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B2B Customer Success Manager

Resolver London Bridge and remote

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- Accord ODR part of the Resolver Group- 

About Resolver

As the UK’s most trusted free complaints website, Resolver works hard to champion better outcomes for everyone with fast, jargon-free issue resolution. We work across the consumer marketplace, providing advice and tooling to businesses, regulators, governments, and their customers.

The one million complaint cases our consumer platform processes every year provides us with a huge amount of valuable insight into complaints management, consumer behaviour, and impact on customer experience.

We have used this insight to develop a SaaS-based online dispute resolution product which enables organisations to manage their customers more efficiently, better support their vulnerable population, and provide better customer experiences.

The product is transforming and disrupting existing ways of working by automating existing administrative and communication tasks to deliver operational efficiency and increased transparency of the dispute resolution process.

We’ve just released the first version of Accord ODR, and we’re now looking to the future, with a bold growth roadmap. Our customers will need help in realising the full potential of the business change that accompanies its adoption.

To support this, we’re looking for a Customer Success Manager to join our team working on this flagship product designed for dispute resolution providers, law firms and courts & tribunals. You’ll be working with our Enterprise customers to build relationships and maximise the value of their software purchase.

People are at the heart of our business and our employees are no exception. Everyone at Resolver is unique and we foster a collaborative open culture, where you can bring the very best of yourself to work each day.

 

The role

What you’ll do

As our Customer Success Manager, you’ll be managing our enterprise clients - driving adoption and outcomes that lead to renewals, expansion, and advocacy across your portfolio.

You’ll partner with our clients to deliver positive outcomes, experiences, and growth for their business by:

  • –  Onboarding new customers to ensure they quickly understand and use the product to its potential
  • –  Management of B2B customers to drive adoption and outcomes that will lead to ongoing retention
  • –  Build positive and trusting relationships and advocate for the company across your portfolio.
  • –  Deliver and communicate ROI for our clients, throughout the customer lifecycle
  • –  Be the voice of the customer by leading and facilitating customer workshops to elicit ROI, use cases, workflows and configuration requirements
  • –  Consult with customers and influence leaders on any internal business and process change that may be required to maximise product value
  • –  Partner with Sales to develop an account plan and drive loyalty and usage and surface opportunities for growth
  • –  Collaborate with the engineering and development team to set up or configure our software platform as per customers​'s requirements and troubleshoot technical issues raised
  • –  Familiarise customers with how the product and new features help them realise additional business value, and champion our user-centric design approach
  • –  Line management of our Customer Support Lead
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About you

What we're looking for:

  • –  Extensive experience in Customer Success, Account Management, Business Development, or another client-facing role
  • –  Experience in working with complex, multi-divisional, and international customers
  • –  Strong management and leadership skills
  • –  Impressive executive presence and great communication skills
  • –  Ability to create structure in ambiguous situations and design effective processes
  • –  Bias for action
  • –  Passion for technology and for being a part of a fast-growing SaaS company​
  • –  Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • –  Fluency in English

Our Offer

We will offer you

  • –  A chance to design a product that has positive social impact
  • –  A competitive salary with an annual bonus
  • –  Pension scheme*
  • –  Private healthcare*
  • –  Smart and collaborative colleagues
  • –  A creative and relaxed working environment – we’re currently working remotely but we maintain a culture that keeps people connected and motivated

* Pension scheme and private healthcare are available after the completion of your probationary period

 

The Interview Process

To apply, send your CV and covering statement to holly@resolvergroup.com

Our interview process consists of:

  • Stage One: Conversation with our Recruiter, Holly
  • Stage Two: Interview with our Chief Operating Officer and Accord Product Manager
  • Stage Three: Interview with Chief Operating Officer & Chief Financial Officer​

Interested in working for Resolver? Apply now sending your CV and a cover letter that outlines your relevant skills & experiences. No agencies.

Resolver is committed to diversity. We consider qualified applicants without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex, and sexual orientation.

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