The Customer Success Manager at Conferma is responsible for: The Customer Success Manager (CSM) at Conferma is responsible for ensuring customers achieve their desired outcomes while using Conferma products & services. Representing the customer voice internally is an integral part of the role clearly demonstrating our Customer Obsessed Values. The CSM will act as a trusted advisor, guiding customers through their journey, working alongside the Customer Success Team providing support, and driving customer satisfaction and retention. Dedicated Portfolio Management Oversee a portfolio of customer accounts, ensuring each customer receives personalised attention and support. Monitor the health of customer accounts, identify risks, and implement strategies to mitigate them. Develop and execute account plans to drive customer success and growth. Customer Success Scorecard Track customer usage / adoption and performance metrics to identify areas for improvement and proactively address potential issues implementing Service Improvement plans where appropriate. Service Reviews & QBR's Participate and where appropriate conduct regular service reviews & QBR's with customers to assess their satisfaction, gather feedback, and identify areas for improvement. Use insights from these reviews to enhance service delivery and customer experience using a collaborative approach within the Conferma internal stakeholder network. Customer Lifecycle Management :Understand and take accountabilities for all the customer lifecycle stages for your portfolio, including awareness, engagement, conversion, retention, and loyalty. Work with internal stakeholders to support strategies to optimise each stage, ensuring a seamless and positive customer journey. Use data and metrics to analyse customer behavior and improve overall customer experience. Issuer, TMC and Platform Engagement Actively participate in regular calls with key partners including Issuers, TMC's and Platform providers, ensuring any onboarding delays are dealt with quickly and efficiently. Risk Management Identify potential risks and issues early in the customer lifecycle and support the wider team to develop effective mitigation strategies ensuring successful customer outcomes. Sales Pipeline Awareness Regular communication with internal commercial relationship managers to gain updates on incoming pipelines of accounts to ensure departmental readiness. Documentation Maintain Customer Success process documentation and collaborate internally. Support with the Creation of new documentation and FAQs Ensure existing documentation is maintained, work with Technical Writing team to ensure that all internal and external documentation is relevant and accurate. Wider Operations Unit Collaboration - Support the Service Desk Team with cross department knowledge sharing, actively take part in cross team collaboration fostering a team culture across the whole organisation. Product Enhancement Suggestions Make recommendations for improvements to processes and software using the AhA Ideas portal.
Aug 05, 2025
Full time
The Customer Success Manager at Conferma is responsible for: The Customer Success Manager (CSM) at Conferma is responsible for ensuring customers achieve their desired outcomes while using Conferma products & services. Representing the customer voice internally is an integral part of the role clearly demonstrating our Customer Obsessed Values. The CSM will act as a trusted advisor, guiding customers through their journey, working alongside the Customer Success Team providing support, and driving customer satisfaction and retention. Dedicated Portfolio Management Oversee a portfolio of customer accounts, ensuring each customer receives personalised attention and support. Monitor the health of customer accounts, identify risks, and implement strategies to mitigate them. Develop and execute account plans to drive customer success and growth. Customer Success Scorecard Track customer usage / adoption and performance metrics to identify areas for improvement and proactively address potential issues implementing Service Improvement plans where appropriate. Service Reviews & QBR's Participate and where appropriate conduct regular service reviews & QBR's with customers to assess their satisfaction, gather feedback, and identify areas for improvement. Use insights from these reviews to enhance service delivery and customer experience using a collaborative approach within the Conferma internal stakeholder network. Customer Lifecycle Management :Understand and take accountabilities for all the customer lifecycle stages for your portfolio, including awareness, engagement, conversion, retention, and loyalty. Work with internal stakeholders to support strategies to optimise each stage, ensuring a seamless and positive customer journey. Use data and metrics to analyse customer behavior and improve overall customer experience. Issuer, TMC and Platform Engagement Actively participate in regular calls with key partners including Issuers, TMC's and Platform providers, ensuring any onboarding delays are dealt with quickly and efficiently. Risk Management Identify potential risks and issues early in the customer lifecycle and support the wider team to develop effective mitigation strategies ensuring successful customer outcomes. Sales Pipeline Awareness Regular communication with internal commercial relationship managers to gain updates on incoming pipelines of accounts to ensure departmental readiness. Documentation Maintain Customer Success process documentation and collaborate internally. Support with the Creation of new documentation and FAQs Ensure existing documentation is maintained, work with Technical Writing team to ensure that all internal and external documentation is relevant and accurate. Wider Operations Unit Collaboration - Support the Service Desk Team with cross department knowledge sharing, actively take part in cross team collaboration fostering a team culture across the whole organisation. Product Enhancement Suggestions Make recommendations for improvements to processes and software using the AhA Ideas portal.
Conferma is looking for a Strategic Account Director to manage Tier 1 Strategic & Global Issuing Partnerships. The ideal candidate will be an experienced, passionate and ambitious Account Director, capable of working collaboratively and leading global relationships on behalf of the company by developing plans which nurture, optimise and expand our issuing relationships to deliver tangible mutual benefit. This is a great opportunity to join the Conferma team at a pivotal time of growth and exciting plans. The Strategic Account Director will: Develop and execute a Partnership Strategy for named Tier 1 Strategic Commercial Issuing Clients which will deliver key performance targets by understanding their needs, challenges, and opportunities across Travel and B2B. Be the Primary Contact for our Strategic Customers . Externally, maintaining clear and effective communication to ensure client satisfaction. Internally, acting as the voice of the customer within the Conferma organisation. Collaborating with colleagues across regions and functions to ensure excellence. Lead the execution of Account Management Governance Processes including Strategy Workshops and QBR's, Developing Account Plans and Partnership Plans which are anchored in the Customer Strategy, Track KPI's and deliver clear ROI to the Partnership.
Feb 09, 2025
Full time
Conferma is looking for a Strategic Account Director to manage Tier 1 Strategic & Global Issuing Partnerships. The ideal candidate will be an experienced, passionate and ambitious Account Director, capable of working collaboratively and leading global relationships on behalf of the company by developing plans which nurture, optimise and expand our issuing relationships to deliver tangible mutual benefit. This is a great opportunity to join the Conferma team at a pivotal time of growth and exciting plans. The Strategic Account Director will: Develop and execute a Partnership Strategy for named Tier 1 Strategic Commercial Issuing Clients which will deliver key performance targets by understanding their needs, challenges, and opportunities across Travel and B2B. Be the Primary Contact for our Strategic Customers . Externally, maintaining clear and effective communication to ensure client satisfaction. Internally, acting as the voice of the customer within the Conferma organisation. Collaborating with colleagues across regions and functions to ensure excellence. Lead the execution of Account Management Governance Processes including Strategy Workshops and QBR's, Developing Account Plans and Partnership Plans which are anchored in the Customer Strategy, Track KPI's and deliver clear ROI to the Partnership.