Customer Success Manager

We’re looking for a Customer Success Manager to join us here at Sign In Solutions. As our Customer Success Manager, we are looking for someone with a background in enterprise customer relationship management, dedicated to providing impactful solutions that result in highly successful accounts enabling strong adoption, renewal and upsell.

This is a hybrid role based in Northampton.

About Us Sign In Solutions is the innovative workplace enablement partner that goes beyond traditional visitor management, combining the comprehensive software and real-time analytics modern organizations need to mitigate risk, elevate experiences, and empower people. Launched in 2021 with funding from PSG V, Sign In Solutions acquired Sign In App, Sign In Enterprise (formerly Traction Guest), Sign In Compliance (formerly ThreatSwitch), Sign In Workspace (formerly Pronestor) , Sign In Scheduling (formerly 10to8) and Sign In Central Record (formerly SCR Tracker)

Culture: Culture is important at Sign In Solutions. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are:  Customer 1st  Respect & Dignity  Accountability & Empowerment  Honestly & Positivity  We're Here To Win Do Good & Give Back

Skills

• 3+ years of experience in a customer relationship management role in a B2B SaaS based environment
• Previous experience working with enterprise level accounts delivering exceptional customer advocacy and advisory
• Ability to develop and deliver messages and presentations to technical and non-technical audiences
• Strong verbal and written communication skills
• Ability to properly set expectations with customers
• Listen and understand the customer’s business problems/objectives and leverage product knowledge and experience to provide the best recommendation to meet their needs
• Ability to multi-task and manage a high volume of customer projects
• Meet deadlines for customer engagements and deliverables
• Leverage applicable systems and processes to manage customer projects
• Timely and consistent documentation of project history and key deliverables
• The ability to speak Danish or other languages is advantageous
• This position may require occasional travel

What You Will Be Doing:

• Proactively drive key milestones and outcomes as outlined by the customer and in alignment with the program framework
• Consistently execute against the defined account processes within the defined program scope
• Identify gaps that impact the customer experience, document them, and recommend potential resolutions
• Advise customers in the build and testing of their use case
• Deliver a superior onboarding experience to the customer by setting and meeting expectations
• Mitigate risks proactively to ensure timely execution
• Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
• Engage with cross-functional teams as needed to complete customer projects and/or drive program initiative
• Interface with VP and C-suite executives, both internally and externally, and make product and/or use case recommendations
• Stay current on product features and functionality, platform changes, and partner technologies by attending enablement sessions, product release meetings, and other enablement activities to improve product knowledge
• Contribute to the growth and evolution of the team by sharing customer and/or industry insights during meetings and driving new ways to improve the customer experience and/or drive better enablement for adoption.