Client Success Specialist

3 weeks ago

Birmingham, Birmingham, United Kingdom Moorepay Full time

As a pivotal role within our Moorepay organization, the Customer Success Manager (CSM) will be instrumental in nurturing and sustaining our customer relationships, ensuring their ongoing satisfaction and success.

Your primary objective as a CSM will be to guarantee that our clients experience success and satisfaction throughout their engagement with Moorepay.

You will proactively manage a select group of customer accounts, focusing on helping them achieve their desired business outcomes, embracing new software and service features, and fostering their role as advocates for Moorepay's offerings.

By acting as a trusted advisor and the main point of contact, you will oversee the complete customer experience and the overall success of the partnership.

Representing the Voice of the Customer within our organization, you will ensure that their needs are communicated to the relevant teams, promoting continuous improvement and success.

In instances where customer partnerships require enhancement, you will be tasked with implementing and executing customer success and service improvement plans to realign the relationship.

Your efforts in ensuring customer success are expected to drive advocacy and loyalty.

Additionally, you will contribute to the development and execution of our brand's NPS initiatives, our Voice of the Customer program, participate in product development discussions, enhance overall customer health across our organization, and help foster an exceptional level of customer experience.

You will report directly to the Head of Customer Success and Strategic Accounts, collaborating with various customer-facing teams.

This position will necessitate travel, which may include overnight stays or extended periods at various locations.

Regular engagement with customers and delivery centers will be essential.


Key Responsibilities:
  • Conduct proactive outreach and maintain regular meetings with customers, including in-person visits.
  • Establish and nurture strong relationships across your assigned customer accounts.
  • Broaden stakeholder relationships within the customer accounts you manage.
  • Lead quarterly business reviews with key customers, emphasizing business outcomes and value.
  • Act as the Voice of the Customer, ensuring alignment in delivering business value and objectives.
  • Enhance product adoption by identifying gaps, facilitating discussions, coaching, and providing necessary resources to customers.
  • Manage your account list proactively, reporting on customer health to senior stakeholders.
  • Create and implement customer success improvement plans where value is lacking.
  • Identify and cultivate opportunities for cross-selling and upselling to enhance customer value.
  • Encourage customer reference and advocacy activities through relationship building.
  • Engage actively in customer surveys, such as Brand and transactional NPS, ensuring appropriate follow-up.
  • Support the overall cultural change program, emphasizing customer-centric interactions.

Essential Skills and Experience:

  • A strong customer-first mindset with experience in customer relationship management.
  • Excellent communication skills at all organizational levels.
  • Effective stakeholder management, both internally and externally.
  • Highly organized, capable of managing multiple customer accounts.
  • A results-oriented individual with commercial insight.
  • Ability to engage in business discussions focused on value.
  • Strong presentation skills, able to address diverse audiences.
  • Ability to perform under pressure and meet measurable KPIs.
  • Proven commercial acumen and ability to identify opportunities.
  • Capability to enhance product adoption through gap identification and effective coaching.
  • Ability to address challenges and develop forward-looking plans for customer value.
  • Exceptional communication skills to build and maintain robust relationships with stakeholders.
  • Charisma and knowledge to establish credibility in all business situations.
  • Collaborative team player with leadership qualities to gain confidence from peers.
  • Excellent interpersonal skills to foster strong relationships with customers and colleagues.

Critical Competencies:
Previous experience as a Customer Success Manager in a similar SMB delivery model.

Benefits and Culture:
As part of the Zellis Group, Moorepay comprises a team of over 500 dedicated professionals across multiple locations. We are committed to making Moorepay an exceptional workplace for all our colleagues.

The average tenure at Moorepay is 12 years, reflecting our positive work environment.

To maintain this great workplace, we prioritize mental health support, work/life balance, and equal opportunities for all.


What You Will Gain:
  • A career filled with opportunities in a stable and growing organization.
  • A comprehensive learning and development program.
  • Competitive base salary.
  • 25 days of annual leave, with the option to purchase additional days.
  • Private medical insurance.
  • Life assurance at 4x salary.
  • Enhanced pension contributions of up to 8.5% from the employer.
  • A wide range of flexible benefits focused on financial and personal well-being.

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