Customer Success Executive / Junior CS Manager Location - Sheffield Salary - £27,000 Hybrid - 3 days per week in Sheffield Were seeking a passionate, highly motivated, eager to learn Junior Customer Success Manager to join our growing team. Reporting to the Head of Customer, you will play a key part in ensuring our customers are happy and support them in delivering a great experience You will be working with a team of client facing Customer Success Managers (CSMs) who engage and support service delivery to Crematoria, Funeral Directors, Officiants and Register Offices. This team collaborate across all Vivedia business functions to ensure satisfaction and success with Vivedia products and services, to improve customer engagement, retention and ROI. This role would suit someone looking for an entry level position into the world of customer success. Vivedia is a company on the move and offers real learning opportunities for an ambitious individual wishing to grow their career. Job Requirements Someone with high emotional intelligence Passion and enthusiasm for making a difference Excellent customer service skills are essential Strong organisational skills and the ability to manage multiple priorities Excellent communication and stakeholder management skills Attention to detail, thoroughness and accuracy is essential Salesforce experience an advantage Commercial awareness A real team player Someone who thrives on customer interaction, exceeding expectations and delivering an outstanding customer experience Clean driving licence and own car is preferable Job Responsibilities Providing support to our customers through the team inbox ensuring queries are dealt with quickly and efficiently Managing the onboarding of a specified group of customers, ensuring a smooth process and great first impression Preparing and facilitating regular customer reviews with a defined portfolio of customers Building great relationships both internally and externally Organising immersion visits to customers sites for Vivedia colleagues Managing the feedback from customer visits and associated close the loop activities Drive education, adoption and engagement of our products and services Liaising with our FD & Officiant groups as and when required by the Head of Customer Attend occasional events and customer visits to deepen customer & sector knowledge Identify training requirements and education/awareness gaps for our customers Support with contract management, renewals and price increases Keeping customer records up to date on Salesforce (CRM) Act as a champion for our customers with other teams across the business Reviewing NPS & CSAT feedback ensuring actions are progressed and close the loop activities are undertaken Support with preparation and occasional attendance at events/exhibitions/open days Identifying cross-sell/upsell opportunities Dealing with escalations and complaints Supporting with collection of aged debt and billing queries CSM administrative support for onboarding new customers Be a brand ambassador for Vivedia/Obitus in everything you do Always looking for ways we can improve what we do and how we do it Benefits We offer a range of benefits including ?? Competitive Salary ?? Performance Bonuses ?? Hybrid/Remote Work Options ? Flexible Working Hours ?? Career Growth Opportunities ?? Learning & Development ?? Generous Paid Time Off ?? Parental Leave ?? Tech & Equipment Provided ?? Free Tea, Coffee & Fruit ?? Company Events & Team Building