Customer Success Associate, Ometria
1-3 days a week in office
Customer data & marketing platform
Open for applications
Customer data & marketing platform
101-200 employees
Open for applications
1-3 days a week in office
101-200 employees
Company mission
Ometria's mission is to help retailers create marketing experiences their customers will love.
Role
Who you are
- Exceptional Communication - Collaborate effectively with internal teams to drive outcomes and boost customer retention
- Data Literacy - Comfortable with data manipulation and interpretation using tools like Excel and Google Sheets
- Adaptability and Prioritisation - Thrive in fast-paced environments, managing multiple tasks and deadlines efficiently
- Dependable and Autonomous - Accountable, able to work independently, and provide regular feedback and updates
- Meticulous Prioritisation and Self-Management - Self-starter who excels under pressure, finds ways to work smarter, and contributes ideas collaboratively
What the job involves
- As a Customer Success Associate, you will support Customer Success Managers, focusing on client satisfaction and revenue growth for innovative UK retail businesses
- You will report directly to the VP/Director of Customer Success and support the management of a portfolio of key customers
- You will partner with a team of Customer Success representatives supporting key initiatives that drive value to our customers largely through the execution of a range of critical administrative tasks
- Provide weekly client performance and risk insights to Customer Success representatives ahead of their client Success Calls
- Monitor satisfaction and highlight sentiment risk
- You’ll monitor customer satisfaction by working closely with your team and support on account specific strategic initiatives to mitigate sentiment risk across your assigned customers. You’ll ensure sentiment and contact statuses are reflected in Salesforce
- You’ll support timely renewal documentation ensuring the CS representative is armed with accurate customer facing outreach ahead of contractual engagements
- Support customer commercial forecasting
- You’ll ensure timely and accurate commercial forecasting is updated by reviewing weekly updates made by the team to ensure customer health and activity records support commercial opportunity updates
- You’ll highlight weekly forecasting updates directly with your assigned CS representatives and CS leadership
- Support End-to-End Client Commercials:
- Assist in building commercial proposal documents and initiating contract discussions
- Finalise customer order forms for renewals and mid-contract changes
- Opportunity Forecasting:
- Ensure opportunities reflect client sentiment and any changes in customer happiness
- Sentiment Tracking & Stakeholder Management:
- Manage sentiment and contact tracking in Salesforce, ensuring data and stakeholder maps are current
- Success Call Preparation:
- Analyse customer trends to influence CRM strategy for Success Calls
- Provide data insights on campaign performance for ongoing engagements
- Messaging Tracking Reporting:
- Produce client-facing reports on messaging usage and build commercial outreach notices
- Client Engagement Management:
- Ensure proactive client engagements and book contractual touchpoints with key stakeholders
- Flag trends in customer engagement based on call attendance and insights from tools like Gong.io and Salesforce
- Success Plan & Risk Model Management:
- Update client Success Plans and customer risk models weekly, outlining next steps and action owners
- Produce Executive Customer Business Reviews and Value alignment decks for the Customer Success team
- Leveraging a variety of internal tools you’ll deliver presentations and reports for your team to deliver to their customers a week ahead of intended delivery to each customer
- You’ll deliver adhoc reviews and reports as needed to support the team as required by CS leadership
Salary benchmarks
Otta's take
Sam Franklin
CEO of Otta
Ometria believes that consumers will no longer tolerate the torrent of irrelevant adverts sent their way, especially as the retail environment becomes ever more competitive. To solve this problem, it uses AI-powered advertising targeting to make sure people see adverts that are relevant for them, helping businesses (by enabling them to be more targeted) and consumers (as they see fewer irrelevant adverts).
The company serves a number of top retailers including the likes of Sephora, Steve Madden, and Notonthehighstreet.com. With a founding team that is experienced in marketing and advertising, it has had no trouble cementing itself as a strong option in the space, and continues to make strategic partnerships to bolster its offering. Impressively, a study examining the benefits of using the platform over three years found the company delivered 430% ROI to retailers, and Ometria also announced it is Positive Planet verified carbon neutral.
Insights
Company
Funding (last 2 of 7 rounds)
Nov 2021
$40m
SERIES C
Sep 2019
$21m
SERIES B
Total funding: $72.1m
Company benefits
- Your birthday off
- Personal development budget
- Health and Wellness Programme
- Work from home opportunities
- Video therapy sessions through Spill, to support positive mental health
- Enhanced Financial Benefits (Salary sacrifice pension, DIS, Income Protection)
- 30 days holiday (excl. bank holidays)
Company values
- Self aware: We’re aware of our strengths and weaknesses, how they impact our work and other people, and we’re always seeking feedback on both.
- Team over self: We prioritise the benefit of the team over personal gain. We don’t make decisions that negatively impact the team.
- Respect for the trust we've been given: We act honourably and never abuse the trust we’ve been given by customers or the team.
- Relentless in the pursuit of mastery: We always believe we can do better. We push others and help them to do better.
- It's awesome to be here: We want to be here, we feel lucky to be here, and we show this through our positive energy.
- E.L.F: We are accountable for outcomes, we deliver on commitments that we make and we don’t give up.
Company HQ
City of London, London, UK
Founders
Ivan Mazour
(CEO)Previously founder of Interactive Art and Innova.
Djalal Lougouev
(CSO)Previously worked in finance at Credit Agricole. Also co-founded Innova Kapital.
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