Customer Success Manager, Fuse

As the Fuse Customer Success Manager, you will be responsible for the success of a portfolio of clients under the Fuse brand. Fuse (fuse-integrations.com) offers products & services to ISVs (technology vendors) for eCommerce integration consulting, development and support, primarily for payments companies.

This role ensures client success and retention through effective relationship building and roadmap support. You will play an important role in enabling Fuse to deliver on its strategic priorities, including but not limited to helping clients leverage & improve their integrations, cross/up-sell Fuse products & services and manage renewals; building relationships with key stakeholders (internal and client) to deliver on these objectives.

The scope of work will require high-quality problem-solving skills, strong understanding of the eCommerce market & 3rd party technologies and the ability to distil macro trends into actionable insights.

Key performance indicators that you will be measured on include:

1.       Knowledge of and relationship with your clients.

2.       Client satisfaction, retention, and loyalty to Tryzens Fuse.

3.       Up take of new products/services and contribution.

4.       Achieving financial targets per client.

5.       Customer NPS being positive.

6.       Consistent delivery of quarterly strategic insights leading to account growth.

7.       Ensuring effective quarterly completion and action plans from the QBR process per client.

Key Responsibilities:

Relationship Building

§  Build strong and positive relationships with clients at Exec and operational levels, keeping frequent contact/providing content updates to sustain positive relationships.

§  Managing customer adoption of Products/Services and on-going support / optimisation of accounts

§  Networking with clients to develop new contacts and opportunity for revenue.

§  Build strong relationships with Business Development/Sales team members to be introduced into strong prospects pre signing.

§  Build strong relationships with Delivery team members across client portfolio.

§  Liaise with the Tryzens UKI client success team to share knowledge and strategy.

§  Build and maintain relationships across platform partners (ie: Salesforce/Magento/BigCommerce/Shopify Partnerships team) to share knowledge and maintain high levels of service.

§  Identify any training/knowledge needs for clients and colleagues, supporting best in class results for clients through people development.

Commercial Management

§  Ensuring all new work/Change Requests quoted are within client margin guidelines and any variation internally approved before committing.

§  Conduct financial modelling and review to actively support contract renewals and new client on-boarding.

§  Review/track and understanding the profitability of client accounts.

§  Work with the VP, Fuse to set client revenue targets (monthly/annually), monitor and report on performance vs targets.

§  Lead ad-hoc commercial discussions with clients to agree to projects under ‘special terms’ to utilise any available Tryzens bench during quieter operational periods.

§  Create a repeatable and transferable framework for managing our clients that focusses not only on our commercial benefit, but on their needs & goals.

Technical Strategy

§  Form a bridge between our internal technical specialists & the client’s, creating a roadmap of potential development enhancements & driving revenue.

§  Leverage market trends & in-depth knowledge to inform roadmap decisions & priority.

§  Consult on best practice functionality within specific types (verticals) of integrations.

§  Keeping abreast of market conditions to be able to price our products and services competitively.

§  Feed insights & client requests into Fuse Product Team to help shape enhancement roadmaps

Account Management

§  Manage client expectations and deliver solutions that meet these expectations, whilst being commercially beneficial to Tryzens. 

§  Track and report a Net Promoter Score for each client across several functional stakeholders per client.

§  Maintain accurate records of current client contracts and flag upcoming renewals for re-signing/re-negotiation and manage these through to signature.

§  Utilise internal and external data streams to develop relevant strategic insights for clients and their technical roadmap.

§  Manage the Quarterly Business Review process with existing clients; consistently looking for new ways to create additional value and expand our service offerings within each client.

§  Strong eCommerce experience – understanding of the full spectrum of technologies required for managing a successful eCommerce store. In depth knowledge of the major eCommerce platforms is an advantage.

§  Strong Payments experience – understanding of the full spectrum of technologies required for eCommerce payments.

§  Ability to grasp technical concepts – HTML, JavaScript, Flash, XML and programming languages are an advantage.

§  Familiarity with eCommerce integrations (plug-ins, cartridges).

§  Experience of working in a client support role.

§  Experience in project management or service delivery. Ability to translate between technical & commercial contacts is essential.

§  Excellent written and spoken communication skills.

§  Customer success focused.

§  Solutions oriented with good problem-solving skills.

§  Professional approach.

§  Results driven.

§  Attention to detail.

§  Proactive and take initiative.

§  Team player.

§  Self-motivated.

§  Flexible, Hands on approach.

• Group Life insurance (4x annual salary)
• Enhanced Parental Leave
• Contributory pension
• Hybrid working environment (combination of work from home and in office)
• 25 days annual leave
• A day off for your birthday
• 2 days off for CSR activities per year
• cycle-to-work scheme

Equal Opportunity Statement

We strive to create an inclusive environment, empower employees and embrace diversity and encourage everyone to respond. Tryzens is an equal opportunity employer and every applicant will be considered without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity.