Pyramid Outline

Customer Success Manager

Madrid / Spain

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Your Opportunity

About Blue Prism

Blue Prism is an international publicly listed software based in the UK. It is undergoing an exciting level of rapid expansion as it seeks to dominate the Robotic Process Automation market around the globe. Since its listing on the London Stock Exchange AIM market in early 2016, Blue Prism has grown its customer base more than threefold with sales revenue, employee headcount and other business metrics also growing at an exciting rate with offices in London, USA, Japan, Australia and India.

Blue Prism operates a largely indirect sales model, meaning that deals are transacted through reseller partners, who range from global Systems Integrators such as Accenture, Deloitte, EY and IBM down to smaller, geographically specific, advisory and implementation partners.

About Robotic Process Automation

Robotic Process Automation (RPA) uses software robots to automate routine tasks and business processes traditionally undertaken by people in low value and routine-driven roles.

Blue Prism does more than this, provisioning a Digital Workforce – made up of software robots – to deliver strategic benefits through technology. Its technology platform not only automates work but opens up the opportunity to capitalise on new technology developments – for example in AI, voice recognition, machine learning and virtual assistant technologies to name a few – in order to enable a transformation in customer experience and service offerings.

Your Opportunity

Blue Prism is currently seeking an enthusiastic and motivated individual with a passion for customer success to join our team.

You will be responsible for elevating the customer experience and outcomes within Blue Prism’s customers. The primary goal is to ensure customers derive maximum business benefit from their Digital Workforce powered by Blue Prism’s Robotic Operating Model (ROM) in as short a time frame as possible by mobilising the services and resources required to support the removal of all potential roadblocks along the customer journey.

You will work closely with other Blue Prism teams and our Partners to drive success and strive to make each customer you work with a reference.

You will serve as the advocate of the customer to represent their needs with both their Partners and the internal entities of Blue Prism including Partner Management, Customer Support, Professional Services, Product Development, and Sales.

This role will warrant frequent discussions with customers and partners, webinar presentations, possible customer site visits and periodic status reporting on milestone achievements.

Our Ideal Candidate Will Have:

  • 3+ years of customer-facing experience within a top-rated software or consulting organisation,
  • A background from Customer Success, Service Delivery, Consulting or pre-sales, though other backgrounds will be considered,
  • A proven ability to build and own value-based customer relationships and manage throughout a lifecycle,
  • Flexibility to work in a rapidly changing, complex environment,
  • A passion for driving customer outcomes and promoting a customer centric organisation,
  • Excellent verbal and written communication skills, and
  • An ability to create structure in ambiguous situations and implement programs or professional services engagements to drive success.

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Our Ideal Candidate

Your Experience

  • You will have worked in a breadth account tier before - maintaining multiple relationships and using tools such as Salesforce, Gainsight or other methods to record and drive engagement.
  • You will have worked in a proactive engagement environment having clear goals for your customer portfolio and being empowered to drive the same.
  • You will have experience conducting quarterly or semi-annual business reviews to communicate with client stakeholders.
  • You will have worked with customers to understand their required outcomes, document and track them.
  • You will have worked with and influenced cross-functional teams to drive successful customer outcomes.
  • You have a strong ability to strategically identify new opportunities within existing accounts and relay such info to the appropriate sales colleague.
  • You display superior customer facing skills even when under pressure.
  • You have a great attitude with the ability to foster a fun, productive working environment.
  • You have the ability to be part of a team and are equally driven to build the customer relationships alone.
  • Develop a trusted relationship with customer representatives at all levels such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Blue Prism Digital Workforce to be realized;
  • Drive a positive health score of your portfolio and steer customers towards being advocates of Blue Prism;
  • Engage internal Blue Prism teams where needed to drive engagement and utilisation of the Blue Prism Digital Workforce and Robotic Operating Model within the customer’s environment;
  • Be sufficiently knowledgeable of the product roadmap and forthcoming product enhancements to engage with clients;
  • Build an awareness of the Digital Ecosystem and the Technical Alliance Partners’ usage of complementary technology to be able to crisply articulate the headlines to customers and help them understand how they could benefit from deploying them;
  • Co-ordinate the introductions and, where appropriate, the mobilisation of teams/resources required to support additional use of the Blue Prism product and the complementary technologies.
  • Track all milestones related to Customer Success activities such that the overall progress of each priority customer's RPA program can be closely tracked;
  • Identify potential use case material and share customer success reports and customer use cases with the Executive sponsors and Blue Prism’s Customer Experience team;
  • Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment; and,
  • Monitor the likelihood of customers renewing their current contract and work with the Account Manager to instigate remedial action where required.

Your Responsibilities

You will be responsible for ensuring our customers' success across a breadth engagement portfolio of 1:30 customers and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the Sales organisation, Partners, Support team, Professional Services and Product Management to ensure that Blue Prism is delivering overall superior service and support to our customers.

Additional responsibilities include but are not limited to the following:

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Additional Information

Competitive Benefits Package

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