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Customer Success Manager

Customer Success Manager

Locations: Worksop, Nottinghamshire, Sudbury, Suffolk, Clackmannanshire

Salary: GBP 40k - GBP 55k

The Client:

Our client is a leading technology-based company with many years` experience in providing specialist products and solutions for the mission critical Emergency Services industry and other related markets. Their operating brands and Asset Finance, give them the ability to flex and adapt to their customers` demands, helping support their mission to continually improve and deliver better health outcomes for all.

The business have offices situated in Nottinghamshire, Suffolk, and Clackmannanshire. This role can be based at any of the four offices but will be expected to travel to other offices as required and therefore a driving licence is an advantage. The core operating hours are Monday to Friday 9am to 5 pm, but some flexibility will be required to support the business needs.

The Role:

As a Customer Success Manager, you will partner with the customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. You will be the bridge between the Professional Services, Operational Support and Business Development teams. You will work directly with customers to ensure that their overall user experience with the company is a success.

The Client is looking for an individual who strikes the right mix of sales, account management, domain knowledge and customer management skills.

Role Responsibilities:

* Developing long term partnerships with the customers to ensure that they realise the full value of their investment in the company`s products.
* Mapping and understanding the customer journey, with a sole focus on improving the customer experience when dealing or interacting with the company both physically or digitally
* The development and maintenance of customer profiles, collection of customer data to provide insights and aid business decisions within the companies and the customer
* Developing `Success Plans` for customers that define clear metrics for success and reporting and tracking on the same.
* Ensuring the companies CRM is accurate and updated and working closely with the Marketing team to better craft messaging for focused and targeted customer groups
* Onboarding new customers, establishing strong customer relations, and managing current customer relationships
* Effectively and swiftly handling customer enquiries and communications, mitigating any risk associated with delays in information. Managing all escalation processes through to resolution.
* Holding internal stakeholders and functions to account, ensuring that all customer requirements are met in full
* Proactively communicating with customers on orders, Servicing requirements, Consumable Spend, Recalls, Order ETAs and supply chain issues.
* Analysing customer and company data to report potential areas of risk and/or savings within the customer before they`re aware of them th

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