Overview
Senior Customer Success Manager at Nutritics.
Location: Nutritics LTD, 22C Town Center Mall, Main Street, Swords, Co.
Dublin, Ireland.
Work From: Hybrid.
Salary: €50,000 - €60,000.
Contract Type: Permanent full-time.
Number of positions: 1.
Nutritics is focused on making food information more reliable, more accessible and more valuable for our customers.
By connecting our customers and their customers to food information they can rely on, we can deliver our vision to be the world's most trusted food management software, delivering valuable insights to enable anyone to make better informed food choices.
Our product offering includes recipe management, supply chain management, menu publishing, ordering, dietary management and meal planning modules.
Nutritics has customers across over 100 countries, including some of the world's largest and most forward thinking food companies.
Customer Success Managers are responsible for building trusted, long term relationships with our customers to identify growth and upsell opportunities in collaboration with the Sales team.
You will represent the customer within Nutritics and Nutritics to the customer.
Key Responsibilities and Duties
Own the overall customer relationship within the business for all tiers of our customers as required by the business
Build long term, trusted relationships with our customers
Measurement and reporting of customer health and happiness
Collaboration with all teams within Nutritics to ensure the customer is at the heart of everything
Identify potential areas of growth and upsell for our customers and liaise with the Sales team to deliver them
Support the wider CSM team with knowledge and skills
Main Responsibilities
Identify key contacts, stakeholders; decision makers; promoters/ detractors within our largest customers & create bespoke plans to widen the reach within the customer business
In line with the above build long term, trusted relationships with the identified contacts
Introduce Executive Sponsors to key contacts where appropriate
Facilitate regular monthly or quarterly meetings with Enterprise customers, with at least 1 in person each year
Facilitate quarterly meetings with Major customers, with at least 1 in person visit a year
Complete ad-hoc check ins with customers to ensure they remain engaged with us
Understand customer business objectives and develop a plan to help them achieve them
In line with the above, ensure internal visibility of the plans and how the business can help achieve them
Create and manage customer relationship maps
Ensure Enterprise & Major customer RAGs are updated and maintained inline with the agreed process
Inline with the above attend internal RAG reviews for Amber & Red customers and own the action plans
Be part of the customer escalation process providing communications where needed & appropriate
Identify potential growth and upsell opportunities for customers and pass to the Sales team to deliver
Liaise with finance team on billing issues; notice periods; ad hoc invoicing queries
Liaise with the wider Customer Experience team to ensure everyone is aligned and aware of customer updates
Update system documentation to ensure accurate customer records are maintained that can be used by all of the business
Support the wider team with knowledge and support on challenging customers
Career Progression and Development
Recognition as a key part of the team that continues to deliver significant global growth - feel and see the impact of your individual contributions
Opportunity to learn from working alongside an experienced management team and market leading clients around the world
Bi annual performance review and individual career development plan
Key Skills and Competencies
The Ideal candidate will have
3-5+ years experience in Customer Success or Customer Service roles is essential for this role.
Ability to build and maintain strong customer and business relationships
A love for working with people and finding out how they work
Excellent communication and interpersonal skills
Good conflict resolution and problem-solving skills
Ability to take ownership and follow-through
Strong organisational skills with the ability to prioritise
Ability to handle multiple tasks at the same time
Strong technical skills and ability to adapt to new software and systems quickly
Experience in hospitality or food industry is preferred but not essential
Most Importantly
Being a people-focused Company, it's not just about the role, we are equally interested in you, both in terms of your career and as a person.
Everything we do here at Nutritics is with a focus on "team first" and our core values are real – they are driven by our CEO and are strongly held by everyone working here.
These values of
Team First
,
Open Communication
,
No Ego
,
Integrity
and
The Rocket
e allow us to be proud of what we do, help people to develop and retain our excellent culture.
We want our team to look forward to coming to work every day and this drives our culture and outlook.
Working with Nutritics
25 days annual leave (plus public holidays)
Training & Development Programmes
Excellent work life balance policies - Summer hours, Enhanced parenting leave options etc.
Generous personal Health & Wellbeing budget
An excellent remuneration package
Unparalleled opportunities to a rewarding & diverse career path
An experienced knowledgeable peer group
Location and Hours of Work
This position is a hybrid role with travel to your local office required on a regular basis.
This role will ideally be based in the UK.
The candidate will be required to attend their local office at least every two weeks (London for our UK team).
Additionally this role requires regular travel for customer related meetings.
Travel to the Irish office will also be required at times.
The candidate will be expected to work a minimum 37.5 hour week.
We work Monday to Friday with flexibility around start and finish times as long as core hours are covered.
Questions
Choice questions (type answer - YES/NO):
1. Are you legally authorised to work in either the UK/Ireland
2. If your eligibility is tied to a work permit, when does it expire?
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