Customer Success Manager - EMEA
If you’d like to make the online world a safer place, come and join us.
About iProov:
iProov is the world leader in face biometric verification. We establish trust in remote users and deliver effortless, customer centric, device independent authentication tied to trusted ID credentials. We are on a mission to make the Internet a safer place for businesses and consumers.
Our unique facial biometric technology allows banks, governments, healthcare and travel providers to verify customer identity online and provide simple access to secure services. In 2020 we were recognised as a Gartner Cool Vendor and as the 5th fastest growing technology company in the UK by Deloitte. We work with leading customers & partners across a number of industry sectors worldwide - organisations using our technology include the US Department of Homeland Security, the UK Home Office, the NHS, Eurostar, the Australian government, the Singapore government, ING and many more.
Our flagship Genuine Presence Assurance technology continues to solidify its global market leadership, with verifications growing at a consistent rate of 25% per month worldwide. This has been driven by demand from organisations needing to verify the identity of online users to prevent fraud. iProov’s patented technology assures the genuine presence of an online user to ensure they are the right person, a real person, and authenticating right now.
Diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together. We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our purpose.
The Role:
As a CSM, you will play a key role in driving product adoption, business outcomes and success for our customers. You should be comfortable engaging at a senior level, build a strong understanding of our customers and partners and become an internal champion of the business outcomes most critical to their specific business needs. You will be responsible for the health, product adoption, retention, and growth of your portfolio of customers and partners
You're joining us at an exciting stage in our journey, and will have the opportunity to create impact, deliver on your ideas, and use your experience and expertise to help iProov and our customers achieve success.
Responsibilities:
- Understand the entire customer experience.
- Act as the primary point of contact, internally and externally through the customer lifecycle.
- Drive customer satisfaction, customer retention, and overall health scores, including but not limited to revenue retention targets.
- Manage a full book of business while prioritising efforts based around health of the customer and renewals.
- Build out and implement customer success plans.
- Identify and qualify growth opportunities to drive strategic expansion and growth
- Build and maintain relationships with all internal and external stakeholders
- Be an advocate for customers internally by turning customer insights into actionable feedback to internal teams (Product, Engineering, Technical Support, etc)
Desirable skills, knowledge, and experience
- Customer Success Manager experience or similar customer facing role servicing partner based, B2B, enterprise accounts.
- Ability to project/programme manage in a customer facing environment, while balancing time and competing priorities.
- Technical understanding on SDK and/or API applications is desired.
- Ability to align and coordinate internal teams and resources with customer needs.
- Ability to establish milestones and keep all internal and external teams updated.
- Exceptional communication, interpersonal and collaboration skills
- Self-driven and desire to meet and exceed expectations
Company Benefits
- Competitive reward package
- Shares incentive scheme
- 25 days Annual Leave, plus 8 Bank Holidays
- Vitality Health insurance (Gym memberships, Health Screening and Discounts)
- Life Assurance
- Award winning L&D platform to continue your development with personal allocated training budgets
- Pension
- A true flexible and hybrid approach to working
- Free Barista Coffee/Tea, biscuits and fruit in the office
- Access to any global WeWork office, their discounts, offers and online well-being sessions
Awards
- iProov Is Recognized as One of the World’s Most Innovative Companies in the CyberTech100
- U.S. Govies Government Security Awards! - Genuine Presence Assurance® won Gold (2022)
- iProov is listed in FT1000: Fastest Growing Companies in Europe for a third consecutive year
- iProov takes home Gold in 3x Cybersecurity Excellence Awards: Government, Financial Services, and Identity Proofing & Corroboration
- iProov wins Best Biometric Solution at 2021 Cyber Security Global Excellence Awards!
- iProov named winner of coveted Global InfoSec Award during RSA Conference