Customer Success Manager - North America

Orgvue is a leading organizational design and planning software platform that captures the power of data visualization and modelling to build more adaptable, and better performing organizations. HR, finance and business leaders use Orgvue for actionable insight and analysis that helps them make faster workforce decisions in a constantly changing world.Orgvue is used by the world's largest and best-known enterprises and management consulting firms to visualize and confidently build the businesses they want tomorrow, today.The company is headquartered in London, with offices in Philadelphia, The Hague, Toronto, and Sydney.About The RoleWe are looking for a Customer Success Manager to join our North American team to support our continued growth.You will be responsible for managing a portfolio of accounts, ensuring that each customer is getting maximum value from the Orgvue platform. You will be the key point of day-to-day communications between our customer stakeholders and members of our account management, advisory, support and product teams. You will build a deep understanding of both Orgvue and your customers' use-cases so that you can offer best-in-class service. This role will be good for someone who is inquisitive, likes solving technical and business problems, and who has strong people and communication skills, as well as and ability to prioritize, and manage time effectively.When not working with customers you will be working with other team members on projects to help build the function or to add value for our customers.What You Will Be DoingCustomer Success ManagementManage accounts, ensuring that customers can meet their business objectives and obtain on-going value from using orgvueWork with cross functional team mates to create and maintain success plans for all customers within the portfolioBuild strong relationships with the account management, advisory, technical account management, product and advisory teams to ensure that account plans are executed seamlesslyManage customer communications through regular check-ins focussing on supporting and enabling users to achieve business outcomes and customer objectivesProvide coaching and support to super usersDrive advocacy through customer specific and regional events and communicationsMaintain an understanding of customers' use-cases, business objectives and tenant and solution configurations to ensure that each meeting or conversation provides valuePull in the right resources, from across the business, to ensure that opportunities and issues are managed effectivelyIdentify and effectively communicate additional use-cases that would benefit the customerEnsure that all relevant data is captured and updated weekly within our customer success platformEnsure that knowledge is shared appropriately across the team to maximize effectiveness and efficiencyEnsure that customer feedback is effectively communicated back to the product management teamWork with account management and advisory to support upsell and cross-sell opportunitiesIdentify and manage customer issues and risks effectively and in line with processProject WorkSpend approximately 20% of time working on projects that will either improve the function or add value to customers such as:Process documentation improvementsCustomer event preparationKnowledge Base content creation and maintenanceRequirementsKnowledge and ExperienceBachelors DegreePrevious Customer Success, Account Management, HR Business or Consulting experienceKnowledge of organisation design, transformation. workforce analytics, and workforce planning (preferred)SkillsData driven and very strong analytical skillsExcellent written and verbal communicationStakeholder managementCustomer focussedTime management and task prioritizationBenefits5% matched 401kWellbeing: Sanctus Coaching, Headspace mindfulness app, Virtual fitness sessions, Wellbeing webinars, Annual Wellbeing day25 days paid vacation (plus 1 extra day for every year of employment up to a maximum of 30 days)Healthcare premiums 100% paid by employer for majority of plans including family, dental and visionCompetitive commission structureEligible for Transaction BonusHere at Orgvue we promote individualism and a diverse workforce to build on our future success