Customer Success Manager

1 month ago

Fareham, United Kingdom Cluett Reeve Ltd Full time

**Key Responsibilities**:

- Effectively Managing customer experience within an IT produuct based environment
- Produce Monthly Service Reports
- Host Regular Service Reviews
- Managing Customer Feedback Channels and Report trends and actionable improvements.
- Work with the sales team to identify upsell and cross-sell opportunities.**
**Duties**:

- Manage the long term "lifetine expectaion of service users.
- Build a relationship with the customer and become their advocate within the company by working with them to understand their motivations for buying the service, their experience of the delivery process, what their expectations of the service are, and anychallenges they anticipate facing that they’ll need the company to assist them with.
- **Produce and Distribute Monthly Service Reports**
- Generate monthly service reports, complete with data and trends from the last month or longer. and recommendations for actions they can take to improve their product performance.
- **Host Regular Service Reviews**
- Host regular service reviews with customers to review the service they’ve been receiving.
- Work with in house Analyst and other departments to provide a summary of trends in their environment and recommendations.
- Discuss feedback with the customer and ensure that the company continues to meet their expectations of the service and review any upcoming challenges.
- Keep customers informed on changes that might benefit them or be of interest.
- **Managing Customer Feedback Channels**
- Conduct regular surveys with customers during their regular service reviews, with an aim of building a network of referenceable happy customers.
- Conduct Customer Satisfaction Score surveys with newly onboarded customers.
- Collate results from the above surveys, and identify actionable changes that the business can make to improve the customer experience.
- **Customer Support**
- Assist with responding to customer queries sent into the customer experience team.
- **Ad-hoc support**
- Support your colleagues in the technical operations and customer experience teams as required.

**Abilities**:
Skills and/or knowledge:

- Communication skills (strong, written and verbal)
- Presentation skills
- Analytical Skills
- Relational Intelligence
- Knowledge of the principles and processes of good customer service
- Organisational Skills
- Ability to convey technical concepts in plain English

Competencies:

- Honesty
- Problem-Solving
- Pro-Activity
- Decisiveness
- Flexibility
- Teamwork

Desirable:

- Previous experience working in a customer success/service management role within a IT/technical service provider organisation would be desireable.

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