Customer Success Manager
2 weeks ago
Salary:
negotiable, subject to experienceABOUT TRACE SOLUTIONSWe are an employee owned software company that has unparalleled experience in the field of property management solutions.
Based in Clerkenwell in central London, we supply and support around 300 organisations with our well-known TRAMPS, BlueBox, o6ix, Mojo and Estateman property management software.
Clients include managing agents like Cushman & Wakefield, CBRE and Carter Jonas; corporate occupiers like John Lewis Partnership, Travis Perkins and KwikFit; property investors like the Co-Op and BNP Paribas; and housing associations such as Peabody and Together.
With some 50 staff, we're one of the leading innovators in our sector. Our products contain sophisticated tools to automate processes, analyse information, and integrate effectively with other best-of-breed applications.In recent years the development of the web-based Mojo brand and web apps that work seamlessly with our existing products, has led to significant growth of the company and this is expected to increase still further over the coming years.
THE ROLETrace Solutions pride themselves on having "absurdly happy customers" and our Client Success Managers play a pivotal role in maintaining those high levels of customer satisfaction.
All are experienced in some aspect of property management, and so are all to understand the needs of our customers and how to help them in their businesses.
Our Client Success Managers must foster strong client relationships, ensure customer satisfaction and drive the financial success of our Proptech solutions.
Key objectives for the role include:
Developing and maintaining strong relationships with key customers in the PropTech industry.
Acting as the main point of contact for customers, understanding their needs and ensuring effective communication.
Identifying revenue opportunities and maximise software sales and services opportunities within our existing customer base.
Building strategic relationships that make it difficult for competitors to break into the account.
Client Success Managers support the activities detailed in the Client Success Strategy document, take an active part in quality initiatives, and implement and conform to standards and procedures set within the team and the wider company.
KEY RESPONSIBILITIES1. Client Relationship ManagementDevelop and maintain strong relationships with key customers in the industry.Act as the main point of contact for customers, understanding their needs and ensuring effective communication.2. Product ExpertisePossess an in-depth knowledge of all Trace Solutions software and service offerings.
Demonstrate all Trace Solutions software to an appropriate level and describe service offerings, providing ongoing support and guidance to our customers.3.
Account Growth:
Identify, upsell and cross-sell opportunities to maximise account growth.
Sell company products at current list prices unless authorised by a director.
Collaborate with the Sales team to expand our footprint within existing accounts.4. Issue ResolutionAddress and resolve customer concerns promptly, ensuring high levels of customer satisfaction.
Work closely with Technical Support and Software Development teams to resolve any technical issues.
Escalate instances of serious client dissatisfaction to the appropriate authority and monitor resolution.5. Customer FeedbackGather customer feedback and communicate it internally for the continuous improvement of our products and services.6. Reporting and AnalysisProvide regular reports on the account status of our customers.
Participate in user and advisory group meetings.
Organise and lead account management meetings at the offices of Trace Solutions but also at customer sites throughout the UK and internationally, for which business expenses will be reimbursed.
Ensure timely and accurate processing of customer invoicing and billing related matters.Any other appropriate ad-hoc duties assigned from time to time by the Head of Client Success pursuant to meeting company objectives.
KEY SKILLSBusinessPossess sufficient property and accounting knowledge to be credible with any member of staff or customer about relevant business issues.
Anticipate and understand customer needs in order to spot sales opportunities.An understanding of corporate accounting and double entry accounting.
Knowledge of how Tramps/BlueBox and o6ix are applied at customer sites.
TechnicalA solid working knowledge of MS Office.
A good working knowledge of Trace Solutions product suitePersonalExceptional verbal and written communication skills.
Passion for ensuring customer success and satisfaction.
Able to work well within a team.
Ability to collaborate effectively with cross-functional teams.
Displays effort and application in achieving results, high level of initiative and productivity.
Ability to work under pressure, prioritise and meet agreed deadlines.
Availability to travel nationally and occasionally internationally with overnight stays where applicable.
Task ManagementAwareness of all relevant issues and their priorities.
Good planning, scheduling, monitoring and reporting skills.
Rational and logical decision-making ability.
Awareness of the need to continuously improve quality ensure that all aspects of work are completed to a high standard.
MORE ABOUT TRACE SOLUTIONSTrace Solutions is a great place to work:an employee-owned company, where you'll have the chance to take a direct stake in our future success. We have an enviable reputation for employee care. Salary and benefits are, of course, competitive.
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