CRU International is a leading provider of business intelligence and consulting services in the metals, mining, and fertilizer industries. With over 50 years of experience, we offer valuable insights and analysis that help our clients make informed decisions in an ever-changing global market.
About the role:
This role is responsible for helping customers realise sustained, measurable value from CRU’s commodities intelligence, data products and services. You will drive onboarding, adoption, retention and expansion through proactive account management, usage insights, tailored training and close collaboration with Sales, Product, Research, Support and Technical teams. Reporting to the VP of Customer Success, this is a dynamic, client-facing role suited to someone who builds lasting relationships and thrives in a commercially focused environment.
Key Responsibilities:
- Lead end-to-end onboarding and implementation, with clear time-to-value plans and milestones.
- Own a defined book of business, driving retention, growth, training and customer engagement in partnership with Account and Sales teams.
- Build and maintain Success Plans for accounts, including objectives, success metrics, risks and milestones.
- Maintain accurate account data in CRM and report Success KPIs to leadership.
- Monitor product usage and customer health, using analytics to drive adoption, prevent churn and trigger interventions.
- Conduct regular business reviews and value-realisation sessions.
- Organise and deliver workshops, demonstrations, webinars and targeted training.
- Drive renewals and identify upsell and expansion opportunities in collaboration with Sales.
- Act as the Voice of the Customer, capturing feedback and competitive intelligence for Product and Research teams.
- Coordinate with Support and Technical teams to resolve escalations and ensure SLAs are met.
- Support strategic product-migration activities as required.
- Contribute ideas for market engagement, messaging and community-building initiatives.
Skills & Experience:
- 5+ years’ experience in Customer Success or Account Management, ideally in SaaS, data or B2B subscription environments.
- Experience supporting global or regional teams and clients, including senior stakeholders.
- Advanced Microsoft Office skills and experience with Salesforce CRM; CPQ is a plus.
- Experience with support/ticketing systems and online order-processing tools.
- Strong commercial awareness, communication, presentation and stakeholder-management skills.
- Analytical, organised and self-directed, with a detail-focused and customer-centric approach.
What We Offer:
- Competitive salary and flexible benefits package.
- Opportunities for professional growth and development as part of a global company.
- A collaborative and supportive work environment.
- The chance to work with industry-leading experts and over a diverse range of topics and projects.
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