Customer Success Manager

Eurobase is an international software and service provider to financial institutions in over 25 countries. We provide enterprise wide solutions for insurance companies, banks and other financial institutions as well as IT recruitment services.

Our aim is to be recognised as thought leaders in the sectors we operate, and to deliver innovative solutions that provide real business value to our customers.

We pride ourselves on our personal approach, ensuring we deliver the support and flexibility our customers need and the service they expect.

Our customers have a long and lasting relationship with Eurobase and all will verify our approach to doing business and commitment to product investment - delivering ongoing value above and beyond our initial engagements.

Our purpose at Eurobase is to enable our partners to be more successful and we are on a mission to be the best rovider of solutions and services to our chosen markets. We want to provide the highest value to our customers through delivery of powerful technology, leading industry expertise ensuring our culture enables our people to thrive within an ethical sustainable and successful business.

We have become a recognised leader in technology to the reinsurance, commercial and captive insurance sectors as well as banks and other financial institutions. We also have a successful specialist IT recruitment business providing both contract and permanent services within the UK and Europe.

We C.A.R.E about our values, they are important in helping us achieve our cultural aspirations and are in service to our Purpose and Mission.

Collaboration & Teamwork - To achieve successful results, we must work together effectively. Share information and build relationships.

Accountability - Do what we promise, we accept responsibility for our decisions, actions, and results. We learn from our mistakes and grow stronger every time.

Respect & Inclusion - We recognise that the thoughts, feelings, and backgrounds of others are as important as our own. We will be open to learning our own bias and changing behaviours. Diversity, inclusion, and belonging are fundamental to the success of Eurobase. We aim to make a significant impact in our efforts to foster an environment where everyone can thrive.

Excellence - To provide excellent, high-quality products, services, and interactions. We strive to always exceed expectations.

This role will suit a motivated and ambitious individual with a strong understanding of the Insurance industry who will be responsible for engagement across our growing Synergy2 customer base. In this role, you will build and strengthen strategic relationships with insurance clients, with a focus on maintaining client satisfaction, securing additional revenue and customer references/support. The Customer Success Manager will be responsible for managing and growing relationships with key Insurance clients cross our Synergy2 customer base. This role involves developing strategic account plans, driving revenue growth, and ensuring client satisfaction and retention. The Customer Success Manager will work closely with internal teams to coordinate efforts and deliver exceptional service to clients.

Responsibilities:

• Responsible for engaging with Synergy2 customers with a focus on securing additional revenue in line with Sales targets.
• Utilising negotiation skills which will be used to agree commercials, working alongside the Senior Leadership Team (SLT) to revise contractual terms and conditions where required.
• Engage with customers at all levels, including executive and 'C' suite.
• Establishing strong, professional, and strategic relationships with all customers, including those at the executive and 'C' level. Leveraging Eurobase's Senior Leadership Team (SLT) as needed to support these engagements.
• Produce and maintain account plans for each customer to support a strategic and structured approach to account management.
• Promote the value of Synergy2 ongoing investment to customers to assist in securing additional revenue through regular customer upgrades and commercializing new features/modules and other initiatives.
• As a member of the Synergy2 product board, contribute insights and customer feedback to shape our investment proposals
• Provide customers with updates on the latest product investment, articulating the value this brings to customers.

Create and take ownership of a new 'Customer Advisory Board' with the objective being to bring Synergy2's released based customers together to support us in:

• Forming/strengthening strategic partnerships.
• Identifying and aligning our investment to their future requirements.
• Providing customers with market insight.
• Identifying 'Big Picture' trends in the marketplace.
• Securing additional customer revenue.

Requirements:

• Strong Client engagement skills.
• Capability to establish and maintain trusted and strategic relationships with 'C' Suite.
• Experience negotiating contractual T&C's.
• Experience of strategic account planning using recognised tools/methodology.
• Collaboration with cross-functional teams. Including Sales, product development, customer support, and marketing.
• Develop an understanding of Synergy2's value proposition and effectively communicate this to clients.
• Extensive experience in Sales/Account Management.
• Knowledge of the Insurance industry.
• Experience using a recognised account management/planning tool.
• Hubspot.
• Excellent at building relationships with senior stakeholders.