Customer Success Manager
2 weeks ago
Customer Success Manager
£50,000 - Fully Remote
Lynx Recruitment is working with a really exciting, Human Experience Management company who are currently seeking a skilled Customer Success Manager to join their growing team.
As a Customer Success Manager, you will be responsible for developing ongoing and trusted relationships with customers, encouraging them to continue and extend their contracts, buy additional services and recommend their services to their peers.
In this role, you will work closely with the Sales, and Product teams to ensure that customer feedback and requirements are built into Actual Experience's product and processes.
_Key Responsibilities:
_
_Customer Relationship Management:
_
- Develop relationships with customers to facilitate open and relaxed dialogue
- Organise and chair monthly/quarterly service review meetings
- Work closely with Product and other teams as required to ensure feedback is used appropriately
- Dedicated contact point for onboarded customers following handover from Sales Account Managers
- Support the Sales teams by identifying opportunities for growth within existing customers
_Project Management:
_
- Project managing customer deployments to ensure achievement of customer defined objectives
- Understand customer usecases and requirements and help each customer to meet these requirements
- Provide regular communication to the business keeping them up to date with key activities and progress as we move through the customer deployment process
Customer Success Strategy:
- Develop an approach, processes, and procedures to support successful customer outcomes
- Develop, implement, and evolve Customer Success processes and waysof working that are repeatable and scalable
- Input into product strategy, using feedback from customers
- Working closely with Sales, Solutions & Deployment, R&D and Product teams
- Develop, and work to, a set of metrics to measure customer success, and report these to the business
_Requirements:
_
- Excellent verbal and written communication skills
- Active listening skills and analytical skills
- Leadership and interpersonal skills
- Ability to use various project management software
- Working in a fastpaced corporate environment
- Ability to Proactively identify ways to maximise customer growth & retention
- A high level of initiative and selfmotivation
- Flexibility in working hours depending on project requirements
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