Manager, Customer Success (EMEA/APAC)

Manager, Customer Success (EMEA) - Remote

At The RepTrak Company, our purpose is to prove that saying and doing the right thing is good for business. This is at the core of everything we do. Our patent-pending proprietary RepTrak model is the global standard for measuring and analyzing the sentiment of the world using proven data science models and machine learning techniques across industries and geographies. Our longitudinal perception data, dating back over 20 years, makes it the only and largest platform database of its kind, collecting over 1 million company ratings per year, and used by CEOs, CCOs, Boards, and Executives of Fortune 500 clients in more than 60 countries worldwide.

Subscribers to the RepTrak Program use our predictive insights to protect business value and increase their positive impact on society. We provide clients with data-driven insights on how to prioritize, implement, and prove the impact of doing and saying the right things. Addressing these challenges for today’s corporations – life after COVID, understanding how to enact DEI principles, ongoing high expectations around innovation and ethics – is our everyday work. It’s meaningful, and tied to what’s happening now as the world pivots away from shareholder capitalism and toward stakeholder capitalism.

The Role

We are looking for an enterprising, effective, and tenacious individual to join our Client Success Team. The Client Success Team – a component of our global Revenue team - is focused on client engagement and value attainment, retaining and expanding relationships with our current clients, and cross-functional collaboration. The ideal candidate will have a proven track record of success working in Customer Success, Account Management, or Customer Support in a SaaS environment.

Specific Responsibilities Include

• Customer Support & Engagement: Serve as a first line of client engagement to support RepTrak clients in EMEA and APAC regions via:
• Front-line Customer Support

• Client onboarding
• Platform training
• Proactive client engagement and outreach
• Client-facing resource development
• Synthesizing client health/engagement data

• Retention & Growth: Own a book of business within the EMEA and APAC markets, including:
• Securing renewals and growth of client accounts

• Owning client relationships, ensuring high levels of satisfaction
• Metrics management and thorough operations hygiene
• Work collaboratively to help identify and initiate solutions to problems facing our clients and our colleagues
• Leverage key internal technologies to surface insights about clients to help teams company-wide take effective action
  
  

Professional Qualifications Required

• Minimum of 3 years in Account Management, Customer Success or Customer Support roles.
• Exceptional relationship-building and communication skills
• An appreciation for the importance of corporate reputation, corporate communications, and branding
• Ability to work independently, seek out answers/solutions tenaciously, and strong solve-for-the-customer mindset
• Proficiency in Excel, ability to learn new technologies quickly
  
  

Work Location

This position is fully remote. Ideal candidates are located within the UK or Australia and able to work EMEA based hours.

All candidates must have their primary residence in a country where RepTrak has an entity open to hiring (Brazil, United States, United Kingdom, The Netherlands, Spain, Denmark, Australia). Any US based candidates are ideally located in one of RepTrak's core operating states (MA, CT, PA, NY, IL, GA, NH, or CA).

Some travel may be required.

Compensation

The role encompasses a compensation package including a competitive salary and an annual performance bonus plan. RepTrak offers a full benefits program including company holidays, paid vacation, and more.

The RepTrak Company is committed to diversity in the workplace and is an Equal Opportunity Employer. For more information, please visit our website at https://www.reptrak.com/careers/