Customer Success Manager, Loqate

GBG • New York, NY

10d

About The Position

Enabling safe and rewarding digital lives for genuine people, everywhere. GBG's technology draws on diverse and reliable data to create a single point of truth for identity and address verification. With over 30 years of experience, the team and technology are focused on enabling safe and rewarding digital lives for everyone. Genuine people everywhere should be able to digitally prove who they are and where they live, regardless of age, location, or background.

At GBG, we don’t just provide products — we deliver valued solutions to help our customers grow their business. This is a unique opportunity to join our ever-evolving Customer Success team and have a direct impact on how the organization serves as the connection point between customers, solutions, and the rest of the GBG organization. The guiding principle is that healthy customers are growing customers, which requires understanding customer goals and quantifying how GBG helps achieve them, demonstrating curiosity in customer needs and business strategy, building relationships across different customer levels, partnering cross-functionally within GBG to operate on behalf of customers, and challenging both customers and the GBG team on new ways to innovate for growth.

Requirements

• Previous experience working directly in customer facing roles including day-to-day and senior level engagements
• Passion for providing a best-in-class customer experience
• Owning and managing customer meetings including business reviews
• Developing customer account plans and/or SWOT analysis
• Ability to translate data into compelling success stories
• Comfort working cross-functionally across a variety of internal departments in a fast-paced environment
• Proactive mindset in identifying solutions for customers and ability to manage through execution
• Interest in product capabilities and how to apply them as solutions for customer needs
• Agility to work in grey areas and apply an entrepreneurial mindset to tackle new challenges
• Curiosity in new ways or operating including leveraging AI to provide value to our customers quicker and more efficiently
• Familiarity working with Microsoft Office, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms

Nice To Haves

• Experience in location addressing or related industries such as fintech, banking, gaming, lending, insurance, retail, or technology is a strong plus

Responsibilities

• Own the customer onboarding process to ensure a smooth implementation and quick time to value
• Help design and measure health metrics and implement improvement plans as required
• Build relationships with existing contacts and identify new contacts to deepen engagement
• Responsible for contract renewals including revenue retention and growth
• Craft and execute key engagements during the customer lifecycle including business reviews, internal account plans, and renewal engagements
• Proficient in GBG’s solutions and the value they provide across various use cases
• Understand your customer’s needs to guide them through best practice product adoption
• Leverage internal tools to monitor daily volumes to identify any peaks/valleys within current solutions and facilitate appropriate actions and resolutions where needed.

Benefits

• Dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered.
• Information about benefits available upon request via email to [email protected].

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed