Senior Customer Success Manager
Location: UK (London office: Liverpool Street)
This is a Remote Flexible role meaning that while it is contracted to the London office there is flexibility to work from home the majority of the time. The team currently meets in the London office once a month for team working and adhoc events such as interview days, onboarding and training. You can find out more about our approach to Remote Flexible working here
Who are we?
Ometria is a customer data and marketing platform that helps retailers increase CRM revenue by sending personalized marketing messages throughout the customer journey.
Our solution combines the data unification and customer insight of a CDP with a cross-channel marketing orchestration platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.
We are trusted by the fastest-growing retail brands in the world such as MADE.com, Hotel Chocolat, Pepe Jeans and Feelunique.
We have a team of over 100 Ometrians based in London, New York and Southampton and have raised £25m from leading venture capital funds across the world such as Octopus Ventures.
You will manage relationships with our enterprise clients, helping them to drive real value from our platform. You will become an expert in email marketing for ecommerce, able to advise our clients on best practice.
What you'll be doing:
Managing client accounts - you will build strong relationships with your clients, positioned as their trusted advisor, helping them drive maximum value through our insights and automation. We will expect you to stimulate high NPS scores, and generate contract renewals and references / case studies.
Education - you will become an expert in both the Ometria platform and ecommerce marketing strategies. You’ll run customised training sessions and ensure that clients have access to the information and tools needed to generate revenue.
Data analysis and strategy - you’ll analyse customer data sets to generate insights and performance reports. You will use this information to provide recommendations to clients on how they could better utilise Ometria to increase revenues.
Stakeholder management - you will work productively with internal teams, continuously providing input to product / engineering / project / support teams on how clients are using the platform, and how we can improve it.
You will help interview, onboard, train, mentor, and monitor new team members.
You will design and maintain training documentation, identifying and addressing knowledge gaps.
You will regularly seek feedback from the team on what is and isn’t working, and you will suggest initiatives that tackle pain points, increase productivity, and promote happiness across the team.
You will participate in product update meetings, and ensure that updates from these sessions - along with other important company updates - are shared and understood by the rest of team.
You will work with other teams as required, acting as a subject matter expert and inputting into process improvement initiatives.
Experienced - you have proven experience managing enterprise clients within a SaaS environment. Any previous experience within email marketing/ ESP is a bonus
Excellent communicator - you can communicate confidently and authoritatively with a wide variety of stakeholders.
First class customer service skills - you know how to make clients happy, and go out of your way to achieve this.
Data literate - you are comfortable working with, manipulating and interpreting data sets, and have experience working with tools such as Excel.
Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.
Proactive learner - you have an interest in both technology and ecommerce, and are willing to do what it takes to become an expert in email marketing.
Why join Ometria?
One of our values is “It's awesome to be here”, here are some of the reasons we love working here:
Team of amazing people
We are committed to hiring the right people and maintaining our culture as we grow.
Making sure you’ll have an impact
We’re solving interesting challenges and you’ll have a say in how we solve them.
Supporting learning and development
We’re in this together and want you to become your best and feel supported as you do so. We want all Ometrians to be able to continually learn and grow in their roles
Going above and beyond to help each other
We’re all part of the bigger picture. We love helping each other and celebrate success together.
The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment.
We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, age, family or parental status, national origin, veteran, neurodiversity status or disability status.
30 days holiday + 1 day on your birthday (plus bank holidays)
Mental Health Support (Spill, Calm)
Cycle to work scheme
Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
Professional Development Fund