Responsibilities
- Partner with our customers to ensure effective onboarding - setting them up for success
- Create and execute a communications plan to engage effectively throughout the customer journey
- Partner with senior stakeholders to align strategy and build programs for customers, with objectives and measurable outcomes
- Collaborate with our product and customer support team to share new features
- Elevate our brand within our customer base mapping out upsell and cross-sell opportunities in partnership with sales to increase account penetration
- Monitor CSAT and resolve concerns with the assistance of internal teams
Requirements
- Proven experience & tenure in senior Customer Success, account management, or equivalent within a SaaS environment.
- Exceptional planning, presentation, and written communication skills.
- Experience in implementing customer solutions and client management
- Experience in project management with a proven track record of managing multiple projects to completion, along with excellent planning and organisational skills
- Ability to maintain a high-valued outcome-based relationship with a diverse customer profile base
Nice to Have
- Experience in Cybersecurity or Cyber Risk Management
Benefits
- Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and your birthday off
- The longer you are with Immersive, the more holiday days you get, up to a maximum of 30 days after five years of service
- Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, private healthcare plan and more
- Career and learning development through the platform, a dedicated professional development fund and our ‘Learn Anything’ fund - which enables you to learn anything that’s not work!
- Recognition & Rewards for doing great work and living our values and behaviours
- Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours
- We have a vibrant team culture with team events throughout the year. Our socials have included everything from pottery painting and paper mask making, to dungeons and dragons!
Additional Information
- Getting there is easy: we’re based in the centre of Bristol, just a 10 minute walk from the train station. We also offer railcard loan and cycle scheme to buy a new bike
