Customer Strategic Manager
As a Customer Strategic Manager, your mission is to ensure our customers' success and satisfaction from the initial onboarding through their entire lifecycle with our company. You will be a critical link between our customers and various internal teams, driving customer engagement, adoption, and retention.
You’ll be responsible for managing the entire customer journey, ensuring that our clients derive maximum value from our products, and helping to identify opportunities for account growth in partnership with Account Managers.
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You will collaborate closely with AM/KAM, PDE, Sales, and Support to ensure a seamless and positive experience for our customers.
- Customer Onboarding: Guide new customers through the onboarding process, ensuring they are set up for success and fully understand how to leverage our solutions to meet their business objectives.
- Customer Spend: Provide playbooks and strategies to drive customer spend on the platform. Measure and report on portfolio spend metrics, identify gaps and opportunities to further increase spend.
- Partnership with AM/KAM: Use customer insights to recommend additional products or services that would benefit the customer, helping to grow the account and increase customer value in partnership with Account Management/Key Account Management.
- Customer Relationship Management: Develop and maintain strong relationships with key stakeholders within customer organisations, acting as their trusted advisor and main point of contact.
- Account Health Monitoring: Regularly check in with customers to monitor their satisfaction and product usage, proactively addressing any concerns or issues that could impact their success or retention.
- Customer Training and Education: Conduct training sessions and provide resources to ensure customers are fully educated on the capabilities of our products and can utilise them effectively.
- Feedback Collection and Advocacy: Gather customer feedback and advocate internally for product improvements or feature requests that could enhance the customer experience. Identify key customers who can take part in Case Studies and Testimonials.
- Collaborative Problem Solving: Work closely with the support team to resolve any escalated technical issues quickly, ensuring a positive experience for the customer.
- CRM and Reporting: Keep detailed records of all customer interactions, account status, and progress in our CRM system, providing regular updates on customer health and retention metrics to management
- A successful Customer Strategic Manager is a versatile professional with a deep product knowledge, excels in building strong customer relationships, demonstrates clear communication, possesses market and customer knowledge, manages time effectively and drives customer adoption while recognising potential risks.
- Process & Project Management: Ability to design, implement, and optimise onboarding processes that ensure a consistent and efficient customer experience from the first interaction.
- Technical Expertise: Strong understanding of our product's technical aspects, enabling you to guide customers through setup, configuration, and initial usage without requiring extensive support.
- Customer-Centric Mindset: A deep passion for helping customers succeed, with the ability to understand their needs and align our solutions to meet their goals.
- Strong Communication Skills: Excellent verbal and written communication abilities, capable of conveying complex ideas clearly and effectively.
- Relationship Builder: Ability to build strong, trusting relationships with customers and internal teams, fostering a collaborative environment.
- Problem-Solving Ability: Proactive in identifying potential issues before they arise and adept at finding creative solutions to ensure customer satisfaction.
- Organisational Skills: Highly organised, with the ability to manage multiple accounts and tasks simultaneously while maintaining attention to detail.
- Analytical Mindset: Comfortable with data analysis, using customer data to inform decisions and strategies for improving customer outcomes
As we are an international team, please submit your application and CV in English.
About Spendesk
Spendesk is the 7-in-1 spending solution built for finance teams to make faster, smarter spending decisions. Founded in 2016, Spendesk is now one of the fastest-growing fintechs in Europe, with over 4,000 customers and an international team of 300+ employees based in Paris, Berlin, London, Hamburg, and remote. We’ve raised over €260M from leading investors, and been named a French tech unicorn. And we’re not stopping there!
About our people & culture
We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting!) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset.
About our benefits
Our culture is built on trust, empowerment, and growth — with benefits to match!
-Fully covered Oyster card for traveling to and from our new office (up to £250 monthly depending on location)
-£45 monthly wellness allowance, accruable, to be used on whatever wellness means to you - through the Ben platform
- Access to Moka.care for emotional and mental health wellbeing
- Pension scheme (on salary sacrifice): 5% employee / 5% employer (by Aviva)
- 28 days of holidays
- Latest Apple Mac equipment
- Company virtual events
- Visit our other offices: Paris, Berlin & Hamburg
- Great office snacks to fuel your day
- A positive team to work with daily!
- Vitality private health insurance (for you and your family/partner)
- Bupa private dental care
Diversity & Inclusion
At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.
Average salary estimate
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As a Customer Strategic Manager at Spendesk in London, you will be the backbone of our customer journey, ensuring that our clients achieve maximum satisfaction and value from the outset of their relationship with us. It's a role that blends customer service expertise with strategic oversight; you'll work closely with our Account Managers and Key Account Managers to foster customer engagement, adoption, and retention. Imagine guiding new customers through a smooth onboarding process, equipping them with the insights they need to effectively leverage our solutions. Your ability to build strong relationships will shine as you act as a trusted advisor, regularly checking in on account health and proactively addressing any issues that may arise. You’ll also play a critical role in customer education, offering training sessions that empower users to get the best out of our offerings. Plus, your analytical skills will come into play as you monitor customer spend and identify new opportunities for account growth. With a team culture that celebrates boldness, curiosity, and kindness, your contributions will be pivotal in not just meeting, but exceeding our customers' expectations. Join us at Spendesk and be part of an exciting journey with one of the fastest-growing fintechs in Europe, where your input directly influences our customer's success and fuels our overall mission!
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