When our client made the switch to a tech only provider much research was done to work out what the Project Manager/Account Manager role might look like. Running a subscription model, as they do in a SaaS business, means that a key measure of success is reduced 'churn' and therefore the proactive management of churn is essential. Clearly establishing required outcome and delivering to desired outcome is key. The onboarding process and defining success milestones offers our clients' the opportunity to remain engaged with their client every step of the way. This way they will always know when the client business needs are changing, expanding, and be ready, proactively, to introduce new products and maximise upsell opportunities or re-train in key functionality most relevant to the client needs. In a SaaS business, getting the sale is the starting line and not the end goal.The customer's proficient and continued use of the product maintains engagement and therefore subscription fee.
With the departure of the current Customer Success Manager at the end of June 2019, they have an opportunity to look at the commercial function and begin to prepare it for a ramp up of the Nucleus portfolio and the introduction of additional product offering. They would propose now clearly define the Customer Success Manager role of managing the client relationship end to end. Then supporting this with amore tech focused Customer Success Engineer/Specialist role. Someone who understands the product and what it can do technically within each target organisation in order to 'solve the problem' they are presenting.
If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.
Apply Now Chat on WhatsApp Chat on Messenger
Back to Jobs