Customer Success Manager

ABOUT US

The Arch Company is the UK’s largest small business landlord, serving thousands of business owners who make a unique and vital contribution to the UK economy. The company purchased Network Rail’s former commercial property estate in early 2019 and have a property portfolio of more than 5,000 railway arches, business estates, former station buildings and other properties.

The Arch Company is proud to be the landlord to a diverse, passionate group of small business owners, entrepreneurs and community organisations across England and Wales. The Arch Company shareholders are TT Group and Blackstone Property Partners.

We're committed to creating a diverse, inclusive, and equitable workplace, so if you're interested in this job but don't meet every aspect of the job description, we’d still encourage you to apply. You might be the ideal candidate for this role, or other positions.

ROLE PURPOSE

The Technology Customer Success Manager will provide essential support to the Technology Team, helping us to ensure smooth running of our change management and adoption activities. The candidate will require strong organisational and interpersonal skills and will be expected to take ownership of responsibilities so should be someone who is proactive and able to take initiative.

KEY ACCOUNTABILITIES

• New Application Training & Adoption:
  • Collaborating with Product Delivery Teams to develop comprehensive training materials.
  • Facilitating training sessions alongside Product Delivery Teams.
  • Creating on-screen guidance using digital adoption tools to enhance user experience and facilitate adoption.
• Business-As-Usual (BAU) Change Management:
  • Orchestrating changes from planning to release phases.
  • Conducting review meetings to analyze and align requirements, assess impact, and prioritize tasks.
  • Compiling detailed release notes for transparent communication.
  • Providing support for User Acceptance Testing (UAT) of change requests.
  • Maintaining updated process workflows for clarity and efficiency.
  • Promoting new features utilizing digital adoption tools.
  • Ensuring continuity in existing digital adoption workflows by understanding and mitigating the impact of changes.
• Customer Success:
  • Identifying recurring pain points and providing feedback for continuous improvement through the change management process.
  • Recognizing opportunities to enhance engagement and satisfaction.
  • Facilitating drop-in sessions and workshops to foster engagement and address concerns.
  • Maintaining regular communication with business users to ensure their needs are met effectively.
Other Support Activities: Offering additional support and assistance as needed to contribute to overall organizational success.
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KNOWLEDGE, SKILLS AND EXPERIENCE

Essential

• Previous experience in a training or Customer Success-oriented role is preferred, demonstrating familiarity with customer engagement and support methodologies.
• Ability to collaborate effectively within a team environment, contributing positively to group efforts and sharing insights for mutual success.
• Exceptional communication and interpersonal skills, enabling clear and constructive interaction with both internal teams and external customers.
• Strong organizational skills coupled with a process-driven approach to tasks, ensuring efficiency and consistency in Customer Success initiatives.
• Comfortable with managing multiple tasks concurrently and adept at prioritizing workload according to business needs.
• Detail-oriented mindset, capable of meticulously handling information and tasks to maintain accuracy and quality standards.
Proactive nature, demonstrating the ability to take initiative in identifying and addressing customer needs and opportunities for improvement.
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Desirable

EQUALITY, DIVERSITY & INCLUSION

At The Arch Company, we're on a mission to make our workplace as welcoming and inclusive as possible. We believe that our differences make us stronger, and we're committed to providing everyone with a fair chance at success, no matter where they come from or who they are.

We take pride in celebrating what makes each of us unique. When you join our team, you're not just getting a job; you're becoming a part of our part of our friendly and open-minded team, with an important role to play in creating a more inclusive and diverse future.

The Arch Company is an equal opportunity employer, so if you're excited to be part of a company that champions diversity and inclusion, we invite you to explore our job opportunities.
We do not work with recruitment agencies for this role and any submissions will not be considered. Please apply directly through the link.