Software Support and Customer Success Executive

3 weeks ago

Durham County Durham, United Kingdom Imperial Recruitment Group Full time

Customer Success Manager - SME

Location: Durham - Hybrid working

Our client is a pioneer in utilising digital, IoT, and AI technologies to transform vehicle fleet management and mobile workforce operations. They are committed to empowering businesses through our innovative vehicle operations cloud platform, their solutions help mobile workers and fleet managers digitise, automate, and optimise processes, delivering on the transformational promise of these cutting-edge technologies.

We are seeking a proactive and motivated Customer Success Manager (CSM) to manage our clients SME customers, ensuring they derive maximum value from solutions. As a CSM, you will drive product adoption, promote value realisation, and deliver a high-quality experience that fosters strong customer retention and satisfaction. This role is also responsible for identifying growth opportunities within existing accounts and managing some new business activities.

Customer Onboarding and Training: Lead product adoption activities, including relationship-building, product knowledge sharing, training, and onboarding.

* Customer Success Planning: Collaborate with customers to develop and execute plans that drive positive outcomes and expedite the realisation of value from our solutions.

* Retention and Growth: Conduct regular check-ins to address customer needs, identify risks of churn, and proactively work to secure renewals and expand accounts through cross-sell and up-sell opportunities.

* Collaborative Approach: Partner with Sales, Customer Care, E-Learning, Product Solutions, and Operations teams to ensure alignment and support for sales through service selling.

* Self-Service Empowerment: Educate customers on how to self-manage their system, raise support tickets, and follow the customer journey escalation process.

* Handle inbound sales opportunities for new business customers with fleets of fewer than 10 vehicles.

Commercial Acumen: Strong understanding of business and commercial principles.

* Experience: 2+ years of experience in Customer Success, Sales, or Account Management.

* Technical Proficiency: Familiarity with CSM/CRM tools such as Salesforce, and Software-as-a-Service (SaaS) platforms is a must.

* A self-starter with fresh ideas for user adoption and churn mitigation.

* Customer Success Manager Persona:
As a Customer Success Manager, you will be a key player in ensuring that our clients customers continue to see value in the products long after the initial sale. Your role involves being a proactive problem-solver, building long-term client relationships, and acting as a bridge between sales and support.

If you’re someone who thrives in a high-level, strategic role that allows you to make a significant impact on both customer satisfaction and business success, this is the perfect opportunity for you.

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