VitalSource®, an Ingram Content Group Company, is currently recruiting for a Customer Success Manager to join our International team in Milton Keynes. As the Customer Success Manager, you will engage remotely and onsite with institutional, channel, or other customers, including post-sale, to ensure that their needs are met.  This person will also drive solutions, to maximize benefit to the customer and revenue to VitalSource.  The Customer Success Manager will also be responsible for relationship management, revenue retention, identification of areas for potential growth, and overall customer satisfaction.

Required Qualifications:

• Bachelor’s degree or directly related year for year experience
• 3 years account management experience

Preferred Skills:

• Experience with Project Management
• Presentations skills

Key Responsibilities:

• Ensures all aspects of the customer engagement and contractual obligations are executed successfully. This includes product and service implementation, billing/finance set up, content requirements and adherence to our service level agreement.
• Develops productive working relationships with all account stakeholders and engages regularly in both formal and informal capacities to stay abreast of current and future account needs.
• Provides oversight, engagement, and reporting, both internal and external, about account initiatives, needs and outstanding issues.
• Continuously monitors revenue, customer usage and support incidents to identify areas of risk and/or concern.
• Communicates company software’s current features, upcoming features and issues, outages or maintenance items, and also communicates customer feedback to the product managers for product improvement.
• Collaborates with the Account Executive to identify opportunities for growth of accounts through the introduction of new products, services and initiatives.
• Provides project management of customer initiatives and communicates clearly around progress ensuring timely delivery of our solutions.
• Prepares and provides reporting to internal leadership on overall account health and success based upon established metrics and criteria.
• Advocates on behalf of customer in communicating requirements to other internal departments, product management in particular, to achieve the highest level of corporate cooperation while balancing customer satisfaction with company priorities.
• Coordinates and participates in periodic strategic account meetings and others as deemed necessary. This could include quarterly and annual business reviews, end-user trainings, focus groups, etc.
• Maintains and regularly updates all pertinent customer information and details.
• Recognizes and responds appropriately to escalations and issues of high concern for the customer.
• Maintains expert knowledge of VitalSource business models, products, platform functionality, and operational protocol.
• Operates as part of a team responsible for ensuring the success of all customer engagements within an assigned territory.
• Provides superior customer service and support.
• Contributes to internal company initiatives with an eye toward process development and improvement.

Perks/Benefits:

• Competitive salary
• Generous holiday plus Bank Holidays
• Life Assurance
• Company Pension Scheme
• Company Sick Pay Scheme
• Continuous Professional Development and Training Opportunities
• Business Casual dress code, dress down Fridays
• Free onsite parking
• Free Hot drinks
• Snack and Drink Vending machines on site
• Gym Membership Corporate Discount
• Service Awards
• BUPA Medical
• BUPA Travel
• Company Bonus