Customer Success Manager: Online & Retail

Department

Employment Type

Work Arrangement

Location

UK/Europe-Based

The Customer Success Manager is responsible for ensuring customer satisfaction and the successful implementation of the Kiron suite of products and solutions. You will leverage your experience in collaborating with Sales, Product, and Marketing teams to coordinate, communicate, and deliver the best possible customer experience to our clients.

You excel in empathy and insight, truly understanding our customers and their needs. You have a passion for enhancing onboarding, growth, and engagement models for our customers. Your interests encompass sports, games, game UX, psychology, personalization, and player-centred experiences. You possess a strong motivation to deeply understand our products and effectively communicate their value to our customers.

As a proactive and self-motivated team player, you thrive in fast-paced environments with minimal oversight, always focusing on achieving results. You are a straightforward communicator who proactively shares information and demonstrates excellent written and oral communication skills. You listen attentively, create alignment by default, and can make tough decisions when necessary. You maintain a sense of urgency and pace, and people enjoy working with you.

Experience

• 3 - 5 years’ experience in a similar role, within the Gaming or B2B Tech industry.
• 3 years’ experience in a key account management role.
• Experience in sales or client relations and ability to influence key stakeholders at all levels of an organisation.
• Fluent English to communicate in writing and voice with customers globally.
• Use of a CRM system and Microsoft Office Suite skills.
• Agility, Perseverance and Tenacity
• Analytical & Problem-solving
• Self-motivated & Proactive
• Honesty & Integrity
• Negotiator
• Customer-centric
• Team Player

Qualifications

• Matric or international equivalent.
• National Diploma or University Degree (beneficial)

Required Outputs

• Manage customer accounts through building strong client relationships & understanding revenue numbers.
• Retain & grow customers to achieve targets.
• Coordinate integrations and implementations between internal & customer teams.
• Facilitate speedy support during and after implementations.
• Perform revenue analysis & implementation reviews.
• Audit customer sites to ensure Kiron products have pride of place and are using the latest marketing assets.
• Research territories and customers to facilitate growth.
• Ensure that integrations are complete and accurate.
• Perform compliance reviews.
• Leverage Kiron’s chosen CRM systems & tools to maintain client contacts & history.
• Contribute to CSM team projects designed to improve individual & overall CSM team performance.

Engage with stakeholders

• Ability to work in as part of the greater organisational team but also work independently.
• Build strong relationships internally & with partners, communities and customers.
• Maintain a customer-centric outlook and aid in the delivery of IT projects to market.
• Effectively communicate at all management levels with clients/stakeholders.
• Make recommendations to improve Kiron’s client service and performance with customers.

Self-management and teamwork

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• As this role is based remotely, proactive communication with global teammates is paramount to your success!