Customer Success Manager
1 month ago
Customer Success Manager
Hybrid | (3 Days in Office)
Locations/Salary
Rickmansworth, UK/UP TO £70,000 DOE
Chicago, USA | St Louis, Missouri, USA/UP TO $115,000 DOE
A Customer Success Manager is required to join an award-winning dynamic workplace technology company that provides comprehensive platforms designed to deliver actionable workplace insights. Their platform includes real-time analytics systems, workplace sensors, employee experience apps, signage solutions, and space management tools.
The Role
Looking for a Customer Success Manager with a strong technical background You will be responsible for crafting and implementing a thorough client engagement plan, focusing on service excellence, and nurturing strong relationships. You’ll continuously support clients in maximising the value of the company’s products, utilising data analysis and collaboration with internal teams to enhance their experiences. You will drive improvements in product support and overall customer satisfaction by handling feedback and complaints and collaborating with account managers to achieve planned growth by maintaining high levels of client contentment.
Some of what you will be doing:
- clear retention objectives, milestones, and strategies to surpass clients expectations
- long-lasting strong relationships with client stakeholders through consistent communication and swift issue resolution
- regular review sessions, weekly/monthly/quarterly/annually, to optimise client utilisation of company products/services, address service issues, and align with customer goals
- individual risk mitigation plans for each client, pre-emptively identifying and managing risk to ensure ongoing satisfaction and retention
- comprehensive support during onboarding and training phases to enhance product adoption and usage
- client-related data and metrics to promptly address any adoption, trend, feature, or ticket-related issues
- in support calls to collaborate with the service desk team and clients, offering insights on metrics, trends, and solutions
- customer complaints and feedback to enhance the overall customer experience, while actively seeking user input
- for the product’s value and new features through effective demonstrations
- and reinforcing product value through exemplary customer experiences
- and prioritising product/service updates based on customer requests, industry trends, and competitor analysis, reporting findings to key stakeholders
- as the voice of the customer within internal teams, including Product, Sales, Marketing, Operations, and Technical Support
- as a product champion, educating client stakeholders on product functionalities and benefits
- solution discussions with customers, designing solutions for implementation by the onboarding team
- technical challenges/solutions sessions post-deal closure to ensure alignment with business objectives
- the handling of New Features and Enhancing Requests from customers, ensuring timely reporting and resolution
Ideally, your skills and experience will include:
- Years as a Customer Success Manager or similar role
- of working in a Tech/SaaS business closely with product
- history of improving customer satisfaction through a planned and structured approach
- enterprise-size businesses expand their usage
- ability to communicate and foster positive business relationships
- mobile applications, web applications, development, system integration, product release, and support requirements
- organisation and tracking to deliver high volume workload accurately and to deadlines
- a diverse group and training according to company standards
- ability to communicate and present to all levels of an organisation across the globe
- to facilitate requirement sessions, design meetings, progress and status updates
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