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Customer Service Specialist
3 months ago
Urgent
- REMOTE
**About Our Client**:
We are looking for a Customer Success Manager interested in using creativity to solve problems, build long-term relationships with businesses, and help their customers use software to achieve their marketing goals. Customer Success Managers are the trusted advisors for each of their customers. They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive. In working with your customers, you will find that no two of them are the same. You must be able to identify risks to customer satisfaction proactively and collaborate across product and operational lines to pursue solutions and advocate for our customers. You are comfortable with being a trailblazer and driving change across the organization to promote healthy processes that will allow us to better service our customers to create long-term value.
- Manage customer relationships either via a dedicated book of business or in a pooled management model. Some of your customers will be new, while others may be existing Sorenson customers,
- Build and foster relationships with key decision makers and stakeholders across multiple customer teams.
- Engage customers in strategy conversations to derive maximum value from their investment.
- Define what success means for your enterprise customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success.
- Monitor customer health and create risk mitigation plans where needed.
- Resolve customer inquiries by aligning customers with the right resources.
- Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
- Partner with different teams to 'solve for the customer', including onboarding and contract management.
- Understand technical roadblocks and make recommendations on solution implementation.
- Nurture strong relationships within your Enterprise accounts.
- Correct data entry within our CRM Salesforce
**The Successful Applicant**:
- 3+ years' experience in a client-facing/account management role with at least 2 years of managing a dedicated Enterprise account.
- Business savvy with consultative, problem solving, and issue resolution skills.
- Technical acumen that allows you to problem solve and communicate known/unknown issues effectively to Engineering and Product Management teams.
- Team player that can lead in your area of expertise while following the lead of the Global Account Manager
- Well-organised, with a high attention to detail and ability to manage priorities and time management for successful execution.
- Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations.
- Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations.
- It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
- The ability to thrive in a fast-paced environment.
- Experience of Salesforce necessary..
**What's on Offer**:
- A competitive salary ranging from £25,200 to £30,800 per annum.
- Permanent, contract-based job opportunity.
- Generous holiday leave.
- Opportunity to work remotely from Hamilton or any other location in the UK.
- A supportive and collaborative company culture.
32 days of A/L including 8 public holidays
Pension: Employee: 5%, Employer 3% Pay as you Earn Scheme
Vitality Private Health Care
Cycle Scheme
Free British language Courses
We Care Scheme: 4 hours of paid voluntary service within your community
Life Assurance Plan
Company Sick Pay
