Customer Succes Manager

2019-02-09 00:01:442019-03-09Selected
Job TypePermanent
AreaLondon, United Kingdom
Start DateASAP
AdvertiserSteven Petty
Job Refbh-144
Job Views6

JOB TITLE: Customer Success Manager  

LOCATION: Hammersmith London, United Kingdom

PACKAGE: £50,000.00 - £65,000.00 Base, plus 12% Uncapped Bonus (based on team performance)


Company Information:

My client are the experts in location and mobile technology. They have gained great traction in enabling domestic and business customers to track engineers to their door (Uber/ DPD Style). This has a direct impact on customer satisfaction scores, increases productivity by reducing first time across abort rates and reduces incoming anxiety calls that clog up contact centres. For example, my client is the tech behind the recent British Gas TV and radio campaign, that enables customers to track their driver as seen on the campaign. This then resulted in British Gas seeing a 20% reduction in missed appointments and significant increase in customer experience through deploying my client.

Key Experience Required:

  • Exceptional communication skills. Strong levels of written and spoken English. Another European language is advantageous but not required
  • 3+ years’ experience managing client accounts and growth within a SaaS based business
  • Ability to travel client’s as and when required, approximately 40% of time
  • Experience managing stakeholders at all levels including the C Suite
  • Proven track record of account management, retention and growth
  • Understanding and Knowledge and key technical concepts. Ability to learn about my client’s product and articulate this to customers. Ability to hold the fort as my clients Front Line Technical Support
  • Get Stuff Done: my client embraces clever thinking, get on and discuss ideas and challenges with customers, learn from failure and rapidly evolve the ideas with can deliver the success
  • Common Sense: want someone that is constantly pushing boundaries with my client’s solutions and approach. It results in experience getting you part of the way there, but applying common sense and thinking opportunities through with the wider team will be inevitably lead to better decision making
  • Flexible: My client moves quickly, it’s one of their greatest strengths. It also means that they need to be flexible in their processes and messaging. The right candidate will thrive in this environment and encourage this within the team

Role Information:

  • Accountable or upsell and renewal opportunities with sales support in assigned accounts (110% team target)
  • Review and agree business and technology outcomes prior to contract signing and management of the onboarding process
  • Project manage customer onboarding in assigned accounts, supported by the technical team
  • Perform customer health checks and report back to the customer the results in the designated report format. Relentlessly monitor, manage and influence agreed success statistics for each customer account
  • Be my client’s product expert. Get under the skin of technology in order to advocate my client’s technology with passion and conviction
  • Manage the relationship with customer stakeholders at all levels to prevent risk of churn
  • Ensure clarity of opportunities across owned accounts for CS team as a whole. Ensure clarity and understanding of customer account status, success plan and account activity across the success team
  • Customer feedback & advisory
  • Assist in driving campaigns on new product features
  • Record and feedback areas of improvement via the appropriate channels internally
  • Assist with set-up and running user-group meetings/ risk meetings as relevant to the account
  • Manage customer get-well plans
  • Live a customer first culture. Be the voice of the customer within the business and always the customer’s trusted advisor
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