United Kingdom - Rickmansworth
Posted: 13/05/2024
Salary: £70Kper Year
ID: 34146_BH
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OR Customer Success Manager
Hybrid | (3 Days in Office)
Locations Salary
Rickmansworth, UK UP TO £70,000 DOE
Chicago, USA | St Louis, Missouri, USA UP TO $115,000 DOE
A Customer Success Manager is required to join an award-winning dynamic workplace technology company that provides comprehensive platforms designed to deliver actionable workplace insights. Their platform includes real-time analytics systems, workplace sensors, employee experience apps, signage solutions, and space management tools.
The Role
Looking for a Customer Success Manager with a strong technical background! You will be responsible for crafting and implementing a thorough client engagement plan, focusing on service excellence, and nurturing strong relationships. You'll continuously support clients in maximising the value of the company's products, utilising data analysis and collaboration with internal teams to enhance their experiences. You will drive improvements in product support and overall customer satisfaction by handling feedback and complaints and collaborating with account managers to achieve planned growth by maintaining high levels of client contentment.
Some of what you will be doing:
1. Setting clear retention objectives, milestones, and strategies to surpass clients expectations
2. Building long-lasting strong relationships with client stakeholders through consistent communication and swift issue resolution
3. Scheduling regular review sessions, weekly/monthly/quarterly/annually, to optimise client utilisation of company products/services, address service issues, and align with customer goals
4. Developing individual risk mitigation plans for each client, pre-emptively identifying and managing risk to ensure ongoing satisfaction and retention
5. Providing comprehensive support during onboarding and training phases to enhance product adoption and usage
6. Analysing client-related data and metrics to promptly address any adoption, trend, feature, or ticket-related issues
7. Participating in support calls to collaborate with the service desk team and clients, offering insights on metrics, trends, and solutions
8. Addressing customer complaints and feedback to enhance the overall customer experience, while actively seeking user input
9. Advocating for the product's value and new features through effective demonstrations
10. Demonstrating and reinforcing product value through exemplary customer experiences
11. Identifying and prioritising product/service updates based on customer requests, industry trends, and competitor analysis, reporting findings to key stakeholders
12. Acting as the voice of the customer within internal teams, including Product, Sales, Marketing, Operations, and Technical Support
13. Serving as a product champion, educating client stakeholders on product functionalities and benefits
14. Leading solution discussions with customers, designing solutions for implementation by the onboarding team
15. Facilitating technical challenges/solutions sessions post-deal closure to ensure alignment with business objectives
16. Front-end the handling of New Features and Enhancing Requests from customers, ensuring timely reporting and resolution
Ideally, your skills and experience will include:
17. 3+ Years as a Customer Success Manager or similar role
18. History of working in a Tech/SaaS business closely with product
19. Proven history of improving customer satisfaction through a planned and structured approach
20. Helping enterprise-size businesses expand their usage
21. Exceptional ability to communicate and foster positive business relationships
22. Understanding mobile applications, web applications, development, system integration, product release, and support requirements
23. Personal organisation and tracking to deliver high volume workload accurately and to deadlines
24. Managing a diverse group and training according to company standards
25. Exceptional ability to communicate and present to all levels of an organisation across the globe
26. Ability to facilitate requirement sessions, design meetings, progress and status updates
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Customer Success Manager