Senior Customer Success Manager

Kalibrate exists to deliver the right insight, at the right time, to give organizations answers to their most challenging questions.

We’re partners in growth. We serve decision makers across location and fuel pricing in markets all over the world — from high growth emerging concepts to the most established international operators.

Our platforms and analytics solutions directly empower decision-making and provide clear financial value. These decisions help grow economies, create jobs, and improve the communities where we live, work, and play.

The Role

The Senior Customer Success Manager is responsible for a range of value-adding services that includes delivering a range of services to new and existing clients, owning the on-going business process relationship with clients post-implementation of Kalibrate software, and supporting the Kalibrate sales team to secure new clients.

As a recognized subject matter and industry expert, clients rely on SCSM’s to help them extract maximum value from Kalibrate software and services.

This role acts as the principle subject matter liaison between the client and the Support, Sales and Delivery teams within Kalibrate, leading with detailed understanding of the client/prospect’s business processes and the benefits that Kalibrate products and services can provide. As such, the role necessitates excellent skills in relationship building, communication, service identification & delivery and technical account management.

We're a data-driven company, we will use data to monitor our business performance, ensure our customers are getting the best experience, and inform the decisions we, and our clients, make.

In the areas of technical account management, the SCSM will own the responsibility for ensuring named clients continue to experience the maximum value derived from the use of Kalibrate software and its people. This entails managing and delivering consistent, regular reviews of software usage, supporting deeper engagement with the tools and identifying requirements for further training and other capability-development services. The SCSM is responsible for ensuring conversations are driven such that they uncover any potential risks to renewal or confidence in the software’s capabilities and value proposition.

In service identification & delivery, the SCSM will work with new & existing clients to identify opportunities for Kalibrate consulting services, define the scope of said services and lead the engagement with those services, making use of and leading other Kalibrate resources as needed.

At times, this role could be involved in Pre-Sales. In pre-sales, the SCSM will assist in the discovery, product demonstrations/proof-of-concept activities, financial benefit analysis and the presentation of a compelling business case for investment, working in tandem with a Salesperson and a Solutions Consultant. You may also be required to participate in the preparation of RFI/RFP/Tenders as well as preparing Statements of Work for your clients.

A SCSM is expected to have, and communicate, relevant industry knowledge (fuels, convenience retailing & downstream oil & gas operations) and experience of pricing practices and processes.

Communication with international regional office personnel during non-business hours as required.

What would we like you to bring to the table?

• Experience of working within – or delivering services to – the fuels & convenience retailing, downstream oil & gas or grocery retailing industry sectors
• Experience using SaaS and hosted environments
• Spanish language is required, Portuguese is considered a distinct advantage
• Highly developed English skills both oral and written
• Effective interpersonal skills including well developed oral and written
• communication skills
• Strong relationship management skills and the ability to build and maintain
• effective working relationships with clients at both user and senior management
• levels
• Strong time management skills and the ability to respond well to time pressures
• and deadlines
• Demonstrate resilience and the ability to influence and collaborate with internal
• teams whilst under client pressure
• Self starter able to work autonomously while flagging need for additional support
• when required
• Extensive travel may be required.

Desirable Skills & Experience:

• Business-to-consumer retail pricing experience is considered a distinct advantage
• Pre-Sales engineering, consultancy service delivery or business analysis skills gained
• in a commercial software environment
• CRM Experience, in particular Hubspot

Qualifications:

• Degree standard in Business, Management, I.T. or Analytical subject or relevant experience is required

If this is you, then click that apply button!.