Customer Success Manager

2 months ago

Buckshaw Village, United Kingdom Cegedim Full time

About the Role

We are seeking an experienced Customer Success Manager to lead a number of internal teams, fostering a collaborative and high-performance environment to ensure the delivery of top-tier customer support and success.

Key Responsibilities

  • Lead, manage, and coach a team of customer support engineers and managed service technicians.
  • Foster a collaborative and high-performance environment through effective mentorship, coaching, and guidance.
  • Ensure the team delivers support and onboarding activities within agreed timescales by overseeing resource allocation.
  • Prepare comprehensive reports to provide business intelligence on department status, identifying areas for improvement and key focus points for the team and the Head of Customer Experience.
  • Monitor key performance indicators (KPIs) such as service level agreements (SLAs), the number of onboarded trading partners, and customer satisfaction, taking corrective actions as necessary.
  • Resolve escalated customer issues, complaints, and concerns, coordinating with management, team members, and stakeholders as necessary. Lead resolution efforts for major incidents, ensuring they are addressed quickly and effectively.
  • Develop and maintain positive relationships with key customers to ensure their satisfaction with the services received. Identify potential risks for key customers and implement mitigating actions to prevent issues.

Requirements

  • Proven experience in a Management role with customer success, customer support, or service desk within a software or service-oriented industry.
  • Demonstrated experience and strong leadership skills in leading, managing, and coaching teams, with a track record of fostering high-performance and collaborative environments.
  • Strong background in customer support with the ability to handle large and critical tasks effectively.
  • Proficient in leading critical tasks and managing support/onboarding backlogs efficiently.
  • Strong analytical skills to collect, interpret, and utilise data for informed decision-making and performance improvement. Experience in collecting and analysing data to monitor performance metrics and drive continuous improvement.
  • Proven ability to develop and maintain positive relationships with key customers, ensuring high levels of satisfaction and identifying upsell opportunities.
  • History of working effectively with cross-departmental teams to achieve cohesive operations.
  • Deep commitment to customer satisfaction, with the ability to develop and maintain positive customer relationships.

About Us

Cegedim is a leading business solutions technology company based in the UK. We are committed to delivering exceptional customer support and success to our clients. Our team is passionate about providing innovative solutions to meet the evolving needs of our customers.

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