Senior Customer Success Manager

Are you an experienced Customer Success Manager? Are you able to effectively manage managers? Can you lead a customer care team and provide coaching, mentoring and drive team performance?
We're recruiting a Senior Customer Success Manager with experience in service delivery and solid people management skills. Our client is one of the fastest-growing Managed Service providers in the UK, helping customers to have access to the right people when they need them.
In this role, you'll support the smooth on-boarding of new customers, whilst providing management to your allocated Customer Success Team, to ensure the continued delivery of service.
Key Responsibilities

• Be a pro-active member of the CS Senior Leadership Team, working closely with the Customer Success Director to nurture and create a high-performing, engaged team of Customer Success professionals
• Team management, sickness absence management, regular one-to-one meetings, appraisals and all other people management aspects
• Coach and mentor other members of the team and provide feedback to better service offerings
• Lead the recruitment and onboarding of new team members
• Deputise for the Customer Success Director when required
• Act as a senior point of escalation for both internal and external stakeholders
• Work closely with the Customer Success Director to continuously improve the levels of service provided, achieving maximum fulfilment and cost reduction for customers
• Support improvements to customer satisfaction, utilising feedback from transactional and relationship surveys
• Support the smooth on-boarding of new customer accounts, working as a key project member for each implementation and key point of contact for the new customer
• Attend weekly and monthly customer meetings, both pre and post-go live, including Quarterly Business Reviews providing in-depth operational overviews of financial and service delivery performance
• Drive the delivery of action plans to improve customer satisfaction through effective service delivery
• Analyse weekly and monthly reports, identifying trends and conducting root cause analysis
• Where necessary, attend the customer s offices or working locations

Skills and Experience

• Experience in Service Delivery, having worked within an IT/service delivery setting or as an Account Manager previously
• Proven experience in managing managers, motivating team members and creating high-performing teams
• Have previous experience working in a senior management or leadership position, providing coaching and mentoring to team members, delivering fair and real-time feedback
• Be highly personable with excellent communication skills
• Have excellent time management and project management skills
• Be tenacious and resilient in the face of challenges
• Be experienced in the delivery of change management programmes
• Have a head for numbers and commercial acumen (essential)
• Excellent MS Office knowledge
• Valid driving licence (essential)

If you like the sound of this role and have the skills and experience above, we'd like to talk to you! Apply today!
Please note. Every candidate will be assessed in accordance with their qualifications, merit, and ability to perform the duties of the job role advertised. Please be advised that no terminology in this advert is intended to discriminate on the grounds of a person's religion, gender, race, colour, age, sexual orientation, disability, or marital status.