Customer Success Manager
Hybrid | (3 Days in Office)
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.
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.
regular review sessions, weekly/monthly/quarterly/annually, to optimise client utilisation of company products/services, address service issues, and align with customer goals
individual risk mitigation plans for each client, pre-emptively identifying and managing risk to ensure ongoing satisfaction and retention
comprehensive support during onboarding and training phases to enhance product adoption and usage
client-related data and metrics to promptly address any adoption, trend, feature, or ticket-related issues
in support calls to collaborate with the service desk team and clients, offering insights on metrics, trends, and solutions
customer complaints and feedback to enhance the overall customer experience, while actively seeking user input
and reinforcing product value through exemplary customer experiences
and prioritising product/service updates based on customer requests, industry trends, and competitor analysis, reporting findings to key stakeholders
as the voice of the customer within internal teams, including Product, Sales, Marketing, Operations, and Technical Support
solution discussions with customers, designing solutions for implementation by the onboarding team
Years as a Customer Success Manager or similar role
mobile applications, web applications, development, system integration, product release, and support requirements
a diverse group and training according to company standards