Customer Success Manager, Loqate
About the role
We are seeking Customer Success Managers to join our dynamic team at GBG. Our mission is to enable safe and rewarding digital lives for genuine people everywhere. We offer a comprehensive suite of solutions that leverage diverse and reliable data to verify identities and addresses, helping businesses connect with more genuine individuals.
Responsibilities
Own the customer onboarding process to ensure a smooth implementation and quick time to value
Design and measure health metrics and implement improvement plans as required
Build relationships with existing contacts and identify new contacts to deepen engagement
Responsible for contract renewals including revenue retention and growth
Craft and execute key engagements during the customer lifecycle including business reviews, internal account plans, and renewal engagements
Proficient in GBG's solutions and the value they provide across various use cases
Leverage internal tools to monitor daily volumes to identify any peaks/valleys within current solutions and facilitate appropriate actions and resolutions where needed
Requirements
Previous experience working directly in customer-facing roles including day-to-day and senior level engagements
Passion for providing a best-in-class customer experience
Ownership and management of customer meetings including business reviews
Development of customer account plans and/or SWOT analysis
Ability to translate data into compelling success stories
Proactive mindset in identifying solutions for customers and ability to manage through execution
Interest in product capabilities and how to apply them as solutions for customer needs
Agility to work in grey areas and apply an entrepreneurial mindset to tackle new challenges
Curiosity in new ways or operating including leveraging AI to provide value to our customers quicker and more efficiently
Familiarity working with Microsoft Office, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms
Experience in location addressing or related industries such as fintech, banking, gaming, lending, insurance, retail, or technology is a strong plus
Qualifications
Mid-Market CSM: Experience managing a portfolio of Mid-Market accounts, driving customer engagement and value realization at scale, and strong organizational and prioritization skills across multiple customer relationships
Enterprise CSM: Experience supporting Enterprise or strategic accounts, proven success partnering with executive stakeholders, ability to navigate complex organizations and influence strategic business outcomes, and experience building executive business reviews and long-term account strategies
Skills
Previous experience working directly in customer-facing roles including day-to-day and senior level engagements
Passion for providing a best-in-class customer experience
Ownership and management of customer meetings including business reviews
Development of customer account plans and/or SWOT analysis
Ability to translate data into compelling success stories
Proactive mindset in identifying solutions for customers and ability to manage through execution
Interest in product capabilities and how to apply them as solutions for customer needs
Agility to work in grey areas and apply an entrepreneurial mindset to tackle new challenges
Curiosity in new ways or operating including leveraging AI to provide value to our customers quicker and more efficiently
Familiarity working with Microsoft Office, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms
Benefits
To find out more, please contact behired@gbgplc.com. GBG is an equal opportunity employer committed to creating a diverse and inclusive workplace where everyone feels valued and empowered.