Client Success Manager
4 weeks ago
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. 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.
Build strong, long-term relationships with client stakeholders by staying in constant communication and resolving any issues in an effective and timely way.
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. Analyse customer data to improve the customer experience.
Proven work experience (5 years +) as a Customer Success Manager or similar role (e.g., Technical Account Manager, Client Relationship Manager).
Track record of helping enterprise clients expand their usage.
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