Overview

Join to apply for the Senior Customer Success Manager EMEA role at Alida.

In this role as our Senior Customer Success Manager in EMEA, you champion the power of our platform to help organisations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will be supporting our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). You’ll be highly consultative and help to develop and refine customer success strategies and best practices, engaging with executives and handling more complex client issues and strategic accounts.

Job Responsibilities

• Account management: Develop and manage value-based relationships with roughly 12-15 customers.
• Maintain a real time understanding of your customers and their adoption of our platform.
• Develop and maintain Success Plans / Value Realization Plans as the blueprint for achieving the customers goals.
• Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities.
• Uncover risk or latent needs by driving discovery sessions and defining a long term account plan for growth.
• With input from your director, drive and manage all renewals across your book of business.
• Identify opportunities to cross-sell and upsell customers on additional solutions.
• Collaborate with your director and sales to grow outside of your day-to-day contact and create new relationships with new stakeholders or business units.
• Own renewal and expansion strategy, leading contract negotiations and forecasting across your book of business while keeping leadership aligned throughout the process.

• Be the leading advocate for our solutions within the customer organisation

• Inspire your customers to think strategically about how our platform can support their business needs.
• Understand the customer organisation and how our solutions can bring value to them, building stronger engagement and intelligence with their customers.
• Enable customers on best practices and the use and benefit of our solutions to ease the adoption of our platform.

• Act as key point of contact for customer relationships

• Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution.
• Provide exemplary service and support that delights our customers.
• Proactively look for risk indicators and get ahead of potential issues.
• Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded.

• Be the leading customer advocate within Alida

• Work with other Alida teams to deliver a world-class customer experience.
• Champion on behalf of your customers for improvements and advancement of our solutions.
• Identify customer adoption challenges and CSAT risks and other indicators of churn risk.
• Develop and manage remediation plans to alleviate customer challenges.

• Thought Leader on CS internally and externally

• Collaborate within Alida to identify opportunities to develop resources that advance solution adoption and customer success.
• Develop assets that assist with customer enablement (blogs, videos, best practices, etc.).
• Support local marketing initiatives (user group, industry event, webinar): content creation, attendance, presentation.

Desired Skills And Experiences

• Very strong command of English required and full professional fluency in French (native or bilingual preferred).
• Post-secondary educational degree.
• An Enterprise SaaS background from a fast-growing SaaS company is ideal.
• Minimum 4 years of experience in customer success, business development, management consulting or account management, or similar role.
• Post sales software experience as a CSM or Account Manager is highly desirable.
• Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing, etc.).
• Ability to manage and be accountable for your book of business.
• Excellent time management, organisational, and problem-solving skills.
• Strong initiative and drive to innovate.
• Ability to sell ideas and concepts.
• An ability to inspire others and lead with grace.
• Excellent written and verbal communication skills with strong attention to detail.
• Professional presence, presentation and public speaking skills.
• Gravitas, able to speak eloquently in front of senior C-suites and/or larger groups to gain credibility.
• Strong aptitude and passion for technology and ability/desire to learn new software.
• Proficient with Microsoft Office (PPT, Word, Excel) including skills for formatting and visually presenting information.
• A team player who likes to collaborate with others.
• Added value: Customer Experience and/or Insights background; experience setting up new programs for customer audiences.

Additional Information

• We are ideally looking for candidates based in London to be able to work two days per week in our office.

The Good Stuff

• Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry.
• Best-in-class company paid benefits including medical, dental, pension matching and more.
• Attractive annual leave policy: 28 days in the UK.
• Summer Fridays: Fridays off during July and August.
• Recognized as one of the Best Workplaces in British Columbia for 2024 by Great Place to Work.
• Recognized in 2023 as one of the Best Workplaces for Women.
• Recognized as a Top Employer by British Columbia's Top Employers 2023.

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation. Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale. Learn more at www.alida.com.

We can’t wait to meet you! We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself. At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included. We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future. Follow us at www.alida.com and engage with us on LinkedIn, Twitter and Instagram. Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact [email protected] so that arrangements can be made for appropriate accommodations. Alida takes your private information seriously. Review our Candidate Privacy Statement here to understand how we use and protect your personal information.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

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