.At Zyte, we eat data for breakfast and you can eat your breakfast anywhere and work for Zyte. Founded in 2010, we are a globally distributed team of over 240 Zytans working from over 28 countries who are on a mission to enable our customers to extract the data they need to continue to innovate and grow their businesses. We believe that all businesses deserve a smooth pathway to data. For over a decade, Zyte has led the way in building powerful, easy-to-use tools to collect, format, and deliver web data quickly, dependably, and at scale. Today, the data we extract helps thousands of organizations make smarter business decisions, secure competitive advantage, and drive sustainable growth. We do this by building innovative leading-edge products that can solve the most complex web data challenges. Over 2,000 companies and 1 million developers rely on our tools and services to get the data they need from the web. Reporting to our Head of Customer Success, we are looking for a Strategic Customer Success Manager who ensures our customers derive maximum value from our products such that they renew, expand and become advocates for us in the market. We operate a matrixed Delivery operation so on day-to-day basis, the Strategic Customer Success Manager will work closely with Delivery, Product and Sales coordinating the work efforts across our organisation to ensure a successful customer outcome. If you are a customer-centric, data-driven, commercially-driven individual, who wants to be part of a world-class team then this is the role for you. Roles and responsibilities: Services which may include data delivered via a subscription, maintenance services or ad-hoc services to extend some existing dataset(s). Act as a day to day point of contact and first point of escalation for customer concerns relating to any aspect of service. Customer advocate representing customer needs across any internal Zyte team (SPM, Maintenance, etc). Coordinate / drive customer technical requests or issues that sit with any Zyte team (Data Maintenance, SPM, Infra, etc). Partner with teams such as Product, Support, Sales, Delivery in pursuit of delivering excellent service to our customers. Avoid escalations by providing timely information and resolution to customer issues. Proactively identify and implement CX improvements through regular reviews of service for this customer. Deliver a formal status update regularly, reporting on all aspects of service that Zyte provides. Ensure a consistent customer NPS resulting in successful retention of this customer. Work with Sales teams on renewals and on proposals for expanding our footprint. Successfully onboard and retain our customers by driving programmes of adoption to maximise the value customers get from our products and challenging our internal organisation as needed. Actively identify and develop new customer opportunities
