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Junior Customer Success Manager
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About us
Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW’s app-based platform provides a secure, brand-compliant solution – for dealers to build trust, transparency and long-lasting relationships
.
CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision t o provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer momen
t.
The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture. Recognised recently within the Top 25 Best Mid Sized Companies to work for within the UK, we pride ourselves on being a great place to wo
rk.
About the
role
We are recruiting for a passionate and driven Customer Success Manager to join the UK Customer Success Team. This is a remote role, involving occasional travel to customer sites and our offices in Woking
ham.
The Customer Success Manager will be responsible for the success, growth and retention of circa 90 customers using CitNOW Group Aftersales Applications Products. This individual will strive to continually demonstrate the value of all CitNOW Group products, using data to drive strategic conversations and delight our cust
omers.
Key responsibilities i
- nclude:
Build, grow and maintain exceptional customer relationships with allocated customers to achieve our 100% retent - ion goalSupport with the implementation of a digital CSM process and act as the escalation point for these c
- ustomersIdentify cross-selling and up-selling opportunities across the Group portfolio to drive sustainable revenu
- e growthUtilise data to drive customer engagement, personalising the customer experience to achieve increased adoption and r
- etentionWork with key stakeholders to understand, and positively impact, their business goals and increase product
- advocacyProactively develop appropriate and effective multi-level relationships across all customer a
- ccounts.Conduct effective account reviews remotely and face to face as app
- ropriateCreate and deliver compelling presentations to engage senior decision makers as a part of the account review
- processOwn the relationship within nominated customers, ensuring all deliverables are achieved to time, quality an
- d budgetDevelop business plans for all nominated accounts delivering the agreed activities to drive revenue growth and retention, ensuring all activities are communicated to all key stakeholders internally and ex
- ternallyWork in collaboration with the Sales Team to onboard new products and sites immediately prior to and post contract signing and strive to identify further growth oppor
- tunitiesWork closely with Customer Support Team to ensure customers are receiving a high level of customer sati
- sfactionWork closely with the Product and Onboarding Team to manage development work and pilots in your customer
- networkRepresent the business at conferences, trade fairs and networkin
- g eventsPersonally follow the business reporting and documentation processes to ensure all reporting requirements are completed accurately and
on time
We are loo
- king for:
A confident communicator, with the ability to build outstanding relationships with - customersPrevious experience in a Customer Success or Sales role is desirable but not
- essentialStrong organisational skills, with the ability to establish priorities to meet
- deadlinesA self-starter with a proactiv
e approach
In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal
wellbeing.
We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful car
eer with us.
The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuali
ty is valued.
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