Senior Executive Customer Success

Role Summary: 

As a Senior Executive Customer Success, you will act as a strategic partner to our clients, ensuring they achieve maximum value from our solutions while driving commercial growth and maintaining high client satisfaction. You will be responsible for the client relationship from the onboarding phase through to renewal. This includes providing insights to drive action for our clients. This role requires a solid understanding of FMCG manufacturers and ecommerce. You must thrive in a high-paced environment and be organized and driven. 

Key Responsibilities: 

1. Client Partnership & Thought Leadership 

• Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending your contact network. 

• Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals. 

• Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies to position the company as a trusted partner. 

2. Commercial Success 

• Achieve a 15% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions. 

• Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates are provided to leadership bi-annually. 

3. Operational Excellence 

• Lead the co-creation of client roadmaps, ensuring timelines are met and revisited throughout the year to accommodate changes. 

• Oversee the accurate and timely documentation of client information and files in interal systems, e.g. Dynamics. 

4. Innovation & Continuous Improvement 

• Influence improvement opportunities for tools or processes, collaborating with cross-functional teams.

Function: General Business
Experience Level: Mid-Senior Level