Senior Customer Success Manager

Job description

 

Senior Customer Success Manager

 

Who we are

OpenCorporates is the largest open database of companies and company data in the world, with in excess of 160 million companies from over 130 jurisdictions. Our primary goal is to make information on companies more usable and more widely available for public benefit, particularly to tackle the use of companies for criminal or anti-social purposes, for example, corruption, money laundering and organised crime.

As a social enterprise, we are unique in this space, not just by advocating for a better, fairer, more transparent world, but also providing the tools and data to achieve that. We have led the world in making open company data a norm, and are an essential resource for journalists, anti-corruption investigators, law enforcement, and the wider business community.

OpenCorporates is a truly unique company, unlike any you’ll come across. Here’s why:

Our primary goal is to make the world a better place – working hard to make information on companies more accessible, more visible, more useful, for the public benefit.

We’ve bootstrapped our way from 3 million companies to over 135 million over the past 6 years, with a successful, sustainable business model, and are now poised for a major expansion.


 

Our Values

One team' spirit. We win together, we solve problems together and we have fun doing it.

Beat the odds, and change the world for the better. Our mission challenges existing companies power and anti-social interests. We need to win this fight and we will do it by fostering a user-first mindset, obsessively focusing on the delivery of client success and utility.

Collaborative learning and personal growth. We learn from each other, and strive to be better tomorrow than we are today.

Act fearlessly with pride and passion. Our work is hard – and matters. We trust each other to do our best, to innovate and to take pride in our work. And we support each other when we fail.

If this appeals to you, get in contact, and start making a difference to the world.

 

 

Requirements

The role

 

We are currently looking for an experienced Senior Customer Success Manager to join our team in London. This is a brand new position reporting directly into our Chief Commercial Officer and will be responsible for:

 

  • nurturing relationships with key strategic clients and accounts, (making sure they are utilising our product effectively and overcoming technical/data queries effectively).
  • Improving onboarding processes by creating seamless implementation plans for customers
  • Ensuring seamless client service and delivery operations (through best in class processes including data delivery, helpdesk response and some technical support).
  • Troubleshooting and problem solving with customers and learning together (driving an increase in adoption, improving utilisation and taking responsibility for minimising churn)
  • Lead development of guide sand documents to support client success
  • Requirement gathering and feeding client needs into product development
  • Providing valuable and actionable insight to the wider team (client concerns, areas for improvements, data/tech deficits etc)
  • Creating a best in class HelpDesk/Support function to create seamless first line response to queries
  • Actively contribute towards market development work, e.g. working with marketing to create high quality collateral, spotting opportunities for client growth
  • Build and manage a small team covering Data Evangelism and HelpDesk
  • Acting as the key voice of the client for internal teams - tech, data and commercial

 

Requirements

 

  • 4+ years in a Customer Success role in a data heavy, tech environment (e.g data product, cloud/SaaS solutions)
  • Demonstrable experience scaling Customer Success functions and operations
  • Line management experience
  • Excellent communication skills both with internal and external teams
  • Customer focused - has the customer at the heart of all decision making
  • Proactive self-starter that is self-directed and able to solve problems and execute independently
  • Good understanding of technology and familiarity with technical concepts e.g. APIs
  • Strong analytical skills, with the ability to translate data into insights
  • Experience in a tech start-up, desired but not essential.

Benefits

  • Competitive salary depending on experience.
  • We offer 26 days holiday (plus public holidays).
  • We will add you to our pension scheme.
  • Are you interested in a conference, training course or book? You got it.
  • If you want to work remotely sometimes because kids, Amazon deliveries, plumbers, sick cat etc., that's cool.
  • Equal opportunities
  • We are an equal opportunity employer and value diversity at our company.
  • We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.