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Senior Customer Success Manager
4 months ago
Are you a true team leader with a passion for delivering world-class service? Are you process savvy with the ability to think outside the box? If you are, then you might be the person we're looking for to help support and manage a team of dedicated CustomerSuccess Executives.
We have a fantastic opportunity for a driven, personable and dedicated Senior Customer Success Manager to join an established business services organisation in Milton Keynes. In this role, you'll be responsible for the smooth onboarding of new customers, whilstproviding management, support and guidance to the Customer Success Team.
Key Responsibilities
- Achieve maximum fulfilment and cost reduction for customers, whilst maximising revenue
- Be a pro-active member of the Senior Leadership Team nurturing and creating a high-performing, engaged team of customer success professionals
- Translate customer data into actionable insights and improvement projects
- Manage performance, sickness absence management, regular one-to-one meetings, appraisals and other people management aspects
- Coach and mentor other members of the team
- Act as a senior point of escalation for both internal and external stakeholders
- Support the smooth on-boarding of new customer accounts
- Continuously improve the levels of service provided
- Attend weekly and monthly customer meetings including Quarterly Business Reviews - providing in-depth operational overviews of financial and service delivery performance
- Analyse weekly and monthly reports, identifying trends and promoting a culture of continuous improvement
- Deputise for the Customer Success Director when required
Skills and Experience
- Be highly personable with excellent communication skills
- Have excellent time management and project management skills. A project management qualification would be advantageous but not essential
- Be tenacious and resilient in the face of challenges
- Have proven experience of motivating team members and creating high-performing teams
- Have previous experience of working in a senior management or leadership position (advantageous)
- Be experienced in the delivery of change management programmes
- Have worked within an IT/service delivery setting or as an Account Manager previously
- Have a head for numbers and commercial acumen (essential)
- Excellent MS Office knowledge
