Enterprise Customer Success Manager - Arcadis Gen

Job content

Company: Arcadis Gen

Location:Remote first (Access to multiple offices across the UK)

Our Purpose

Arcadis Gen is the new SaaS business from Arcadis, backed by a €3bn+ revenue, 27,000-person, 70-country, 130-year-old company. We are bold, dynamic, and disruptive, revolutionizing the future of digital asset management through our 250+ colleagues in over 10 countries worldwide.

Gen has one purpose: to unlock the power of data for a more sustainable, efficient, and resilient world. The world is rapidly changing, and the potential of boundless data and transformative technologies brings countless challenges. And no-one is meeting these challenges quite like we are. Our customers want digital solutions that will optimize their businesses – for better performance, reliability, and improved quality of life for everyone. And that is what we do.

The Opportunity

You will own the customer relationship for a portfolio of enterprise customers. Your role will be to build a trusted advisor relationship with your customers, ensuring they achieve their business goals with Gen. In doing this you will drive customer satisfaction, ensure retention and seek opportunities to grow our footprint and increase customer value. You will need to champion the ‘voice of the customer’ framing clearly what the business should do to better serve them and closing the feedback loop with our Product and Solution teams. Your ultimate goal is to ensure that all of your customers are willing to serve as a reference for Gen at any time.

Your Responsibilities

• Own and manage a portfolio of enterprise customer accounts, across, but not limited to, Gen’s enterprise asset management and decision analytics solutions
• Build and maintain a trusted advisor relationship with key customer stakeholders to fully understand their business goals and objectives
• Develop and execute success plans for each of your customers to help them achieve their business goals, while driving long-term retention, growth and advocacy
• Lead regular customer reviews focused on their business priorities and return on investment, thereby increasing Gen’s value as a long-term solution provider
• Identify and recommend ways in which your customers can better leverage the full potential of Gen’s products and solutions
• Prevent customer churn through proactively identifying and addressing retention risk
• Proactively manage and secure on-time renewals
• Identify, manage and deliver organic revenue growth across your portfolio
• Effective collaboration with technical teams to ensure successful delivery and implementation of Gen’s solutions and a positive service management experience
• Champion the feedback loop from customers to our Product and Solution teams
• Collect, monitor and leverage data to inform and positively impact both Gen’s and your customers businesses
  
  

What You Bring

We are looking for a self-starting people person that has a positive energy and resilient mindset who will positively challenge us daily to improve and deliver real results. You will be highly empathetic with strong interpersonal skills and a proven track record in advising and relationship building at all levels of an organisation, from users through to senior management levels. You will possess a high degree of commercial acumen, including negotiation and value based selling skills, whilst also being able to delight your customers.

Must-haves

• Demonstrable experience in a B2B account management, customer success or customer retention role across an enterprise portfolio
• Track record of achieving the highest levels of NPS, Net Retention Revenue, customer growth and advocacy
• Cross cultural sensitivity, ensuring that the principles of inclusion and accessibility are embedded in all customer interactions
• Knowledge of, or interest in Asset Management or Applied Analytics
• Knowledge of, or interest in Asset Management or Applied Analytics
  
  

Nice-to-haves:

• Recognised as an industry expert within one of Gen’s key markets
• Knowledge of, or interest in sustainability and resilience
• Experience of a business going through rapid growth and expansion including the scaling of a global customer success team
• Degree in business, economics, data analytics or related field
• Experience of our direct and indirect competition
  
  

We Value

Arcadis Gen is a strongly values led organization. Our values have been based on the deep beliefs of our Founder and built and integrated upon by our people. They are considered to be ‘living’ and we work hard to integrate them into all that we do from the way we give each other feedback, to our annual Gen-ius awards.

We Offer

• An environment with an innovative culture and the entrepreneurial spirit of a scale-up, we have access to Arcadis global offices and also have flexible working spaces in Serbia and Sheffield, UK. We encourage you to work from the office, as it works best for you to maximise your ability to collaborate and your productivity.
• A flexible working environment that proactively encourages you to integrate the demands of home and work and which considers wellbeing and sustainable human performance as core components of our strategy.
• A series of Healthy Working Practices across Arcadis Gen, including Thinking Thursdays, a day dedicated each week to minimizing meetings and maximizing opportunities to reduce the cognitive load.
• Opportunities to future proof yourself by working with highly motivated, curious and skilled colleagues in multiple geographies globally.
• A strong commitment to learning and growth, including a #lovetolearn cash contribution for you to invest in the learning platform of your choice.
• We are working toward our BCorp certification which will recognise our high standards of social and environmental performance, transparency and accountability, and hope to have secured this by the end of the year
  
  

And of course,

• Compensation and discretionary performance incentive schemes which acknowledge and reward your contribution, informed by market data provided by leading global experts Willis Towers Watson.
• Leading healthcare, financial and wellbeing benefits, including financial support for your professional registration and accreditation.
  
  

Equal Opportunity Statement

The community of the future is a place for everyone, and Arcadis Gen is proud to be an equal opportunity employer. We know it’s tough, but please try to avoid the confidence gap. You don’t have to match all the listed requirements exactly to be considered for this role. All employment is based on merit and business need.