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Customer Success Technical Support Manager

3 months ago

London, Greater London, United Kingdom Follow The Oak Ltd Full time

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

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

Leisure, Sports & Physical ActivitynSalary & Package:
Circa

£42knReporting to:

Global CS Director

Role Overview:

nThe 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:

nMaximising customer value to sustain business growth and profitability.nAnalysing customer data to enhance their experience and outputs.nTriaging and resolving customer support tickets efficiently.

Job DescriptionnThe 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:

nEnsure consistent achievement of Service Level Agreement (SLA) targets.nManage the Tech Support team to align with SLA targets and improve workflow.nIdentify and communicate areas for improvement via the Daily Support DashboardnCollaborate with the product team to propose enhancements based on customer feedback.nStreamline the customer onboarding experience with the Customer Success DirectornCoordinate with the data team to resolve customer issues promptly.nResolve support tickets and escalates complex issues as necessary.nAssist in troubleshooting user login difficulties and module permission settings.

nMonitor Business Intelligence Tools as directed by the Technology Director

Desirable Skills, Qualifications, and Experience:

nExperience in the leisure, physical activity, or similar sector, ideally in customer success, system administration, or implementation roles.nStrong project and client relationship management skillsnAwareness of database management and integrationsnExperience with relational database management systems such as MySQL.nExperience with cloud-based software management systems such as Salesforce or PipedrivenProficiency in delivering complex ideas in both verbal and digital formats.nStrategic mindset and ability to influence key decision-makers.nExcellent organizational, communication, and presentation skillsnEligible to work in the United KingdomnFluent 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.