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Senior Customer Success Manager
1 month ago
Enso Recruitment is delighted to be working on behalf of an established and growing scientific software company, to recruit for the role of Senior Customer Success Manager.
As a Senior Customer Success Manager, you will act as the main interface between the company and the customer. By building a strong relationship with the customer, you will be an advocate for the company as well as the voice of the customer. You will work with the customer in maximizing their benefit of the systems, both current and in the future. Customer retention through satisfaction is your primary goal.
Responsibility
- Customer Focus – you are responsible for helping to gather customer requirements and ensuring compliance with applicable safety and regulatory requirements.
- Customer Experience – you are responsible for the post go-live customer experience and success, including internal co-ordination of responses to ensure a high level of customer satisfaction
- Revenue from existing customers – you are responsible for identifying opportunities for additional revenue from existing customers and working with the Sales team to close.
- Improvement including Corrective and Preventative Actions – each employee has a responsibility to identify CAPAs where applicable through continuous improvement
Primary Role
- Ensure post-go-live project handovers from operations to customer success are planned and executed effectively.
- Proactively managing the customer relationship, ensuring all support requests and training needs are looked after.
- Work closely with customers to ensure the products are fully utilized, identify gaps in the current product, identify future needs and promote warranties and additional solutions that may benefit the customer.
- Liaise with support and product development teams to provide software fixes and develop new features.
- Generate renewals, upgrades and additional products, and ensure invoicing and payments are kept up to date in line with revenue targets.
- Seek out and identify new sales opportunities and engage with customers to increase revenue.
- Develop and maintain support material to improve the customer experience.
- Develop and maintain marketing materials, including case studies and customer testimonials.
- Lead and support other members of the team with training, presentations and demonstrations.
- Research and build marketing intelligence including future trends and competitor information.
- Monitor and report on sales, support and customer satisfaction metrics.
- Ensure regulatory and safety compliance for installations.
- Mentor, support and develop more junior Customer Success Managers, as required.
- Any other duties that may reasonably be required in line with your main duties.
To be considered for this fantastic opportunity, or to learn more, hit Apply Now today
