Department - Customer

Working Pattern - 37.5 hours per week 

Location - Ruddington, Nottingham 3 days a week

Benefits - Benefits at Ideagen

DEI - DEI strategy

Salary - this will be discussed at the next stage of the process, if you do have any questions please feel free to reach out 

As a Senior Customer Success Manager, you serve as a named resource and trusted partner working with customers who seek to get the most value out of their Ideagen products. You will build strategic relationships with client stakeholders and internal account teams to ensure a high level of service throughout the customer journey focusing on key milestones, vision and strategy to drive value and growth. Through each engagement you will drive customer advocacy and loyalty, reduce attrition and identify opportunities for growth. 

- Serve as the primary point of contact and trusted advisor for designated customers, overseeing all Premier Success activities, customer experience, escalations, renewals, and growth initiatives.
- Build and maintain relationships with customers to support retention and growth. Mapping of stakeholders across the client's business to include users, decision makers, sponsors and executives into stakeholders across the Ideagen network of sponsors.

- Collaborate with customers to understand their growth objectives, delivering tailored Premier Success plans that provide proactive support and navigate challenges effectively.
- Clearly communicate the value of Premier Success to customers, ensuring they recognise the benefits and remain engaged with our offerings.
- Partner with internal teams to align messaging related to products, events, and marketing opportunities. Drive collaborative efforts across account teams to promote growth and address customer challenges and escalations efficiently.
- Occasional travel to visit customers on-site, further strengthening relationships and engagement.

- Proven experience in Customer Success, Account Management, Consulting, and/or Project Leadership, particularly within the SaaS industry or dealing with enterprise customers.
- Exceptional communication and presentation skills, with a capability to engage and influence at all organisational levels including Executive & C-Suite. 
- Strong analytical skills, enabling informed decision-making based on data and translating insights into actionable strategies.
- A track record of successfully driving customer retention and growth initiatives.

- Adaptable and able to navigate complex situations with a professional demeanor.

About Ideagen

 Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our   tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always    working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. 

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!