Customer Success Manager - Voicescape

The Customer Success Manager (CSM) is a key role in ensuring that Voicescape customers are successful lifelong advocates of our software. Using excellent relationship building skills, the CSM creates strong and effective partnerships both with customers and internal stakeholders. They also ensure quality and timely delivery of projects and maintain very high customer satisfaction and retention levels

Client Details

At Voicescape we help our customers connect with the communities they serve. We use data science, behavioural insights and digital technology to create positive customer engagement in the most efficient and effective way possible.

Our solutions address significant business challenges in the Social Housing, Local Authority and Healthcare sectors. Our solutions allow our customers and their communities to have a much-improved experience.

Our flexible technology is fully Cloud-based and highly configurable. Our solutions integrate machine-learning artificial intelligence with sophisticated web front-ends and support hundreds of thousands of individual interactions every week. Our support teams are renowned and praised for providing high quality, expert and responsive service, with an NPS score of "Excellent".

We are a focused ambitious business with a clear vision and passion for what we do. We are growing and looking to recruit energetic, creative and committed team members. Come and join us at this exciting time for the business.

Description

Onboarding new customers by understanding customer needs and challenges. Discovering what success looks like, and providing expert advice on how to best implement the technology.
Management of the delivery of In-Life Change to scope & agreed timelines / budget.
Consultative and strategic product expert who takes time to understand in detail all aspects of the product and can clearly communicate knowledge and spread expertise and enthusiasm amongst the customer base to perpetually cement value to the customer
Full ownership of all operational customer touchpoints, named point of contact for the duration of the customer contract.
Identify operational stakeholders and the value and desired outcomes they wish to get from the product - monitor and proactively create action plans based on any changes
Provide quarterly business reviews (QBR) with operational customers either face to face or virtual, delivering success statement update of progress against customer business objectives, overseeing timely resolution of issues, share best practice and, identify any opportunities and/or risks.
Providing training face to face or virtually to all customer at implementation and beyond with the aim of; developing customer champions with excellent product knowledge and facilitating enthusiasm amongst the customer base.
Compiling success statement/ supporting data for Customers and also for internal usage
Deliver product specific user group activities to share best practice, encourage advocacy, identify risks and capture feedback to inform future product delivery.

Administration

Project administration; all administration in line with each implementation; project plan, resources, presentations, etc.
Creating all training materials, presentations, end user manuals and handy hints guides.
QBR admin, providing the customer with all required performance information either in advance or following the meeting, or both.
Creating new support tickets, production jobs & change requests to the required standard and ensuring customer is kept up to date with progress.
Updating internal systems including adding records of all customer interactions, meeting notes & customer health scores.
Participation in regular Account Review meetings with key internal stakeholders
Using MS Teams & social media including Twitter & LinkedIn to keep Internal Stakeholders, Customers & Prospects updated with Voicescape Activities and sharing good news stories about Customer Success.Profile

Recent social housing experience for this role is essential as candidates must be able to empathise with the customer and relate to their world - a customer advocate focused on understanding what's important to the customer and how we can delight them with all our interactions.
Enthusiastic and passionate about customers and helping them to succeed
Self -motivated and conscientious individual with excellent communication skills and a committed work ethic
Proactive in contributing to never ending improvement of standards
Responsible for outcomes and proactively ensure timely execution of tasks to achieve customer satisfaction
Diligent in all administration and surrounding activities required to deliver outstanding customer relationships
Able to project a professional image
Able to work effectively under pressure
Willing to do the hours necessary, including out of hours support & maintenance, in the event of planned or unplanned maintenance or major incident management.
Confident and comfortable speaking and presenting in from of larger groups of people
Willing to travel with occasional overnight staysJob Offer

Competitive salary
Bonus after one year of service.
Medical/Dental Insurance
5% contributory pension
Travel/Car expenses
Permanent role with growth potential in a rapidly expanding organisation
Vibrant office complex with free on site gym, exercise classes and games room