Customer Success Manager

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage, and our talented team to deliver award-winning location intelligence, identity verification, and fraud prevention solutions.

With over 30 years’ of experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

Why you should be@GBG

(with the 95% of our team members that recommend us as a great place to work)

• We make the world a safer place
• We trust each other and win together
• We are local experts in a global business
• We want you to be yourself
• We grow when you grow

Customer Success Team – GTM Sales

A strong team of Customer Success Managers within the Identity and Fraud EMEA Business Unit at GBG, managing primarily Investigate clients across a broad range of sectors.

The Role

Working within the Customer Success framework and reporting to the Internal Customer Success Sales Manager the Customer Success Manager – SME will work hand in hand with nominated customer accounts to ensure GBG delivers exceptional value, is seen as a trusted partner, and that renewal revenues are maximised. The role will define and deliver GBG’s requirement to continue to build a high growth business and expanding into new sectors and territories in-line with the Group’s VOS.

What you will do

Working within the customer success team individually and collectively to make them the very best they can be. Consistently exhibiting the highest levels of professionalism, integrity, and honesty combined with a strong work ethic and desire to succeed.

The role will define and deliver GBG’s requirement to continue to build a high-growth business and expand into new sectors and territories in line with the Group’s VOS.

In brief, you will do this through:

• Account strategy and planning
• Account Management
• Reporting and Data
• Delivering Sales Results

Success Measures

• Seek to minimize customer attrition, ensuring renewal targets are met
• Maximize cross-sell and upsell opportunities to meet growth targets
• Ensure activity meets or exceeds Standards of Performance as agreed with the line manager

Account strategy and planning

• Work with the customer to understand their existing and future requirements, business challenges, and aspirations, and translate this into a joint account plan.
• Research and gather information on the customer segments related to the accounts you are working with.
• Work with the marketing team to ensure regular and relevant communications go out electronically to the customers.
• Keep up to date on the product portfolio of GBG and develop more detailed knowledge of the product set relating to your nominated customers.
• Understand the commercial opportunities within each customer, both within the current budget cycle and the subsequent three years, and translate this into a revenue plan.

Account Management

• Be the single point of contact for the customer, using a consultative approach and bringing in subject matter experts where required, to ensure the customer is excited about our technology and what it can do for them.
• Ensure customers know how to quickly get responses to their questions and work with them to resolve any escalated issues.
• Respond to any complaints or detractor feedback from the NPS survey.
• Support customers through the renewal process, working with legal, finance, and onboarding teams across GBG as required.
• Create opportunities for upselling and utilise resources across GBG where necessary to generate incremental revenue.
• Identify opportunities for cross-sell and refer these to the relevant GBG team.

Reporting & Data

• Ensure all data relating to your customers is accurate in CRM.
• Ensure all opportunities and activities are logged in CRM and accurately updated through the sales and/or renewal cycle
• Provide reports and insight in response to questions from the sales management team.

Delivering the sales results

• Achieve incremental revenue and renewal targets
• Provision of accurate and timely management reporting of sales forecasts, pipeline, platform, and performance.
• Improve and exceed target NPS and CSAT scores for nominated accounts

• Experience in a B2B business development environment or a professional services environment where you can prove a strong commercial element.
• Demonstrable success in winning deals utilising a consultative and value sales approach, demonstrating a personal track record of multi-level, multi-stage solution selling.
• Have worked with similar technology organisations and ideally have experience in the sectors your customers will be in.
• Excellent communication and presentation skills, self-motivated with the ability to work either independently or within a team, analytical in problem-solving, and can translate business needs into the most appropriate solution.
• Demonstrated continuous high activity and business acumen at C level to accelerate business development to drive fast and profitable sales growth.
• Strong awareness of the business software solutions for the Identity Management marketplace, ideally within a data services environment.
• Experience in justifying the value of all resources requested internally to win and deliver a project, and the ability to inspire and motivate in-house teams.
• Understanding of the process of planning a business development strategy, targeting prospects, and planning appropriate approaches.
• A customer-focused individual with a drive to ensure customers have and continue to have a great Customer Experience when dealing with GBG
• Knowledge of contract negotiations and ability to negotiate at this level with procurement.

Behaviours we’d like to see

I can tell you more about what these mean to GBG and to me and my team when we have a chat!

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more!