Customer Success Manager

A position to take a hands on role to support SaaS customer success activities covering but not limited to Customer Onboarding, Account Escalations, Renewals, Upsell Campaigns, Periodic Health Checks and Customer Advocacy.

Brooklyn Solutions (BSAI) is a fast-growing company whose award-winning Enterprise Vendor Management (EVM) SaaS Software platform is specifically designed for Vendor Managers to maximise value for money whilst delivering absolute compliance across the supply chain. Through a modular design with rich automation, it joins up the vital aspects of managing contracts, risk, performance, relationship, compliance, innovation, and sustainability. It is entirely modular, with many easy onboarding pathways that yield Instant Intelligence and supply chain insights. The result is a 7-10x ROI in year one, including ROI in the first 3 months, and a 30%-50% increase in team productivity.

Brooklyn Solutions is searching for Enterprise Customer Success Managers to help manage and expand our Enterprise and Strategic customer accounts. Our Enterprise Customer Success Managers are individual contributors, focused on on-boarding new business accounts and growing the Brooklyn Vendor Assurance footprint through advocacy in the form of upsells within enterprise size accounts of more than 2,000 employees and ensuring our customers are successfully leveraging the BSAI cloud solutions across their organization.

The Role

As a Customer Success Analyst, you will:

• Help support the management of the companies biggest and best clients across U.K. and Europe

• Work with clients on digital engagement on the platform and personally help manage renewals

• Support the customer journey and data strategy for each client and work closely with them to achieve this, providing appropriate project management and tracking.

• Work with customers to collate, store, analyse and present key data and information.

• Managing a change combining data, process and people transformational change

• A hands-on role is required to work with disparate and incomplete data sets manipulating data in Excel

• Configure the BSAI contract smart-on-boarding engine using Regular Expressions to identify and capture key meta data.

• Help run Business Reviews with clients and be responsible for building strong relationships

• Manage client strategy and support across the platform, to ensure they are using it to its full capability.

• Meet clients on-site as much as possible and is requested by the client

• Work directly with the head of Customer Success Technical Account Team

Experience

• Evidence of project managing implementations with hands-on delivery of key tasks and data analytics.

• You will ideally have experience analysing large data and presenting this back to clients using tools like Excel or other BI tools, PowerBI and Tableau

• Knowledge of compute languages, pattern matching and regular expressions is an advantage.

• A self-starter that can educate yourself using online material and computer-based training

• You have some experience managing customers and developing relationships

• You have some strong customer-facing experience and regularly meet clients.

Brooklyn Solutions is an Equal Employment employer committed to the principles of equal employment opportunity and affirmative action for all applicants and employees. Applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. Brooklyn Vendor Assurance also makes reasonable accommodations for disabled employees consistent with applicable law.