CSM Manager

Are you a Customer Success professional looking for their next challenge? Would an opportunity to work with a growing business in a niche market be of interest? Vivid Rock are proud to be partnering with such a business, a brand known for providing intuitive, smart and easy to use SaaS & Software solutions who aim to capitalise on their success so far by hiring top talent in key areas that will enable them to push on and grow further.
As such, they are looking to hire a Customer Success Manager to join their team to drive customer excellence through the successful onboarding, implementation and delivery of their purpose built platform.
This is a very interesting role that blends together the skills and capability of a number of disciplines, pre-sales and consultancy through to professional services and customer success - the successful candidate will be able to demonstrate experience in all of these and in return will enjoy a collaborative and empowering environment, working with positive, dynamic colleagues and a niche market.

Provide consultancy services and strategic advice, which increase the value of their offering.
Develop a trusting relationship with clients which leads to longer-term business.
Manipulate and interrogate customer data for mobilisation into our software solutions.
Authoring technical or project documentation – both internal and external requirements in line with department procedures.
Ensuring projects progress with no internal delay.
Act as the main point of contact with the client for the duration of the onboarding/implementation period.
Where necessary, the resolution of support calls may require site visits to deliver training and technical consultancy on behalf of the company and its products.
Ensure that all complaints are escalated as appropriate and actions are completed.

Project management experience, knowledge of project methodologies and processes such as: Prince2, PMP.
Experience of onboarding, configuring and implementing IT/Software solutions to customers
Good understanding and use of Data. (Use of Power BI is desirable)
Excellent MS Excel capability
Excellent time management, organisational skills, and ability to work to deadlines.
Strong technical writing skills in English and good presentation and teaching skills.
Full UK driving license is required.

Compensation:
£45k - £50k salary - plus benefits package

Hybrid:
Vivid Rock is passionate about championing diversity and challenging unconscious bias and treats each application carefully.