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Customer Success Manager

CV-Library

Posted on May 12, 2022 by CV-Library

London, United Kingdom
IT
Immediate Start
£45k - £55k Annual
Full-Time
Customer Success Manager - Richmond

Exciting opportunity for a Customer Success Manager to join an IT services group. They are a growing organisation consisting of a portfolio of individual businesses specialising in managed services; spanning SaaS, CCaaS, unified communications, cloud infrastructure, managed services etc.

This is a brand new hire in a new function supporting the CCaaS business; you'll be one of the first Customer Success Managers in the door, making it a perfect opportunity to have genuine input in shaping the customer success function/practise whilst partnering with enterprise scale clients across a broad range of industries including many household name brands.

You'll be working directly with their customers to assist with launching their services to achieve successful business outcomes; it's a fast paced yet rewarding environment, they thrive off empowering their customers to achieve their objectives. You will be the main point of contact throughout the customer journey, delivering service excellence at every point, this is a relationship driven role where you'll be expected to develop long lasting and robust relationships with customers.

Responsibilities:

-Take ownership of a portfolio of high-profile customer accounts and drive business outcomes and retention

-Be the point of contact for customers queries/issues and act as the point of escalation when issues are unresolved

-Provide customer reporting, host service reviews, proactively monitor renewal risk factors, customer satisfaction and training needs etc.

-Be the voice of the customer and share insights with the business

-Develop a thorough understanding of the customers objectives and goals, taking time to review account data and assist with developing strategies

-Proactively seek new service opportunities (up-selling/cross selling, adoption etc.)

Requirements:

-Previous experience working within a Customer Success role

-Previous experience working within SaaS/CCAS/managed services industry is preferred

-Exceptional communication skills with a customer-centric approach

-ITIL certified would be highly beneficial

-Excellent problem-solving/critical thinking abilities

-Strong relationship building skills

-Willingness to travel to customer locations/events when required

Salary up to £55,000 PA plus 10% bonus and a vast range of attractive benefits (25 days holiday, plus bank, private medical insurance, group life assurance, group income protection, pension etc.). Hybrid working environment, a blend of WFH and office.

Excellent working environment: a fun, collaborative and innovative culture, a genuinely exciting time to join

Reference: 216543031

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