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Enterprise Client Success Manager

4 months ago

London, United Kingdom IG Recruit Full time

Job Title: Enterprise Client Success Manager

Location: London / Hybrid

Company: workplace technology company

IG Recruit is proud to be a valued recruitment partner with a high-growth global workspace technology company. Due to extensive growth, our client is looking to recruit an experienced Client Success Manager

Reporting to the COO, This technically savvy Customer Success Manager to design and deliver a comprehensive client engagement strategy with a high focus on building/maintaining service excellence through strong and credible relationships and provide ongoing support to help them to make the most and find value in products and solutions.

You will monitor clients through analysis of data, networking with internal teams and providing insights on client-to-business interactions and improvement of the quality of the customer experience through product support and handling customer complaints and feedback.

The customer success manager will work closely with Account Managers helping them to deliver planned growth by ensuring high levels of customer satisfaction.

A few of the Key Duties and Responsibilities

  • Build strong, long-term relationships with client stakeholders by staying in constant communication and resolving any issues in an effective and timely way.
  • Establishing clear client retention goals, milestones, and a plan to exceed expectations and satisfaction.
  • Develop a risk plan for each customer, proactively identifying and evaluating risk against service delivery and taking action to avoid dissatisfaction and ultimately drive retention throughout the customer life cycle.
  • Provide support during onboarding and training to improve adoption and usage.
  • Reviewing client-related data and metrics to ensure any issues arising from adoption, trends, features, tickets etc… are all positively and efficiently dealt with.
  • Attending support calls to discuss issues with the service desk team and client pointing out metrics, trends, and solutions.
  • Review customer complaints and concerns and seek ways to improve the customer experience. In addition, you should be obtaining user feedback.
  • Analyse customer data to improve the customer experience.

Key Skills and Experience

  • Proven work experience (5 years +) as a Customer Success Manager or similar role (e.g., Technical Account Manager, Client Relationship Manager).
  • Experience in a Tech and/or SaaS business working closely with the products.
  • Track record of improving customer satisfaction through a planned and structured approach.
  • Track record of helping enterprise clients expand their usage.