customer support
Posted 6 days agoCustomer Success Manager
at ENSEK
United Kingdom, United KingdomRemote
Responsibilities
- Drive product adoption across our customers ensuring users are actively engaged and extracting value from our products.
- Monitor usage metrics and engagement data to identify adoption gaps and expansion opportunities. •
- Guide customers through product capabilities, best practices, and use cases relevant to their business needs.
- Conduct training sessions and enablement activities to improve user proficiency and confidence. •
- Develop comprehensive success plans for each account including customer objectives, success criteria, milestones, adoption roadmap, and mutual action plans.
- Conduct regular business reviews (monthly/quarterly) presenting usage insights, value delivered and recommendations. •
- Align product capabilities with customer's evolving business needs and strategic initiatives.
- Identify customer pain points and collaborate with internal teams to address them proactively.
- Cultivate customer champions and advocates willing to serve as references, participate in case studies, or speak at events.
- Identify satisfied customers with compelling success stories and coordinate with marketing on case study development.
- Facilitate reference calls for sales prospects, coordinate customer participation in webinars and events.
- Document customer needs and communicate to product management with context on business impact and urgency. •
- Manage customer expectations regarding product roadmap and feature delivery timelines.
- Collaborate with Professional Services/Implementation on customer deployments, transformation and complex projects.
- Coordinate with Marketing on customer advocacy activities, content creation, and events.
Requirements
- experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture.
- Share customer insights across organization to inform strategy, product development, and go-to-market decisions.
- Project management skills with ability to coordinate multiple stakeholders and initiatives simultaneously •
- Problem-solving aptitude and ability to navigate ambiguity and complex situations •