Customer Success Manager
2 months ago
- Working closely with the Account Management team to devise monthly plans around minimising churn and driving adoption.
- Onboarding customers and driving adoption throughout their customer lifecycle
- Develop detailed expertise in the Dext suite of products
- Effectively educate customers on how to both use and implement the Dext suite of products across their practice and client base
- Deliver consultative calls with Accounting and Bookkeeping customers - advising customers on best practice when implementing Dext, whilst also challenging customers on behaviours that may prohibit successful implementation
- Create and execute adoption plans that empower customers to implement Dext's suite of products across their practice
- Effectively conduct 1:many training sessions for our customer base to avery high standard
- Proactively reach out to our Customer base on a daily basis
- Achieve weekly call/meeting KPI's
- Working towards and achieving your monthly net client retention KPIs
- Primarily Account Managers
- Support
- Product
- Account Management Operations
- CSM's will be working directly with our Partner (customer) base, speaking directly with Partners with a variety of roles, including (but not exhaustive): Accountants, Bookkeepers, Cloud Champions
- Active Clients added
- Time to value
- Time to onboard partners
- Uplift in key product feature usage
- Ability to quickly learn new technologies and provide best practice advice to customers in a clear and concise manner
- Excellent communicator, who is open to different views and perspectives.
- Able to prioritise work effectively to maximise time spent with Dext's customers
- Strong problem solver
- Experience working towards targets/ quotas
- Able to negotiate win-win scenarios.
- Experience within a fast-paced and innovative environment
- Software or SaaS experience such as:
- Xero
- Intuit
- Sage
- Data capture solutions
- 5+ years experience working in the accounting and bookkeeping sector
- Motivated by KPI and target driven roles
- Team player who works with others to deliver results, contributing to the group and ensuring the team's needs comes first
- A high performer who consistently achieves results, always learning and seeking ways to make yourself and others better.
- Someone with humility & integrity, who ensures they fulfil their commitments to others and always engages with positive intent
- Brave & willing to try new approaches that can lead to exceptional results
- A competitive salary;
- Flexible working;
- 25 days off plus bank holidays, volunteering days, summer hours and a day off the week of your birthday;
- Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping cards, cinema ticket discounts, online discounts and more);
- Cycle to work scheme;
- Access to the Learnably platform where you can spend your annual L&D allowance -
- Payroll giving;
- Income protection;
- Mental health support through Help@Hand.
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