Job Description: Can you relate to customer challenges and effectively increase customer retention and satisfaction while identifying revenue opportunities? As Client Success Specialist working primarily with our Social Housing clients, you will be at the centre of customer interactions ensuring that client retention and satisfaction are maximised.
Key Responsibilities
* Client Retention Strategy: Work with the MRI strategy to address clients at risk of leaving, including understanding their reasons, along with exploring and executing solutions to retain ARR.
* Effectively Resolve Client Escalations: Support client issues and escalations by having proactive customer dialogue, devising action plans to remedy the situation, and ensuring the customer is satisfied once the matter has been concluded, whilst protecting MRIs best interests.
* Client Risk Management: Support AMs to review and update the risk records for clients, ensuring accurate and detailed information is provided.
* Client Communication: Proactively speak to clients to ensure they are happy, build relationships and ensure they are making best use of their solutions.
* Client Attrition Analysis: Analyse and address the reasons behind client attrition, focusing on actionable steps to retain clients.
* Client Feedback: Collect and analyse client feedback to identify and address product, Professional Services and support issues contributing to client dissatisfaction.
* Identify Additional Business Opportunities: Identify additional billable solutions and services that can be provided.
* Generate ARR & Professional Services Revenue: Encourage clients to convert their demand into long term ARR bookings, and services.
* Maximise Client Satisfaction: Manage and support quarterly review meetings with customers, highlighting the benefits of our service, addressing any service/product concerns, and identifying opportunities.
* Customer Satisfaction: Review and action customer satisfaction surveys (rNPS) that can be used to improve our future offerings.
Knowledge, Qualifications and Skills
* Bachelor’s degree in business management or related field; Masters preferred – and/or relevant qualification and/or relevant experience.
* Comprehensive knowledge and deep practical experience of MRI’s solutions, the market, and clients is essential.
* Proven ability and record of resolving client challenges and identifying service and software opportunities.
* 5+ years’ experience managing client escalation and retention challenges.
* 5+ years’ client relationship and mediation experience.
* Demonstrated ability to take concrete actions to deliver and inspire.
* Polished skills in communication, mediation, planning, and cross team collaboration.
* Excellent documentation and presentation skills.
* Collaborator with Problem Solving, ‘Can-do’ Mindset and a client centric focus.
* Willing to travel to client sites.
Benefits
* We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group.
* Have confidence in your health with our Health Insurance Scheme.
* Invest in our competitive Personal Pension plan and help set you up for your future.
* Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
* Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
* Further your professional development with our Tuition Reimbursement Schemes.
* Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!
We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you!
As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.
Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.
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