Customer Success Manager
About Us:
e-bate Limited was established in 2018 by Founder and CEO Leanne Bonner-Cooke MBE, following on from running a successful consultancy and software development business for the prior 12 years.
e-bate Limited is an early stage, very ambitious business. It has developed a SaaS software platform which will revolutionise the way companies maintain margins and increase revenues, through the digitisation and management of rebates, bonuses, commissions and a wide range of other incentives.
The business is currently going through a significant stage of strategic growth on our mission to become the #1 SaaS rebate management product globally, creating the need for an awesome Customer Success Manager.
Vision:
To be recognised as the global leader in rebate management.
Mission:
To be the #1 SaaS rebate management product globally, providing an outstanding user experience from implementation through to product support.
Our Values:
We are one team that operates with pride and passion, always innovating for our customers.
One Team: We are a family, we support and respect each other. We work hard, but we enjoy ourselves along the way. Our work / life balance is important to us
Pride: Pride in our expertise and in everything we do. No one offers the same high level of professional and tailored service to our clients that we do.
Passion: We are passionate about what we do. We have no fear. We strive to provide a best in class service.
Innovative: We are always looking forward. Continuously improving and perfecting the product based on customer feedback.
The Role
Are you ready for the next step in your career in a well-funded SaaS business, born out of an international multi-award-winning software consultancy?
As part of our on-going growth e-bate is looking to add a Customer Success Manager to its team to ensure that the needs of our clients are being fully understood and actioned. As a key member of the sales and support functions within the business we you will be responsible for crafting e-bate’s customer success strategies, building strong relationships with customers and collaborating with members of the e-bate board to ensure that we deliver a best in class customer experience.
This role is can be office or home based, with travel to our offices in Leicestershire for weekly workshops and strategy sessions.
What You’ll Do
- Own overall relationships with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention and high levels of customer satisfaction.
- Establish a trusted strategic advisor relationship to help drive continued value of the e-bate product and services
- Maintain and develop customer success strategies and best practices as well as customer support content with the help of the marketing team
- Communicate effectively with senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Introduce and maintain customer success metrics
- Work with the support team to ensure that support tickets are resolved in a timely manner
- Work with product owners to ensure that defects are correctly scheduled and that new feature requests are prioritised
- Implement, own and manage NPS scoring
- Work with the sales and marketing team to drill customer references and develop case studies
- Work with the sales team to identify revenue growth opportunities (new divisions/markets)
What we Need from You
- At least 2-3 years of experience within a Customer Success role
- Strong verbal and written communication, strategic planning and project management skills,
- Analytical and process orientated mindset
- Deadline driven and comfortable working across multiple departments/teams
- Previous experience of working within a SaaS organisation in a similar role
- Bonus – Knowledge of the rebate industryof SaaS applications in Azure
What do you get in return
- Competitive salary
- Role is predominantly remote (1 day in the office per month maximum)
- 25 Days Holiday
- Dedicated Personal Development Time
- Company pension scheme
Send your CV and a covering letter to enquiries@e-bate.net