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Customer Experience Manager (UK)

Location – UK

Full Time

Open to flexible working arrangements

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About Us

At Cipher we are committed to extracting value from patent data, enabling companies and investors to make better and more informed strategic decisions. We recognise the importance of intellectual property as a growing mainstream asset class and the role of patents in providing a window into who owns what technologies and where. By harnessing the latest advances in machine learning combined with expert analysis, Cipher is disrupting how actionable insight is extracted from global patent data. Information can now be accessed with efficiency, accuracy and at a speed that is just not possible by traditional methods.

We are a fast-growing London company, revolutionising how companies and investors extract strategic intelligence from global patent data.

Your Career – Customer Experience Manager

Working within the commercial team, the successful candidate will be responsible for on-boarding and pro-actively partnering with each assigned Cipher customer to ensure a high retention rate, cross-sell opportunity identification and customer satisfaction.  This is a problem solving role where you will be required to ask questions, listen to your clients and not only find the answers, but deliver on them. We’re looking for a versatile member of the team prepared to directly handle customer support needs, take a pro-active approach to working with clients and over time become fluent in the IP sector and Cipher’s solution set.  Cipher takes a collaborative team approach to clients, prospects, projects and problem solving however it’s important that the successful candidate has a self-starter personality who sees the client problem through from start to finish and wants to lead on the delivery of each solution.

Your Responsibilities

  • Work with new clients to manage their onboarding to the Cipher platform, and support the new sales process when required
  • Listen to and work closely with our existing client base to understand their problems and provide the right solution at the right time
  • To really know your clients, develop relationships, and to build rapport with users and decision makers to ensure retention and drive cross-sell opportunities
  • Act as a consistent point of contact to the business for client feedback, ensuring the voice of the customer is understood and heard as we develop our offerings and solve client problems
  • Work with the wider business to develop and communicate our solutions offerings

Your Core Competencies

  • Commercially minded and customer focused
  • A driven individual who has a need to understand the client intimately
  • Dedicated to providing a client centric approach to service
  • A team player and prepared to lead
  • Strong communicator
  • Inquisitive and analytical
  • Helpful, collaborative and efficient
  • Comfortable in exploring the right answer & not afraid to ask challenging questions
  • Tenacity to keep learning
  • A creative problem solver
  • Minimum 3 years experience working in SAAS. Previous experience of working in IP would be advantageous
  • Previous experience working in a customer success/customer implementation role is preferable

Please submit your CV along with a covering letter to express your interest in this position.

Apply now

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