Senior Customer Success Manager - Tech touch

• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment.
• Have the knowledge and relationships of all Blue Prism internal teams and Partners (including training partners) to be able to determine and mobilise the optimal resource for each improvement activity.
• Track all milestones related to Customer Success activities such that the overall progress of each priority customer's Intelligent Automation program can be closely monitored.
• Measure each customer's progress against industry standard benchmarks and report on progress to the Customer and the SS&C Blue Prism executive
• Identify potential case study material from customer success stories and liaise with marketing to get the ball rolling
• Monitor the likelihood of customers renewing their current contract and work with the Account Manager to instigate remedial action where required.

• Lead the user community to enhance customer engagement.

Competencies
• The ideal candidate will have experience of tech touch CSM at SaaS companies or IT vendors.
• Candidates with a strong project/program management and demonstrable consultative skills will also be considered.
• You will need to be a commercially astute team player who possesses excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy when managing stakeholder relationships across all levels in any organisation.
• Your problem-solving skills and technical aptitudes should allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.
• You will be looked upon to set an example for good working procedures and practices.
• Extremely well organized with the capacity to travel in addition to managing multiple customers remotely
• Flexibility to work in a rapidly changing, complex environment
• Proficiency in leading meetings and delivering presentations with excellent written and verbal communication skills
• Great attitude with the ability to foster a fun, productive working environment
• Ability to be part of a team or equally driven to build the customer relationships alone

Nice to Have
Experience as a Gainsight or other kinds of customer management platform administrator is desirable.