Customer Success Manager
1 week ago
Role:
Customer Success Team Lead
Department:
Customer Success
Sector:
Industrials
Location:
Hull
Working as a Team Lead in our Industrials EMEA Team, you will be tasked with managing a team of Customer Success Executives and oversee activities around, onboarding, training, performance, and coaching.
- Increase retention by volume.
- Decrease customer churn.
- Drive growth.
- Increase visibility customerside.
- Increase customer loyalty and advocacy.
- Engage with the Customer Success team and manage activities around, onboarding, training, performance, and coaching.
- Influence future customer value through product engagement, customer satisfaction and overall health scores.
- Work crossfunctionally with our analyst, commercial and custom teams to develop and lead customer plans. Ensuring all internal team are aligned and delivering on our customer lifecycle.
- Develop an indepth knowledge of our products and an understanding of what's happening in the industry.
- Be the 'voice' of the customer within our business and provide feedback to all other teams to drive continuous customer success.
- Drive customer success outcomes by working with the team to; increase renewal rate, expand account revenue through crosssell/upsell and influence future lifetime value through product adoption.
- Work on global internal projects with the objective of enhancing effectiveness and efficiency.
- Focus on customer onboarding to ensure the best seamless experience.
- Have a 'highlevel view' of the entire support process and be able to identify risk early.
- Foster a positive team culture.
- Ensure data integrity and provide regularly reporting on customer health and support.
- 3+ years' experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Experience in the Industrials (Construction, Mining, Power and Oil & Gas) preferred.
- Goal orientated with a positive attitude towards KPIs and targets.
- Strong empathy for customers and passion for growth.
- Demonstrated intellectual curiosity.
- Enthusiastic with the ability to inspire others.
- Excellent oral and written communication skills.
- Demonstrated ability to meet deadlines and have excellent attention to detail.
- Well defined prioritisation and organisational skills.
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