Position: Customer Success Manager
Company: Global Talent
Category: Support
Experience required: 5y
English level: fluent

On behalf of Savannah Group GT is looking for a **Customer Success Manager**.

Savannah Group is a next-generation executive search firm working with Fortune 500, FTSE 350, Public, Private, and PE houses to solve their talent challenges and enable growth and transformation.

**In 2019, a small team at Savannah Group started working on a technology product called MapX**.

For the last year, we have been using MapX’s AI and data analysis capabilities to help HR and Executive TA teams better understand the executive talent market and identify high-quality and diverse talent.

We’re now making MapX available to in-house Executive TA teams starting in late 2023.

🐝 **Role Purpose** 🐝:
You will be a pioneer for our MapX product and drive our Customer Success function, and as part of a small team, you will be pivotal in bringing our ground-breaking tech to market. You thrive on interacting with clients and we see your role as split equally between strategy and operations.

**You will focus on ensuring that our clients are maximizing the value they receive from MapX and you will partner with them on their journey from initial interest and procurement to onboarding & training; support; business development and renewals**. You will drive the relationship with our clients helping them understand how MapX can support them in achieving their goals and growing their engagement with the product, platform and other services the broader Savannah Community can provide.

Your expertise in this field will drive our Customer Success function and you will champion best-in-class operating procedures and processes to support and scale **MapX**.

Key to your success is engaging in positive communication and feedback loops externally and within the team and the wider Savannah group. The MapX and Talent Intelligence team has an entrepreneurial spirit so you will be happy focusing on problem-solving and strategic thinking, which aim to deliver commercial outcomes.

🧠 **As part of the broader team there is a collective aim to** 🧠:
• Engage in Strategic Thinking: Understand how MapX supports the overall business strategy.
• Relationship Building: Forming strong relationships with clients, but also internally with our Researchers and Partners, ensuring they understand MapX and helping them to weave it into tailored solutions for their clients.
• Operational Delivery: Hitting deadlines, having a structured approach to project delivery, good use of resources around you, and engaging in strong communication with the rest of the team as well as optimising workflow for speed and accuracy.
• One Savannah: Act as a trusted partner to the team and wider Savannah community.

🛠 **Your Key Responsibilities** 🛠
• With responsibility for the MapX Customer Success function, you will devise our approach, process and procedures for our client lifecycle journey, focusing on best in class approach and helping to structure the team going forward.
• From a practical perspective, you will manage and enhance the end-to-end relationship with our clients; from being their first point of contact, onboarding and training….through to user feedback and product enhancement.
• You will organize and lead training and enable clients to embrace MapX’s functionality.
• You will create articles and a training library for our clients.
You will ensure existing content remains current through all changes to the data and product.
• You will be the MapX subject matter expert internally.
• You will act as the conduit for support for clients, passing to full tech support when needed.
• You will consistently provide a high level of customer service, responding to questions from internal and external customers.
• You will monitor discussions and proactively engage with our clients to build a strong user group community and crucially funnel into product enhancements.
• You will use your excellent communication skills in-person and through writing, tailoring messages to internal and external audiences.

🚀 **Your Key Skills** 🚀
This is a pivotal role and you will bring at least 3-5 years of experience, skill and knowledge within Customer Success, to our team.

You will be happy balancing implementing structure along with being hands-on. With responsibility for delivering across Customer Success strategy and operations, you will have either driven the function from a smaller, entrepreneurial environment or been instrumental in driving “best in class” change at a more established organization.

• The team is innovative and you need to be adaptable, flexible and motivated by working on cutting edge and evolving projects and technology. Embracing change and being comfortable problem solving independently will also be part of your suite of skills.
• You are collaborative but with sufficient experience to lead and be independent.
• You will have experience working within a SaaS product environment, ideally B2B, where you have had to be creative in building process and finding solutions.
• You have the ability to understand technical processes and write content that allows others to easily understand.
• You have excellent verbal and written communication skills with a keen eye for detail.
• Experience working across international markets, especially the US, would be additive.
• The team inevitably faces tight deadlines so you will need to be organised and happy to deliver. This requires excellent organizational skills, the ability to effectively prioritize, be proactive and work methodically & accurately to meet deadlines.
• You are a team player who is happy to pitch in where needed.
• Have excellent interpersonal skills as you’ll be dealing with our clients as well as working within the Savannah team.
• Have a can-do attitude and a positive mindset to finding solutions.

😏 **Key Behaviours** 😏
• Our Values at Savannah are essential to how we grow our business and govern how we interact with each other and our clients. We ask our colleagues to be collaborative; understand that communication is key; and genuinely thrive on teamwork.
• You will create strong, productive relationships with internal and external stakeholders.
• You will be comfortable working to targets and deadlines but with an ability to consider the wider picture.
• You will enjoy continuously learning both from colleagues and through keeping abreast of broader industry trends.
• You will bring your positivity, energy and ideas and thrive on adding value.
• You will have gained an ability to handle and manage conflict in a fair and reasonable fashion whilst working towards positive outcomes.
• You will have a clear vision of “what is right” which means that authenticity, respect and integrity are at the heart of what you do.
• We are committed to your continuous improvement and need you to be too. We want you to strive to deliver the best possible outcomes and be keen to develop your skills and knowledge as the organization grows.

🍩 **We go beyond usual perks…By working with us, you will get** 🍩:
• Health insurance. 
• Lunches coverage. 
• Psychotherapy assistance allowance. 
• Gym allowance. 
• Monthly education allowance for courses, training, books, and events.
• Vacation (18 working days a year), and sick leaves (up to 18 working days a year)

🪜 **Interview stages** 🪜:
• GT screening
• Cultural fit interview with Savannah Group
• Interview with the Managing Partner