Customer Success Lead

1 month ago

Basingstoke, United Kingdom Once For All Full time

ROLE TITLE: Customer Success Team Leader

LEVEL: Mid-Management

REPORTS TO: Manager, Customer Success UK

FUNCTION: Customer Success

LOCATION: Hybrid

CONTRACT TYPE: Full Time

SALARY RANGE: £33k-36k

Company Overview:

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 60k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.


Role Overview:

This role oversees the daily operations of one of our UK customer success teams of 8 Customer Success Specialists. The role is committed to maintaining business as usual (BAU) while simultaneously implementing gradual enhancements to our service delivery. This role involves hands-on coaching and auditing of Customer Success Specialists to ensure peak performance and adherence to best practices.


Job Responsibilities:

  • Develop and implement personal development plans, while providing coaching, mentoring, and performance management, including appraisals and 1:1 meetings.
  • Manage team attendance, holiday requests, and return-to-work processes, while overseeing absence management
  • Handle conflict resolution and provide in-the-moment feedback on work errors and customer follow-ups.
  • Handle and resolve customer complaints and escalations.
  • Conduct weekly audits, provide feedback to the individual.
  • Conduct Training Needs Analysis meetings and oversee new employee onboarding.
  • Deliver and coach CCSM training and embedding sessions.
  • Prepare for and organize departmental away day events.
  • Monitor and improve customer health metrics, manage customer churn, and lead discussions about KPIs and performance metrics, while monitoring overall team KPI performance
  • Collaborate with other departments and build strong stakeholder relationships.
  • Delivery of team and department workshops to coach change consistently.
  • Responsible for reviewing, interviewing and hiring of new candidates to the department.
  • Feeding back process and team improvements to promote continuous improvement.
  • Provide input into projects to support delivery of department objectives and key results.
  • Attending and co-facilitating as part of a wider team at external conferences such as Marketplace live.


Requirements and Competencies:

  • Minimum of 4 years of customer facing experience either in a Customer Success, Account Management, Customer Support or similar.
  • Minimum of 2 years line management experience
  • We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable.
  • Communication Skills: Ability to clearly convey information and ideas to customers and team members, both verbally and in writing.
  • Customer Relationship Management: Building and maintaining strong relationships with customers to ensure their satisfaction and loyalty.
  • Problem-Solving: Identifying issues quickly and developing effective solutions to address customer concerns.
  • Team Leadership: Guiding and motivating a team to achieve their goals, while fostering a positive and collaborative work environment.
  • Product Knowledge: Understanding the company’s products or services thoroughly to provide accurate information and support to customers.
  • Time Management: Prioritising tasks effectively to manage multiple customer accounts and team responsibilities.
  • Empathy: Demonstrating understanding and sensitivity to customer needs and concerns.
  • Analytical Skills: Using data and metrics to assess customer success and identify areas for improvement.
  • Adaptability: Being flexible and open to change, especially in a dynamic work environment.
  • Conflict Resolution: Handling conflicts or difficult situations with customers and team members in a professional and constructive manner.
  • Commercial Awareness: Understanding the business environment and market trends to make informed decisions that align with the company’s financial goals and customer needs.
  • Task delegation acumen: Applicants must demonstrate proficiency in assigning responsibilities effectively, ensuring the right tasks are matched with the right people.

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