Job Information
Zeelo Senior Customer Success Manager in London, United Kingdom
Senior Customer Success Manager
Location: London
Reporting to: Head of Customer Success
About Zeelo:
Zeelo is an Enterprise TransitTech company that provides software and services to organisations with a mission to empower opportunity through sustainable transportation.
Our core values are Trust, Efficiency and Drive.
Today Zeelo has 130+ employees, completes 500,000 rides per month and serves clients including Amazon, Ocado, Asos within our Commute vertical, and over 75 schools within the Education vertical.
We have developed a best-in-class technology platform that connects organisations with riders and operator partners consisting of a route optimization platform, mobile apps and operations management system. Our software and managed services improve service levels, enhance bus occupancy, minimise CO2 emissions, reduce costs and streamline administrative processes.
About the role:
As a Senior Customer Success Manager you will be responsible for managing a portfolio of Zeelo clients across both the Commercial and Education verticals.
You can watch these short videos to better understand the services we provide to clients in the Education (https://vimeo.com/810524829) and Commute (https://vimeo.com/752579315)verticals.
Objective:
To ensure the success, satisfaction, and retention of Zeelo's clients by driving value through tailored mobility solutions, optimizing service performance, and fostering strong internal and external partnerships that lead to account growth and retention.
Role responsibilities:
Set the overall vision and strategy for your enterprise customer base, working closely with other cross functional teams in development and execution
Manage renewal pipeline and provide accurate forecast reports
Display strong judgment in contract negotiations and financial decisions, protecting and enhancing company interests and net revenue
Identify and nurture opportunities to expand the commercial activities within an account
Proactively identify, plan and execute against risk to achieve targeted client retention and client health scores
Work on strategic internal projects to help build Customer Success processes to benefit both internal team and clients
Work with clients to identify specific metrics of success; track and communicate progress on an ongoing basis
Developing and maintaining a solid network of contacts across your portfolio
Build and foster strong cross-functional working relationships with Sales, Operations, Marketing, Product and senior leadership
Ensure client expectations are met, activities are prioritised efficiently to deliver top tier service and support
Relentlessly looking for new ways to deliver value to our clients, using data to make optimisations and providing world class support
Analyse customer insights, client/rider feedback, product data and market trends to identify opportunities for improvement in collaboration with Product
Have a complete understanding of Zeelo's service offering in order to continuously find smarter solutions to client needs as well as maximising client understanding and usage of the platform
Act as a leader amongst your peers, sharing best practice and case studies from your own portfolio as well as being vocal in team meetings to ensure those around you grow
About you:
Confident managing high value accounts in a strategic manner, and able to demonstrate high growth within your portfolio
Commercially-minded, able to understand the client's needs and be smart in how we shape and present the solution
A deep understanding of client success principles, with the ability to build trust and manage relationships at senior levels within enterprise organisations
Excellent communicator, able to establish strong relationships, and communicate effectively at all levels of an organisation
Strong collaboration skills to work with cross functional teams to drive toward account specific business goals
Ability to analyse service performance data, extract insights, and recommend actionable improvements to enhance client satisfaction and drive service efficiency
An independent and proactive self-starter; able to move fast and prioritise effectively across a variety of different tasks
