Senior Customer Value Manager

Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

We are seeking a Senior Customer Value Manager. The Senior Customer Value Manager will be a trusted advisor who provides mentoring and coaching to their Customer Value Team members while also maintaining a reduced portfolio of accounts. This role is vital to the overall growth and next phase of Phenom.

The Sr. CVM will have strong customer experience and business acumen to drive customer obsession, adoption and retention. In this role, you will work with our phenomenal customers and contribute to disruptive technology and thought leadership in Global Talent Experience Management.

What you will do:

• Drive maximum value for Enterprise and Elite customers in the DACH region, leading to product adoption and retention
• Proactively identify process and customer experience improvements; partner with internal teams to develop and implement solutions
• Be responsible for the target GRR of the assigned region by elevating the customer experience, serve as part of the steering committee and point of escalation for the CVM
• Work closely with Product, Sales, Implementation, Support, Development and Account Management to develop deeper connections with our customers and ensure a smooth customer journey
• Build knowledge and resources on regional market trends, insights and needs
• Support the sales teams in closing new customers in the region
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What You've Done

• 5+ years of experience in Customer Value. HR Saas Solution is preferred
• Demonstrated success in mentoring team members
• Excellent analytical skills and ability to quickly grasp and explain technical and business concepts
• A high level of business acumen and ability to analyze and communicate feedback in real time
• Excellent communication and presentation skills, particularly at the executive level

Coaching & Mentoring

• Regional vertical leadership with best practices, research, & industry trends
• Partner with knowledge management and cross-functional teams to train CVMs
• Assist CVMs with prep for client calls as needed, including: Steercos, Business Reviews, Business Process reviews and Value plan
• Assist in Risk Response plans for accounts that are at risk
• Support renewal actions

Operations

• Maintain a 50% book of business leaving 50% for team operations & leadership
• Attend weekly CV leadership calls
• Internal projects and execution as needed → each Regional Lead to support one key initiative for the organization

*This role requires regular on-site attendance for candidates who would be based in or near the London office in Holborn & the NL office in Rotterdam within an 80 km radius, in accordance with our office attendance policy. If you're outside the 80 km radius, then it is remote.

*Applicants for this role must be currently authorized to work in the country hired. At this time, we are not accepting applicants who require sponsorship, whether now or in the future.

Benefits

We want you to be your best self and to pursue your passions!

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Generous vacation policies & holiday time off
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every office and even for those who work remotely!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!