Customer Success Technical Support Manager

4 weeks ago

Greater London, United Kingdom Follow The Oak Ltd Full time

Role: Customer Success Technical Support Manager (Data & Technology)

Location: West London, UK (Hybrid 4:1)

Sectors: Leisure, Sports & Physical Activity

Salary & Package: Circa £42k

Reporting to: Global CS Director


Role Overview:

The aim of Customer Success Support is to increase customer success by enhancing their platform knowledge and usage, thereby improving customer lifetime value (CLTV) and reducing customer churn.


Working closely with the sales, technology, and project delivery teams, this role focuses on onboarding customers to platforms and ensuring optimal use of software and services.


Responsibilities include:

  • Maximising customer value to sustain business growth and profitability.
  • Analysing customer data to enhance their experience and outputs.
  • Triaging and resolving customer support tickets efficiently.



Job Description

The CS Technology Support Manager oversees the team that provides technical assistance to both internal staff and customers. You will guide our National and International customers, building relationships, implementing revenue-boosting programs, and minimizing churn rates. Responsibilities include resolving data/platform issues, ensuring customer satisfaction, and addressing inquiries promptly in line with Service Level Agreements and core values.



Responsibilities:

  • Ensure consistent achievement of Service Level Agreement (SLA) targets.
  • Manage the Tech Support team to align with SLA targets and improve workflow.
  • Identify and communicate areas for improvement via the Daily Support Dashboard
  • Collaborate with the product team to propose enhancements based on customer feedback.
  • Streamline the customer onboarding experience with the Customer Success Director
  • Coordinate with the data team to resolve customer issues promptly.
  • Resolve support tickets and escalates complex issues as necessary.
  • Assist in troubleshooting user login difficulties and module permission settings.
  • Monitor Business Intelligence Tools as directed by the Technology Director



Desirable Skills, Qualifications, and Experience:

  • Experience in the leisure, physical activity, or similar sector, ideally in customer success, system administration, or implementation roles.
  • Strong project and client relationship management skills
  • Awareness of database management and integrations
  • Experience with relational database management systems such as MySQL.
  • Experience with cloud-based software management systems such as Salesforce or Pipedrive
  • Proficiency in delivering complex ideas in both verbal and digital formats.
  • Strategic mindset and ability to influence key decision-makers.
  • Excellent organizational, communication, and presentation skills
  • Eligible to work in the United Kingdom
  • Fluent in English; proficiency in a foreign language is desirable but not essential.


Occasional flexibility to work unsociable hours, attend out-of-hours meetings, and meet delivery deadlines is essential for this role.

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