Client Success Manager

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Client Success Manager

Sales & Operations

FULL-TIME · AMSTERDAM

Be part of something special!

Lobster Ink is the world's leading hospitality platform, training hundreds of thousands of learners in over 100 countries every day. We are a rapidly growing business built from a solid foundation, but flexible enough to respond to the trends of the market and our users. We are driven by our goal to stay at the forefront of technology-driven learning in professional environments.

We believe in creating learning solutions which understand the way that people learn in the modern working environment.

We focus on:

• Intuitive technology which enables and encourages consistent learning and development
• Premium, high-impact content with an emphasis on immediate practical application
• Actionable metrics, reporting and analytics which drive long-term learning and empower learners, facilitators and management
• End-to-end solutions, with seamless integration between content design, production, distribution and ongoing facilitation

Lobster Ink is driven by a dynamic and diverse team, inspired by excellence, innovation and continuous improvement.

Above all, we build products that people use - a lot, and every day - to improve their skills, develop their careers and enhance their quality of life. 

Summary of Responsibilities:
The Manager, Client Success is responsible for several high-value clients, maintaining a
long-term and mutually successful relationship with these clients, maximizing sales
opportunities, penetration, usage and renewal of Lobster Ink within the group. This includes a
long-term account strategy, short-term problem solving strategies, remaining as the center point of contact for the client and ensuring smooth delivery of tasks/deliverables requested. This role acts as the link between the client and our sales, learning, project management, production, technology, marketing and implementation departments, ensuring that the client’s needs are monitored, measured and met with proactive solutions that aims to keep Lobster Ink embedded with the client as their all-time training solution.

This is a task-orientated position, that requires an analytical mindset to ensure that accurate
collation of all information surrounding an account is adhered to and tasks are actioned and
reported on correctly and efficiently.

Reports to: Head of Client Success
Location: Amsterdam

Key responsibilities:

1. Sales
• Develop and execute an after-sales strategy to ensure a greater share of wallet for the
  client, and ensure all aspects of the sales approach contribute to this purpose.
• Analyse the account strategy every six months and highlight and suggest areas of
  improvement, and/ or an alternative approach to meet the clients' needs.
• Champion the groups' brand internally to ensure all departments involved with the group    understand the high-level goals of the client/group
• Monitor the implementation and engagement of Lobster Ink for your client to ensure
  requested requirements and standards are met
• Once course production/platform development/communication strategy business has
 been generated, ensure delivery on the expectations by working with learning  / technology /  marketing on the delivery of the budgetary quote, project brief and proposal for client  approval.
• Work with finance and legal where appropriate to ensure that the correct agreements
 and contracts are in place, proposals are accurate and that invoicing is efficiently shared with  the client. Payment should also be tracked and followed up on when required.
• Work with the relevant project manager and implementation manager to discuss and plan  the timelines for projects and the associated launches. Communicate with client to ensure the  deadlines are agreeable to both.
• Ensure that all elements of a project (development needs, translation, course details, specific  client requests) are being accurately processed and delivered on time.

2. Penetration, usage and renewal:
• Implement the client success strategy using the matrix outlined for a) a new client or b)                 an existing client. Either strategy must focus on driving revenue and subscriptions/renewals   as the primary goal.
• Monitor client/group performance on Lobster Ink and adjust strategy in order to action                 accordingly. 
• Take ownership of the clients' online engagement and activity and suggest key areas                     of focus to increase penetration, usage and contract renewal(s). 
• Understand the accounts' strategic direction and key objectives; create sustainable                        competitive advantage by aligning capabilities with key account requirements, and                        drive profitable business growth.
• Understand client needs and provide appropriate feedback, suggesting improvements                 or alternative options where needed. 
• Manage the operational support for your clients. This will involve customized and                            standard requests.
• Implement and drive monthly operational review reports developed by the support                       and implementation teams, to ensure the key client contact has a high-level view of                         the success of Lobster Ink within their organisation. 
• Frequently measure the performance of client success initiatives (communication                      drives, call campaigns, social media groups etc) to inform future plans, enhance                            internal performance and deliver ROI statements. 
• In collaboration with the sales and marketing team; develop and deliver effective tools                 that enable the client to reach their own business objectives when it comes to Lobster                   Ink. 
• Work closely with the product management team to highlight and feedback on the                         need(s) of new and existing clients when it comes to marketing and sales supporting                       materials

3. Organisational approach and leadership:
• Guide the day-to-day activities of the implementation key colleagues - ensuring that                       each approach and activity is focused on the objectives laid out by yourself and the                          client. 
• Work with colleagues across Lobster Ink’s business functions to maintain strategic                           perspective based on the client’s needs, levels of satisfaction and enhancing Lobster                       Ink’s position within their organisation.
• Work with current systems that have been implemented within Lobster Ink to achieve                   successful and measurable delivery on tasks.
• Assist in promoting Lobster’s purpose, philosophies and values when interacting with                   any client
• Act as an internal agent to bring attention and solutions to a client’s business priorities                 using Lobster Ink’s product offerings. 

Qualifications, skills, knowledge and attributes:

• Proven track record of success within the implementation / operations or sales roles 
• Demonstrate ability to think strategically, analytically and creatively with strong business acumen.
• Strong understanding of sales and marketing as well as finance processes and the                           ability to translate these processes into opportunities on-the-job.
• Strong ability to work on various computer-based systems (knowledge of Mac systems                will be highly advantageous). 
• Demonstrate ability to build, grow and sustain strong and collaborative business                        relationships with clients and industry influencers as well as internal partners.
• Confident, driven and dynamic individual with the ability to work effectively both                          leading a team and independently. 
•  Highly organised and effective on the job; exceptional planning skills and ability to                        handle several projects simultaneously.
• Superior communication abilities, including excellent presentation and business                  writing. 
• Demonstrate ability to think strategically, analytically and creatively with strong  business acumen.
• Sound consultative, planning, negotiation and problem solving skills.
• Ability to gain trust quickly, diffuse high-tension situations comfortably and settle                        differences with minimal disruptions. Use persuasion, influence and knowledge of the                  clients' business in detail to maximize value; establish appropriate business                      arrangements/contracts and negotiate price, terms, conditions and the like within                      established targets where needed.
• Driven by results and proactively focused on outcomes and achievements laid out. 
• Demonstrate ability to operate within budget requirements to achieve desired                      business results.
• Sound understanding of strategic frameworks, strategy development and                  implementation processes.
• Impeccable attention to detail especially under high pressure, with the ability to meet                  and beat deadlines and demonstrate a positive and enthusiastic attitude at all times,                    internally and with clients.  
• Able to travel frequently. 
• Full professional proficiency with the English language. French and / or Spanish is a plus

Give us a call to experience it for yourself!

Lobster Ink - empower, inform, inspire.