We are looking for a technically savvy Customer Success Manager to design and deliver a comprehensive client engagement strategy with a high focus on building/maintaining service excellence through strong and credible relationships and provide ongoing support to help them to make the most and find value in products and solutions.
Client Details
Our client is a software organisation based in Maple Cross
Description
We are looking for a technically savvy Customer Success Manager to design and deliver a comprehensive client engagement strategy with a high focus on building/maintaining service excellence through strong and credible relationships and provide ongoing support to help them to make the most and find value in products and solutions.
Key Performance Indicators for this role are as follows:
- Average Client Success score (e.g. NPS)
- Adoption and usage of solution
- Active users
- First contact resolution rate
- Customer effort rating
- ROI
- Retention and renewal
Key Duties and Responsibilities
Profile
Key Skills and Experience
- Proven work experience (3 years +) as a Customer Success Manager or similar role (e.g. Technical Account Manager, Client Relationship Manager).
- Experience in a Tech and/or SaaS business working closely with the products.
- Track record of improving customer satisfaction through a planned and structured approach.
- Track record of helping enterprise clients expand their usage.
- Experience working with brand image and promoting value through customer experience.
- Exceptional ability to communicate and foster positive business relationships.
- Technically savvy; especially relating to mobile applications, web applications and development, systems integration and product release and support requirements.
- Able to learn and pick up new technology quickly and be able to appreciate and explain its value to clients.
- Excellent personal organization and tracking skills to deliver high volume workload accurately and on time.
- Experience in managing a diverse group and training each according to company standards.
- Educated to degree level.
- Outstanding communication and presentation skills (written and verbal) to all levels of an organization across globe.
- Strong facilitation skills (requirements sessions, design meetings, progress and status update meetings).
Key Performance Indicators for this role are as follows:
- Average Client Success score (e.g. NPS)
- Adoption and usage of solution
- Active users
- First contact resolution rate
- Customer effort rating
- ROI
- Retention and renewal
Job Offer
This role is offering a salary up to £70,000 per annum for the right candidate.
Hybrid working - 3 days on site in Maple Cross
Interview Stages - 3
The opportunity to join a past paced and exciting software organisation.