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Salary A fantastic opportunity to join a tech company in Milton Keynes offering recruitment solutions. Reporting to the Customer Success Director, this role will lead a small team, managing performance management, sickness and absence management, providing regular one to one meetings. Nurture high-performing individuals, engaging with professionals, offering coaching to achieve customer satisfaction, continued delivery of world-class service for their customers.
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, who go over and above to achieve customer and corporate success
* Manage at least two Customer Success Managers: performance 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, whilst ensuring all potential revenue is achieved
* Support improvements to customer satisfaction, utilising feedback from transactional and relationship surveys
* Achieve maximum fulfilment and cost reduction for customers, whilst maximising revenue for Matrix by achieving the key Measures of Success on a continuous basis
* Translates available customer data contained within our platform and other sources into actionable insights and improvement projects.
* Consider future resource requirements based on new customers onboarding and customer spend.
* 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 to promote a culture of continuous improvement
* Drive the adoption of best practice processes with the review of current ways of working and integration of new working practices
* Where necessary, attend the customer's offices or working locations
* To be successful in this role you will need to:
* Have proven experience of motivating team members, driving engagement and positive culture and creating high-performing teams
* Have previous experience of working in a senior management or leadership position, providing coaching and mentoring to team members, delivering fair and real time feedback, facing into difficult conversations and actively owning and driving people processes.
* Be highly personable with excellent communication skills
* Have excellent time management and project management skills. A project management qualification would be advantageous but not essential
* Be tenacious and resilient in the face of challenges
* Be experienced in the delivery of change management programmes
* Have worked within an IT/service delivery setting or as an Account Manager previously
* Have a head for numbers and commercial acumen (essential)
* Excellent MS Office knowledge
Altitude-Recruitment acting as an Employment Agency and Employment Business.
