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Service Delivery
5 months ago
Our client is a software organisation based in Maple Cross
We are looking for a 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.
Key Performance Indicators for this role are as follows:
Build strong, long-term relationships with client stakeholders by staying in constant communication and resolving any issues in an effective and timely way.
# Conduct agreed review calls (e.g. weekly, monthly, quarterly, annually) to ensure customers optimize products/services, ensure service issue resolution and that customer goals are met.
# 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.
# 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. Promote and demonstrate value through the customer experience.
# Analyse customer data to improve the customer experience.
# Identify and prioritize product/service updates that reflect customer requests, industry market and competitor trends and report to key stakeholders.
# Provide insight and relay the voice of the customer within internal teams including Product, Sales, Marketing, Operations and Technical Support.
# Frontends solutioning communication with customers designs the solution to have onboarding team implement it, here onboarding team can then be treated as Managed Services supporting Customer Success.
# New Feature, Enhancement Requests from customers should be also be front ended and reported by CSM
Proven work experience (3 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.
Experience working with brand image and promoting value through customer experience.
especially relating to mobile applications, web applications and development, systems integration and product release and support requirements.
Experience in managing a diverse group and training each according to company standards.
Key Performance Indicators for this role are as follows:
Hybrid working - 3 days on site in Maple Cross
The opportunity to join a past paced and exciting software organisation. #
