Job Title: Senior Customer Success Manager
Reporting To: Head of Customer Success
Location: Bridgwater with Hybrid working
Salary: Competitive
Job Type: Full Time 37.5 hours a week
Our Purpose
Nourish Care provides a digital solution to the health and social care sector which improves the process of recording, analysing, and sharing of information. We seek to enhance and simplify care in equal measures; To harness the power of care management software to improve the lives of people who need care and those who provide it.
We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector, we will not be complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector and our incredible employees are what make this possible.
About the Job
We are looking for an experienced CSM to manage a portfolio of enterprise accounts on our domiciliary care side of the business, to ensure an amazing customer experience. Working with your accounts throughout their journey to drive long term satisfaction, accelerated net revenue retention and referrals.You will be responsible for owning the overall customer journey, and accountable for Customer Satisfaction and product adoption. You will have strategic conversations at a high level with our customers, running EBRs/QBRs, roadmap session, and taking part in customer events and our customer advisory board meetings. You will work closely with an account manager on your customer accounts, who will be responsible for the growth of our customer base.
The role and your responsibilities
* Manage a portfolio of key customers in the homecare space
* Collaborating with clients to establish key performance indicators and aiding the customer in achieving their goals and evolving the platform to ensure continued success
* Identify, track, and improve the health status of each of your customers
* Identify and work with an account manager on additional product opportunities for your customers
* Make sure that customers get maximum value from Nourish and give them insight into this through high-touch engagements
* Networking within the customer organisation to build and maintain relationships at all levels of the customer organisation with a focus on creating executive level, value-based engagement
* Become a Nourish product expert and use this knowledge to effectively guide customers towards their desired outcomes
* Maintain excellent knowledge of customer initiatives, roadmaps, rollout plans and issues
* Be the voice of the customer back into our organisation
* Create account plans and delivering EBR’s
Required experience
* Proven experience in Customer Success or other B2B customer facing roles, building relationships across several stakeholders in an organisation
* Direct experience in or deep knowledge of the domiciliary care space is desired
* Ability to recognize and maximise business value
* Comfortable with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
* Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
* Experience or high curiosity about the SaaS space
* Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
* Enjoys working closely with customers to ensure complete satisfaction
* Unafraid to roll-up sleeves, get it done and "lead from the front”
* Exceptional drive for developing new operational processes and projects and ability to fulfil operational roles
* Be a quick learner and have the ability to work effectively in a constantly evolving scale-up environment
* Willing and able to travel
Nourish Benefits:
* 25 Days paid leave + Public holidays
* Additional annual leave for length of service and birthday day off
* Private medical insurance including a personal health plan
* Employee referral scheme
* Group life assurance
* Enhanced maternity leave
* Pension contribution
* Employee assistance programme
* and many more.....
All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references and receipt of the appropriate Right to Work documents.
Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles.
The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work.
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