Customer Success Manager

Clearhill operates multiple brands within the shopping centre & grocery sector throughout the UK & Ireland, including the supply & operation of Leisure Vending Machines, and the provision of Gift Card services.

As a company, we are passionate about the continuous improvement of our products, our processes & most importantly, people. This is a great chance to join a fast-moving company focused on expanding & delivering a premium customer experience. We are seeking a talented Customer Success Manager to join our team.

Summary

The Customer Success Manager role is focused on the ownership and continual improvement of the Gift Card Service offered to our customers in the UK and Ireland. The role will maintain and develop excellent working relationships with new and existing customers which fulfil and then exceed the service expectations of the customer and Clearhill.

What you’ll do

• Day-to-day management and co-ordination/prioritisation of workload for customers, delivering on time and high quality inputs to them as required to ensure the continuation of business growth
• Ownership of key customers from a commercial/contract perspective working closely with the customer service team who deliver operational support
• Growing and developing existing customers, together with generating new business opportunities where possible from those customers i.e. upselling
• Maintenance of the client database
• Respond to daily customer queries that are more complex than those handled by customer support (escalations or second-line level matters)
• Manage Customer onboarding and project Implementation
• Manage a detailed account plan for all customers. Ensure information is gathered on customers proactively prior to meeting them, assess the customer’s current and future operational and commercial needs when talking to them, and propose alternatives to optimise efficiency and revenue
• Assist the customer support team to resolve customer enquiries and operational matters within established SLAs
• Play a supporting role in customer contract renewals with the Commercial Team.

What you’ll have

• Relationship Management experience and the ability to build trust
• Ability to operate in a team environment and collaborate at a high level
• Operate in a fast-changing market and business environment
• Excellent problem-solving skills
• Knowledge of Gift Card a bonus
• Ability to operate at high level internally and with customers
• Proven track record of consistent delivery of results in a solution-orientated manner
• Role will require travel to customer sites from time to time
• Excellent communication skills and the ability to influence at a high level, both internally and externally
• High level of organisation and the ability to deal with multiple complex projects at the same time

Job Types: Full-time, Permanent

Pay: £35,000.00-£45,000.00 per year

Benefits:

• Canteen
• Casual dress
• Company events
• Company pension
• Discounted or free food
• Free parking
• Health & wellbeing programme
• On-site parking

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Yearly bonus

Experience:

• Client Account: 3 years (required)

Work Location: In person

Reference ID: Clear - Onsite001
Expected start date: 27/05/2024