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Our client, a leading customer communications company, is looking for a Continuous Improvement Lead to join their team in Sunderland.
Are you an experienced Customer Success Manager looking for a new challenge? If you love stakeholder management and working in a fast-paced environment, you will love this role!
We are seeking a highly motivated and experienced Customer Success Manager to join the team. Our client is a dynamic and forward-thinking organisation committed to revolutionising the way our clients do business. They specialise in digital transformation services, helping clients transition from traditional paper-based processes to cutting-edge digital solutions.
As a Customer Success Manager, you will drive customer satisfaction and retention through exceptional service and strategic account management.
You will analyze client needs, provide tailored solutions, and build strong relationships to ensure long-term success and growth.
You will be responsible for managing a prestigious client portfolio within financial services, consumer goods, utilities, and telecoms industries.
Success will be achieved through effective stakeholder management, clear communication, and growing client accounts with a focus on sales and satisfaction.
Key Responsibilities
1. Engage proactively with clients to ensure ongoing satisfaction and high retention rates.
2. Address issues promptly to maintain trust and loyalty.
3. Foster strong partnerships by demonstrating ongoing value.
4. Identify and nurture upsell and cross-sell opportunities for future growth.
5. Maintain comprehensive knowledge of our products and services to offer tailored solutions.
6. Monitor client engagement and satisfaction to flag at-risk accounts and implement retention strategies.
7. Lead Quarterly/Executive Business Reviews (QBRs/EBRs) and strategy sessions.
8. Consult on content strategy and oversee its execution to meet client objectives.
9. Analyze project data to provide actionable insights for clients.
10. Address client issues proactively and collaborate internally for continuous improvement.
11. Guide clients through platform setup and provide extensive product training.
12. Develop and strengthen relationships to ensure clients understand the full value of our services.
13. Deepen service penetration within client organizations.
14. Align services with client business objectives, acting as a bridge between their needs and our solutions.
15. Collaborate with internal teams to ensure smooth onboarding, identify growth opportunities, and streamline renewals.
Key Qualifications
* Experience in marketing/e-commerce and customer success roles
* Exceptional communication and relationship-building skills
* Strong organizational skills to multitask in a fast-paced environment
* Good analytical skills for interpreting data and providing insights
* Ability to work collaboratively and adapt to change
* Advanced problem-solving skills
Knowledge/Skills
* Experience in BPO, RPO, or Client Services industries
* Strong stakeholder management experience
* High-level communication and analytical skills
Please only apply if you have the right to work in the UK and can work on-site 5 days per week in Sunderland.
Devonshire is an equal opportunity employer, encouraging applications from all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation, or marital status.
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