Customer Success Manager – Bracknell

We are seeking a highly motivated and experienced Customer Success Manager to join our client. The ideal candidate will be responsible for fostering long-term relationships with clients, ensuring their success with products and services, and driving customer satisfaction and retention. This role is crucial in helping clients achieve their business goals while maximizing the value they get from  offerings.

Key Responsibilities

  • Client Onboarding: Guide new clients through the onboarding process, ensuring a smooth transition and effective implementation of our solutions.
  • Relationship Management: Develop and maintain strong, long-lasting relationships with key stakeholders, serving as a trusted advisor and primary point of contact.
  • Customer Success Planning: Collaborate with clients to understand their business objectives and develop customized success plans to achieve those goals.
  • Proactive Support: Monitor customer health metrics and proactively address any issues or concerns, ensuring high levels of customer satisfaction and retention.
  • Training and Education: Provide training and resources to help clients maximize their use of our products and services.
  • Feedback Loop: Gather and analyze client feedback to drive product improvements and influence the product roadmap.
  • Renewals and Upsells: Identify opportunities for renewals and upsells, collaborating with the sales team to drive additional value for clients.
  • Reporting and Analysis: Track and report on key performance indicators (KPIs) and customer success metrics, providing regular updates to internal stakeholders.
  • Issue Resolution: Address and resolve customer issues promptly, coordinating with internal teams as needed to ensure a timely and satisfactory resolution.

Qualifications

  • Education: Bachelor’s degree in Business, Marketing, or a related field. A Master’s degree is a plus.
  • Experience: 3+ years of experience in customer success, account management, or a related role, preferably in the [industry or specific type of company].
  • Skills:
    • Strong interpersonal and communication skills, both written and verbal.
    • Excellent problem-solving abilities and attention to detail.
    • Ability to manage multiple projects and priorities simultaneously.
    • Proficiency with customer success software (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
    • Demonstrated ability to drive customer satisfaction and retention.
    • Familiarity with [specific industry or technical skills, if applicable].
Skills

Posted on

17th May 2024

Submit a Comment

Your email address will not be published. Required fields are marked *