Senior Customer Success Manager

2 weeks ago

Milton Keynes, United Kingdom Huntress Full time

**Title: Senior Customer Success Manager - Full Time, Permanent**

**Salary**: £42-£53k (DOA)

Hybrid working

**Duties**:

- Achieve maximum fulfilment and cost reduction for customers, whilst maximising revenue for the company by achieving the key Measures of Success on a continuous basis
- Be a pro-active member of the Senior Leadership Team, working closely with the Customer Success Director to create a high performing, engaged team of customer success professionals, who go over and above to achieve customer and corporate success
- Translates available customer data contained within the platform and other sources into actionable insights and improvement projects
- Considers future resource requirements based on new customers onboarding and customer spend
- Manage at least two Customer Success Managers: performance management, sickness absence management, regular one to one meetings, appraisals, and all other people management aspects
- Coach and mentor other members of the team and provide feedback to better service offerings
- Act as a senior point of escalation for both internal and external stakeholders
- Support the smooth on-boarding of new customer accounts, working as a key project member for each implementation and key point of contact for new customers
- Support improvements to customer satisfaction, utilising feedback from transactional and relationship surveys
- Attend weekly and monthly customer meetings, including Quarterly Business Reviews
- Drive the delivery of action plans to improve customer satisfaction through effective service delivery
- Analyse weekly and monthly reports, identifying trends and conducting root cause analysis to promote a culture of continuous improvement
- Conduct weekly one-to-ones with direct reports (two), providing coaching, mentoring and driving team performance to support the professionalisation of the team
- Deputise for the Customer Success Director when required
- Where necessary, attend the customer's offices or working locations

**Experience Required**:

- Highly personable with excellent communication skills
- Excellent time management and project management skills (a project management qualification would be advantageous but not essential)
- Tenacious and resilient in the face of challenges
- Proven experience of motivating team members and creating high-performing teams
- Previous experience of working in a senior management or leadership position (advantageous)
- Experienced in the delivery of change management programmes
- Have a head for numbers and commercial acumen (essential)
- Excellent Microsoft Office knowledge

Hours: 08:45am - 17:30pm Monday - Friday

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