Customer Success Manager

Customer Success Manager

Full time permanent: Hybrid: - 3 days office – 2 WFH

Salary: Upto £40,000k + benefits

Location: Newcatle / Northeast

Sector / Industry: Media, creative, design, printing,

Our client is a market leading design organisation and this is an excellent opportunity to join in a Customer Success Manager role. This is a new role to the business and you will be able to add real value to internal processes, operations & customer engagement in a fast-paced shared services design commercial team. You will be providing expert insight on customer-to-business interactions, improve overall experience through product support and handling customer end-user complaints requests.

Key Areas: -

• Fast-paced – muti channel
• Efficiency improvements - continuous business improvement managing risk

• Manage customer requirements / expectations
• Being self-motivated, solutions focused and a credible, first-class communicator

Responsibilities

• Establish and maintain effective customer relationships
• Handle, track and resolve customer requests and complaints
• Develop management-level reporting of issue categories and routes to resolution
• improve overall experience through product support and handle customer end-user complaints requests
• Support with consumer strategy and experience + how it should be delivered
• Take part in regular conversations with customers to review prior period post sales & support successes and challenges and plan for next period post sales activities
• Analyse progress and customer response, update senior leadership and advice measurable insights on how customer experience could be made better
• Communicate brand and products effectively and cross-functionally (sales, product, marketing) and externally (customers) over multiple formats
• Help identify and implement optimum engagement practices to achieve customer experience and retention
• Oversee systems, troubleshoot technical issues, and champion a smooth customer journey & end result
• Collaborate with cross-departmental teams for project execution.

Skills Required

• Bachelor's degree in communications, marketing, business administration or a related field

• Knowledge of Customer Success processes

• Ability to communicate and establish positive business relationships with customers remotely or other employees, and management

• Ability to create and execute processes to drive a positive customer experience

• Comfortable working in a fast-moving environment with a willingness to make rapid decisions