Customer Success Manager - Milton Keynes (Hybrid)
Salary:
£35,000 - £40,000
My Client are currently seeking a Customer Success Manager to look after 40-50 EMEA accounts with extreme ownership and accountability of the success and experience of each customer. You will build strong relationships with customers at all levels with the aim of ensuring customer satisfaction and minimising any form of attrition. You will have a consultative, customer-centric approach to the identification and implementation of solutions that meet the customer's needs.
Key Responsibilities:
* Have a strong, confident presence when leading account meetings which will help you to form strong relationships with contacts at all levels for your own dedicated accounts.
* Ensure progress and satisfaction through NPS and CSAT scores, consulting with Project Managers and Support Analysts if any projects and/or tickets are halted and have accountability on the progression and resolution of these to deadlines.
* Help drive your customers short to long-term plans and expand their use of the Kx product suite by understanding their challenges and suggesting solutions, passing leads directly to the Sales team to provide demonstrations and progress opportunities.
* Proactively offer and sell training to all customers, and specialise in an area of our product suite to deliver new starter training where possible.
* Understand any gaps in the market or improvements to products needed due to feedback from customers. Discuss feedback with the rest of the Sales and Products teams to help shape the product development roadmap.
* Collaborate with the rest of the business team to share industry knowledge, customer feedback and new ideas.
* Ensure all customer interactions are logged in Salesforce and understand the importance of this activity, ensuring accurate data and audit is available for business insights.
What You'll Bring:
* Strong experience in customer experience, client services or an account management role
* Demonstratable success in meeting or exceeding KPI's related to customer retention & satisfaction
* Proficient in using a CRM software. Salesforce is a bonus
* Comfortable with technical products & solutions, with the ability to grasp and articulate complex concepts. Prior experience in SaaS is a bonus.
* Proven ability to manage multiple projects or accounts simultaneously, meeting deadlines and prioritising tasks effectively in a fast-paced environment.
* A background in EdTech or Higher Education is desirable, but not essential
What's On Offer:
* 25 days holiday (plus bank holidays) - with extra days the longer you're with us
* Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
* Enhanced pension contributions to support your future
* Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
* Salary sacrifice schemes for electric vehicles and cycle-to-work
* 24/7 access to our Employee Assistance Programme for confidential advice and support
* A full annual health check to keep you at your best
* A flexible benefits platform - from life assurance and learning opportunities to retail discounts and cinema tickets
* A genuine people-first culture where your growth and wellbeing come first
* Performance-related bonus scheme to reward your contribution
* Regular socials - from team get-togethers to all-company celebrations, with each department owning a budget for their events
* The opportunity to attend group conferences, away days and learning forums both in the UK and abroad - network with other talent