Client Success Manager

Location: Chertsey, Surrey
Job Type: Full time
Contract Type: Permanent
Salary: £40,000 - £55,000 Basic (dependent on experience), c£70,000 OTE

The Role

Are you a positive, self-motivated, and personable individual, driven by delivering a high-quality service to clients?

Our Client Success Teams will ensure the overall success of a client’s relationship with Krome. Operating as small groups, the teams will closely manage a portfolio of key clients, and since these are results not revenue focused teams, they will be prioritising getting the right outcome for clients through gaining an in-depth understanding of their IT requirements and needs.
Each team will consist of Client Success Managers, Client Success Executives and Client Success Administrators, and our aim is for the teams to have a fun, close-knit mentality, ensuring a high standard of professional service and client care.
The Client Success Manager will maintain a portfolio of existing clients, putting the client’s needs first and developing relationships with stakeholders within each client. As the day-to-day face of Krome in those relationships, you will be the interface for the clients to get answers, providing them with access to our various teams to help meet their business needs.

Responsibilities:

• Managing a portfolio of clients and strengthening stakeholder relationships
• Overseeing and successfully delivering on IT projects and closely partnering with clients to understand their new IT requirements
• Providing regular reporting in the form of service reviews to ensure clients are achieving what they need
• Conducting face to face reviews (quarterly, bi-annually or annually depending on the client size)
• Ensuring our CRM system is kept up to date; detailing current / future projects and recording service review actions and outcomes
• Developing an understanding of Krome’s services and offerings to advise clients in a knowledgeable and consultative manner
• Working closely with our Pre-Sales and Technical teams to organise meetings when their expertise is required by clients
• Mentoring / Supporting more junior team members to ensure the success of your team

Requirements:

• A minimum of 4 years’ experience in a similar role; Client Success, Account Management, Sales, Consulting etc
• Previous experience within the IT industry is essential
• A collaborative nature with engaging communication and client facing presentation skills - excellent written and spoken English essential
• Client focused with the willingness to take ownership and responsibility to meet client needs
• Highly personable with great team player skills – the ability to interact fairly and respectfully with internal and external teams, clients, and stakeholders at all levels
• Passionate about delivering a class leading service, with the ability to nurture and enhance the client experience with Krome
• A positive and proactive attitude with strong problem-solving skills and the willingness to be flexible and responsive to all work and project requests in an agile environment
• The ability to create comprehensive reports in a timely manner
• Solid experience of MS Office applications – Outlook / Word / Excel / Teams skills
• MS Dynamics / CRM experience highly beneficial
• Degree level education or equivalent professional experience required
• This is a Monday to Friday role 9:00am – 5:00pm based at Krome’s HQ in Chertsey (Surrey). Once probation has been successfully completed, there will be the opportunity to work 3 days per week in the office and 2 days flexible working (depending on client/business needs).

The Package:

• £40,000 - £55,000 Basic (dependent on experience), c£70,000 OTE
• Benefits:
• 4% Employer Pension Contribution
• Flexible Annual Leave Package (25 days, plus Bank Holidays, increasing with Length of Service)
• Employee Assistance Programme
• Private Medical Insurance (applicable after 5 years’ service)
• Learning and Development Programme, aimed to support Career Progression
• Monthly Employee Recognition Awards (Extra Days Holiday or Amazon Voucher Rewards)
• Long Service Recognition Awards for 5, 10, 15 years+
• Complimentary Breakfast Available (8am – 9am Mon to Fri)
• Complimentary Tea/Coffee and Fresh Fruit Available All-day
• Fully Stocked Beer/Wine Fridge for Friday After Work Drinks
• Discounted Corporate Gym Membership
• Cycle to Work Scheme
• Shower Facilities
• Free Private Car Park
• Staff Break Out Room with Pool Table
• Modern, Open Plan, Office Environment
• Quarterly Company-Funded Social Events
• Company-Funded (Voluntary) Participation in our Charity Events
• Electric Vehicle Charging Points are available at our Chertsey Head Office

Inclusion & Diversity

Krome Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment free from discrimination, where all employees are treated with dignity and respect. All aspects of employment at Krome including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression or veteran status.

Krome Technologies is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Krome Technologies protects personal information online, please see the Krome Technologies Privacy Policy

You may also have experience in the following: Customer Success Manager, Customer Relationship Manager, Client Engagement Specialist, Account Manager, Client Advocate, Customer Satisfaction Specialist, Account Success Manager, Client Support Manager, Customer Retention Specialist, and Customer Experience Manager, etc

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