive should collaborate with our sales team to achieve revenue targets while keeping our customers satisfied and engaged with our products and services in the long-run.

Responsibilities:

  • Serve as the point of contact for all customer account management matters
  • Build and maintain strong, long-lasting customer relationships
  • Negotiate contracts and close agreements to maximize profits
  • Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Develop new business with existing customers and/or identify areas of improvement to meet revenue targets
  • Forecast and track key account metrics (e.g. revenue, support tickets, payment history, etc.)
  • Prepare regular reports on account status
  • Collaborate with sales team to identify and grow opportunities within the territory
  • Assist with challenging customer requests or issue escalations as needed

Requirements

Requirements:

  • Strong experience as a CS Executive/Account Manager reporting directly to senior management
  • Educational qualifications that demonstrate proficiency in English Language and Maths, with an appreciation of technology
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and management level
  • Solid experience with CRM software (e.g. Salesforce, Zoho CRM, MS Dynamics or similar) and MS Office (particularly MS Excel)
  • Experience delivering customer-focused solutions to customer needs
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Excellent listening, negotiation and presentation abilities
  • Uphold a strict level of confidentiality
  • Proficiency in collaboration and delegation of duties
  • Strong organizational, project management, decision making and problem-solving skills with a proactive approach and multi-tasking abilities
  • Exceptional interpersonal skills and a friendly and professional demeanour
  • The ability to act proactively and with limited direct supervision, while at the same time recognising when matters need to be escalated
  • Ability to organize a daily workload by priorities and to meet deadlines in a fast-paced quickly changing environment.

Other information

Company Benefits

  • Competitive salary and career progression
  • Company bonus scheme
  • Company pension scheme with 5% employer contribution
  • 25 days of annual leave, flexible hours, and regular social events
  • Income protection
  • Life insurance
  • Modern office environment in the Surrey Research Park, with free parking
  • Unlimited free Costa Coffee and a new on-site cafe at the research park.