Customer Success Manager
3 days ago
IQ Talent Solutions are delighted to be recruiting a Customer Success Manager for one of our most prestigious clients who are an industry leader in the software sector. Our client is based in Birmingham with a 50% hybrid working policy in place. The rolepays a competitive basic salary (available on request), bonus and comes with industry leading benefits.
The Customer Success Manager will work with customers to ensure they’re informed, supported, and have all the tools they need to utilise our clients’ services.
The role of a CSM is vital for representing the voice of the customer within the product team and ensuring customer queries and concerns are raised and managed accordingly. The Customer Success Manager is ultimately accountable for enhancing the experienceof customers which result in customer satisfaction and retention. Using a combination of experience/knowledge, relationship management skills and direct access to internal teams to ensure product/process improvements and support-related queries are addressed.
**What is expected of the Customer Success Manager?**
- Customer satisfaction - Ensuring the customer is informed and supported.
- Being the voice of the customer - Raising and owning customer queries internally and through to resolution.
- Using customer data to improve the customer experience.
- Understand customer priorities and how to optimise their use of the Product platform.
- Ensuring customers are informed of new functionality and features.
- Contribute to the customer adoption of new features and releases.
- Demonstrate that you own and manage the customer portfolios that you are responsible for.
- Represent the voice of the customer and provide internal feedback which will help influence the product development roadmap and supports changes where required.
- Provide and contribute to information and reporting which support all elements of customer success, including (but not limited to) agreed KPI’s, customer retention and customer reviews.
**What we look for in a Customer Success Manager?**
- Ability to support customers with product adoption
- Detail driven and highly organised
- Excellent communicator
- A background working with customers
- Experience within relationship management
**What the Customer Success Manager will receive?**
- Opportunity to work with a global, industry leading software brand
- Competitive basic salary
- Hybrid working policy (50%)
- Industry leading benefits
- Annual bonus
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