Job Description
The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers’ success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.
But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuse’s foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. It’s an exciting time to become a key member of our growing team.
Cayuse entered the UK market through an acquisition in 2021.
About the Position
Ensuring customers are meeting their desired goals and are highly satisfied is at the core of Cayuse’s beliefs and values. As such, we are seeking Customer Success Manager to own all customer related activities and outcomes across the board. This role manages the customer relationship starting on sales hand-off throughout their lifetime with Cayuse, ensuring they continuously meet their goals, desired outcomes, improve adoption, retention, and expand their relationship with us.
Your Impact
- Drive Customer Success activities and outcomes for customers across the UK, Europe and Middle East
- Increase renewal rates and reduce churn
- Manage the renewal contracting process with current customers
- Identify and execute the sales process for opportunities to up-sell current customers
- Influence future lifetime value through higher product adoption and overall health scores
- Inspire and re-iterate company-wide culture of Customer Success
- Be the customer’s voice across teams by partnering with Sales, Marketing, Product, Professional Services and Finance Teams
- Collaborate with our Marketing team to ensure timely customer communications such as a customer newsletter and user groups
- Collaborate with our Marketing team to ensure identification and development of customer case studies
- Attend trade shows and events as needed to support the UK market
- Partner with customers to develop a post implementation ROI review that utilizes standard metrics measure by customer before, during and after implementation
- Partner with UK Sales Executive for collaboration customer meetings and projects as needed
- Additional responsibilities as required to meet the overall goal of the role to protect and grow customer revenue in the UK, European and Middle East market
Your Qualifications
- You are someone with strong empathy for customers, and a drive for growth
- You have the ability to influence through persuasion, negotiation, and consensus building
- You possess an analytical and process-oriented mindset, coupled with communication and presentation skills
- Successful track record of growing customer revenue through selling additional products
Your Experience
- Bachelor’s degree; preference for computer science, business, communication or related degrees
- You have a combined background in post-sales, sales experience, and contract negotiations
- You hold an understanding of value drivers in recurring revenue business models
- You have knowledge of Sales and Customer Success tools (preferably Sales Force & Churn Zero)
- You have the desire for continuous learning and change management
Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. We’re proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.
Date Posted
02/02/2023
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7
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