Customer Support Manager

3 weeks ago

Newcastle Upon Tyne, United Kingdom Jackson Hogg Full time

**Customer Support Manager**:
My client designs and implements the commercial use of zero emission fuels, through the provision of innovative technology and commercial solutions, to decarbonise our global economy. They have particular interest in developing fuel cell, green hydrogenproduction and hydrogen carrier technologies and methods. They are seeking a Customer Support Manager to support the Commercial Team with the sales function and customer experience. This is an exciting opportunity for the right person to join a new and growingteam and really make the role their own.

**Typical Responsibilities Include**:

- Implementation tracking and reporting of leads, accounts, contacts, opportunities, and sales
- Major involvement in the launch of the new CRM system (SalesForce) and ensuring that processes are embedded within the company and that data is inputted and reportable
- Review and improve customer-facing resources: quotes, proposals, sales presentations, introduction packs, FAQs and other documentation to improve the customer experience from the outset
- Proactively identify areas of the business where customer processes can be improved
- Assist, when required, with the creation of quotes, tenders, and other customer documentation
- Actively streamlining points of contact for the customer
- Assist the Technical Sales Managers through filtering incoming leads and passing back once qualified
- As a Customer Experience Manager, you will also implement a lead follow-up process and work closely with Marketing to refine the whole customer experience - feeding back customer insight and data to improve the overall proposition
- Lead customer satisfaction process to seek feedback from customer and drive improvement across all areas

**Who are we Looking for?**
- You will be enthusiastic towards building out processes and will be receptive to influencing change
- You will have a hands-on, can-do approach with a develop to grow alongside the business
- Ideally you will come from an energy-based sector such as oil and gas, bonus points if you have worked within renewable energy. Although this is preferred, please note, we also welcome applicants from a construction or technical background
- You will be highly experienced at working with CRM systems (ideally SalesForce) and comfortable with running reports and evolving the platform
- Being a key customer liaison, you will have excellent inter-personal and communication skills in dealing will internal departments and customers.
- Ideally you will be based within commutable distance of our Newcastle site

**What we can offer in return**:

- Competitve and negotiable salary
- Flexible working
- Private healthcare
- An exciting and long-term career with real development, support, and growth potential

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