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Enterprise Customer Success (CSM) Manager

Gloat

Gloat

Customer Service, Sales & Business Development
United Kingdom
Posted on Thursday, April 4, 2024

Enterprise Customer Success (CSM) Manager

  • Customer Success
  • United Kingdom
  • Senior
  • Full-time

Description

About the company

Gloat puts people and companies in motion. Our Agile Workforce Operating System is helping the world's most renowned enterprises become dynamic organizations, future-fit for any eventuality, and poised for continuous growth and innovation in today's ever-changing economic climate.

We deliver AI-powered intelligence, infrastructure, and applications that enable organizations to effectively tackle change with agility, unlock capacity and productivity, and reduce workforce risk. Today we support industry leaders around the world including HSBC, Spotify, Nestle, Standard Chartered Bank, Schneider Electric, and many more.

Life at Gloat:

Gloat is a revolutionary startup with a global workforce. We have offices in Tel Aviv, New York City and London and work with customers around the globe. We value collaboration, innovative thinking, and curiosity and we’re looking for bright, driven, and passionate people to grow with us. If you care about empowering businesses and people to reach their potential, you’re in for a fun ride.

We’re seeking an Enterprise Customer Success Manager (CSM) with a proven track record of effectively guiding large enterprise customers (with over 25,000 employees) toward their desired outcomes.

As an Enterprise CSM, your primary responsibility will be to collaborate closely with our strategic enterprise customers, assisting them in deploying Gloat’s internal talent marketplace. In this pivotal role, you will cultivate high-trust relationships with your customers, lead in-person workshops, and ensure the establishment of a long-term rollout strategy for the Gloat Talent Marketplace within their organization.

Your collaboration will extend to working closely with other internal Gloat project members, including Project Managers, Technical Implementation Specialists, Support Teams, Change & Enablement Consultants, and others.

Your performance will be evaluated based on your customers’ key performance indicators (KPIs) related to the talent marketplace, such as adoption rates, hiring outcomes, and platform usage. Additionally, you will be responsible for leading quarterly business reviews and, ultimately, ensuring that your customers expand, renew their contracts, and serve as positive references.

Responsibilities

  • Collaborate closely with enterprise customers to grasp their business needs, aiding in defining their long-term rollout strategy, success metrics, and business impact.
  • Drive adoption of best practices and successful change management methodologies within customers, influencing change to ensure optimal product utilization.
  • Cultivate strong rapport and trust with customers.
  • Engage directly with customer HR, IT, Business, and senior executive teams.
  • Collaborate with various departments within Gloat, including Support, Implementation, Project Management, and Product.
  • Encourage customers to adopt additional functionality and/or integrations by demonstrating the value they bring to the organization.
  • Anticipate and address risks, problem-solve, and demonstrate independent initiative.
  • Travel to customer sites (approximately 1-2 times per quarter) to lead multi-day workshops or launch activities, engaging with stakeholders from HR, IT, leadership, and other departments.
  • Exceed quarterly or other defined business targets.

Requirements

  • 5+ years of excellence in customer management roles, specifically focusing on large enterprise clients (with over 25,000 employees)- Must
  • Familiarity with HR software such as HRIS, HCM, ATS, LMS/LXP
  • Proficiency in navigating enterprise SaaS or software solutions tailored for large corporations- Must
  • Expertise and proficiency in customer-facing interactions.
  • Advanced problem-solving capabilities, coupled with articulate verbal and written communication skills.
  • Exceptional listening skills, complemented by strong negotiation abilities.
  • Data-driven approach with the ability to leverage insights to enhance customer experiences.
  • Fluent English proficiency at a native level.
  • Demonstrated ability to effectively communicate, present to, and influence key stakeholders across all organizational levels.

At Gloat, we believe that building the most important company in the history of human capital begins with having a diverse and inclusive workforce ourselves. This means that we look for individuals who can bring unique strengths, perspectives, skills, and backgrounds to our existing teams. Gloat is proud to be an Equal Opportunity Employer, and does/will not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.