The Customer Success Manager is responsible for driving long-term customer success and adoption of the company's products and services with a defined set of customers and/or partners. This role serves as a primary point of contact representing the customer.
Salary: £30-35k + Incentive
What You Will Do
- Drive retention and growth among assigned customers by performing targeted mass communication and utilising digital and non-digital techniques
- Collaborate and consult with a high volume of customers to understand business objectives.
- Act as the customer advocate by sharing established best practices with customers and routing inquiries and concerns to appropriate team members
- Effectively identify and partner with resources across departments based on customer objectives to support customers' needs
- Partner and support customer executive level stakeholders (C‑Suite) with their renewal and expansion needs
- Identify and monitor risk in customers not achieving their stated business objectives and assist in developing a risk mitigation plan
- Assist as needed in client issues resolution and be accountable for client experience and satisfaction
What Experience You Need
- Bachelor's degree or equivalent experience
- Experience in customer advocacy role
- Experience selling or delivery of IT Products/Services
- Oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
- Organizational, multi-tasking, and time management skills
- Collaboration skills, applied successfully within team Interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
- Self-motivated with the ability to complete projects in a timely manner
- Able to thrive in a fast paced, deadline driven environment
- Ability to establish rapport and gain the trust of others; effective at gaining consensus
- Ability to handle sensitive information with discretion and tact
- Able to summarize large quantities of information into actionable insight
- Business and technology acumen
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