Customer Success Manager

Role Overview

The Customer Success Manager is responsible for ensuring our customers renew each year by building relationships, showing the value of our product, and re-engaging disengaged customers.

What You Will Do

Retain suppliers, help customers use our technology, act as the voice of the customer, own the relationship with our customer base, educate customers of the benefits of their membership, discuss pricing and membership needs, and follow up on customer feedback.

Why It Might Be a Fit

The ideal candidate has 2 years of experience in Customer Success, Sales, Business Development, or Account Management, with strong relationship-building, communication, and technical skills.

Requirements

• 2 years experience working in Customer Success, Sales, Business development or Account Management
• Relationship Building: Ability to establish and maintain strong relationships with clients, fostering trust and loyalty.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
• Technical Proficiency: Strong understanding of the product or service, including technical aspects and features.
• Customer Onboarding and Training: Expertise in guiding new customers through the onboarding process and providing necessary training.
• Data Analytics and Reporting: Ability to analyze customer data and generate insightful reports to drive decision-making.
• Problem-Solving Skills: Aptitude for addressing complex issues in a customer-centric manner and finding effective solutions.
• Customer Feedback Collection: Skilled in gathering and analyzing customer feedback to improve products and services.
• Time Management: Ability to manage time effectively, prioritizing tasks to meet deadlines and ensure customer satisfaction.
• Empathy: Understanding and addressing customer needs and concerns with sensitivity and care.
• Renewal Management and Churn Prevention: Experience in managing account renewals and implementing strategies to prevent customer churn.

Benefits

• Wellness fund or *Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• Team and company offsite events
• Specsavers eye care voucher
• 24/7 and 365 Days Employee Assistance Programme
• Free Tea, Coffee and fruit every week

Tagged as: Data Analysis