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Customer Success Manager

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Date: 05-Aug-2022

Location: Southampton, GB, SO16 7PX

Company: Lloyds Register

Role purpose:

The Strategic Account business currently represents ~$6.1m of annual revenue to i4 Insight. To ensure our business grows and we protect a significant proportion of this revenue, we require a new Customer Success Manager to support/manage both existing and new clients in Northern Europe.

 

Key Responsibilities:

Responsible for general customer care and ensuring high levels of service provision. To be the main point of contact for the customer as well as establishing personal contact with key influencing personnel and decision makers. Manage the customer relationship in its entirety and act as the interface between all levels both internally and externally. Ensure customers

a. Feel like a partner to i4 Insight, listened to, and more than a customer

b. Generate value from our products

c. Become advocates of i4 Insight

Mentor/coach other employees, as appropriate, to achieve effective knowledge transfer and application. Be the voice of the customer to ensure expectations are defined.

Ensure strategic relations are developed between and maintained between senior LR ELT, i4 Insight ELT, and the Head of Customer Success (Strategic Accounts).

Prepare and maintain Strategic Accounts Plans for each customer which will involve how to effectively manage the relationship and research to establish knowledge of the client such as business strategy, company structure, hierarchy and identity of decision makers and influencers. Health score tracking is also imperative.

Conduct reviews of Strategic Account Plans with the Head of Customer Success (Strategic Accounts).

Achieve agreed revenue targets to protect and grow business with existing customers.

Identify upsell opportunities within existing customers and update Hubspot accordingly. Work with the Head of Customer Success (Strategic Accounts) to ensure these opportunities have a winning strategy.

Work with the Client Delivery Team to onboard and provide continuous training to our customers.

Working with the customer, identify opportunities to improve the product and ensure these requests are communicated to the Product Management team.

Work with the Product Management team to conduct product reviews with customers and understand areas for product improvement.

Review the support ticketing system to ensure all support issues are being managed correctly, we’re responding to the customer in a timely manner, and where appropriate issues are being escalated.

Promote and communicate LR & i4 Insight products and services to customers directly, and arrange appropriate visits, presentations, and local seminars are required. This includes working with the Head of Customer Success (Strategic Accounts) on proposal preparation and presentation.

Monitor, report on, upload to Hubspot and disseminate as appropriate all customer meetings and visits as well as all aspects of competitor activity for each customer and general customer activity.

Mentor colleagues for best practice for customer interaction.

Pursue Continuous Professional Development and maintain a high degree of discipline knowledge and awareness.

 

Key Health & Safety Responsibilities:

Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health.

Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager.

 

Role Dimensions:

Number of direct reports:

0

Geographic area of impact:

North Europe

Size of budget responsible for:

0

Key stakeholders:

 

 

Technical / Professional Qualifications / Requirements:

Educated to degree level or higher. Maritime qualifications are advantageous

Experience working within SaaS based organisations.

Significant experience in Account management field, preferably in Marine & Offshore environment with an in depth understanding of sales and client care principles.

Significant experience in leading an Account management team or Sales team in a virtual/international context.

Strong commercial awareness. Ability to develop strategic action plans based on input from key persons.

Strong knowledge of financial, budgetary planning, business planning, reporting and management.

Strong team spirit. Excellent professional people skills to improve performance across the area of business.

Thorough understanding of the shipping market and marine environment to manage commercial focus and find new business opportunities.

Ability to communicate effectively at different levels within organisations and to influence successfully and openly at all levels – both inside our organisation and outside in the business.

Ability and understanding to participate, communicate, positively contribute and add value in marine & offshore supply chain and technical discussions with clients and LR colleagues alike.

Ability to understand and assess complex and sometimes unfamiliar situations, visualise solutions and see through to resolution.

Enjoyment of building relationships, with the ability to pro-actively drive development of a network of key relationships internally and externally.

Flexible approach to adjust role as the position develops.

 

 

Our Values:

We care

• We care about the safety of everyone.

• We respect each other and the wider communities we work in.

• We’re passionate about giving back to society, leaving the world a better place than we found it.

We care about each other, our customers and the environment.

We share our expertise

• We strive to be the leaders in our profession with unparalleled expertise.

• We’re committed to quality and work together to find the best solution.

• We’re inquisitive and curious and never stop learning to further our knowledge.

We share our expertise with each other, with our customers and with all of our stakeholders.

We do the right thing

• We’re independent and impartial.

• We show integrity in everything we do.

• We’re brave and courageous and we never compromise on standards or safety.

We do the right thing in every situation.

Diversity and Inclusion at Lloyd's Register: 

Together we are one Lloyd’s Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too. 

  

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The Lloyd's Register Group comprises charities and non-charitable companies, with the latter supporting the charities in their main goal of enhancing the safety of life and property, at sea, on land and in the air - for the benefit of the public and the environment. (Group entities).     


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