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Customer Success Manager
3 months ago
Our niche Client has a fantastic opportunity to join their organisation as they embark on a brand new project.
Suited to a strong communicator with an indepth technical understanding this is an excellent role for someone looking to make their mark with a forward thinking business.
Key Responsibilities * Assist the consultants in growing and retaining a portfolio of customers, through identifying customers' needs and opportunities to help.
* Onboarding new clients and setting up the platform based on their unique structure, challenges and goals.* Support in the design and optimisation of the client journey and onboarding processes * Monitoring key client metrics to spot churn risks or opportunities for expansion * Maintain client success metrics and data * Nurturing a strong working relationship with the Platform Partner, through proactive and effective communication.
* Building excellent relationships, becoming a trusted advisor and ensuring clients meet their goals by helping them to use platform features and by sharing best practice.
* Providing training to help empower clients to launch their own surveys and get maximum value from using our platform.
* Responding to client queries and taking ownership of any issues * Build and deploy surveys, map data and optimise the user experience for both the surveys and results dashboards * Completing administrative tasks on the partner platform such as employee data uploads, testing, updating contact details, pulling reports, setting up dashboard users, etc * Ensuring the accurate and timely recording and administration of all work and opportunities, including contract renewals and invoicing.
Key Skills:
- Client/Customer focused: motivated to help clients/customers realise their goals and solving their problems.
- Highly organised: able to juggle multiple projects and work with short deadlines and manage time effectively
- Commercially minded: able to measure your progress through retaining and growing client accounts
- Strong attention to detail ensuring client projects run smoothly.
- Analytical and pro-active thinking, able to take ownership of tasks
- Professionalism and ethical behaviour
- Good with numbers: with the ability to understand and interpret data.
- Tech savvy: a fast learner and excited by platform development.
- Have a growth mindsight: able to offer ideas where processes can be improved and drive your own personal development
Qualifications, skills & experience:
- Essential Qualification: Bachelors' degree level
- Essential Qualification: A level or equivalent level of education (e.g Apprenticeship / BTEC) (astute with the ability to learn quickly and potential to grow beyond this role are key)
- Essential Qualifications: good Maths and English GCSE grades
- Essential Skills: Strong MS Office skills, including Excel, Word, PowerPoint and SharePoint skills including input and manipulation of data
- Essential experience: At least 3 year's work experience in a client facing role. This is a hybrid role, working in the office for 3 days per week. Please send your CV if you are interested #J-18808-Ljbffr
