Associate Customer Success Manager / CSM - UK Market

  • Location
    • London
  • Date Posted
  • Dec. 1, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way - but there’s still an exciting journey ahead of us. Do you want to join us?

We are part of an exploding industry where we have conquered the global market and now due to expansion we are looking for anAssociate/Customer Success Managerto join our Account Management function in London. OurCustomer Success teamplays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world. The team is responsible for the after sales customer journey, making sure they are satisfied and use our product to its real value.

In your role, you will:

  • Establish a relationship with all our customers that ensures customer’s overall satisfaction with Trustpilot products, which will strengthen their adoption and ensure contract renewal
  • Ensure a premium experience for our clients by understanding their business objectives, key KPIs and ensure that Trustpilot delivers against them
  • Convey best practice examples that drive ROI
  • Ensure Trustpilot becomes the value adding partner in targeted accounts
  • Act as a trusted adviser, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams
  • Successfully upsell Trustpilot’s products and discover new revenue opportunities
  • Increase renewal rates and reduce churn
  • Mapping various accounts in order to cross sell into other parts of their business
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Develop business potential with your accounts and deliver a sustainable pipeline
  • Develop strong relationships with our internal teams to support your accounts
  • Client meetings will be performed both over the phone and face to face

We are looking for people with:

  • Strong track record in managing a large mix of small and large customer accounts with a focus on achieving a high renewal/retention rate within a current Customer Success role.
  • Experience of working to and overachieving on targets
  • Ideally 3-5 years of account management experience
  • Profiles from companies working with Online Marketing, e-commerce or SaaS environments will be strongly preferred
  • Demonstrated experience with subscription-based renewal license models
  • Ability to build and maintain strong relationships with multiple stakeholders
  • Excellent communication and negotiation skills
  • Adept of uncovering new revenue opportunities
  • Possess a solid ability to manage tough conversations in a professional and solution-oriented manner
  • Experience with selling in a competitive environment
  • Great written and oral presentation skills
  • A good understanding of digital advertising/search marketing industry - preferred

We Offer:

  • Extensive on-going training and development for your career in technology sales
  • The opportunity to be a key player at a rapidly expanding global technology company
  • Vibrant cultural in our new office at the Minister Building HQ with plentiful Snacks, ping pong, extensive social activities.
  • If you’re looking for an opportunity to grow, a company that invests in your personal development, a solid compensation package, and a fun culture, then you’ve come to the right place.

About Trustpilot

At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. Working here is an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced and agile environment.

With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. We work hard every day, but we also take the time to catch up with colleagues over a game of ping-pong, a cup of coffee or maybe grab a beer after work.

Trustpilot is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Trustpilot is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trustpilot are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Trustpilot will not tolerate discrimination or harassment based on any of these characteristics. Trustpilot encourages applicants of all ages.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.