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Customer Success Manager
4 weeks ago
We are seeking a highly skilled Customer Success Manager to join our team at Moorepay. As a key member of our customer-facing team, you will play a critical role in ensuring our customers achieve their business outcomes and are delighted with our services.
As a trusted advisor and customer advocate, you will represent the 'Voice of the Customer' to our internal organization, ensuring their needs are fed back to the relevant teams for continuous improvement and success.
You will work closely with our customers to understand their business needs, identify opportunities for growth, and develop strategies to drive customer success. Your focus will be on building strong relationships, driving customer engagement, and ensuring our customers receive a fantastic service from Moorepay.
Key Responsibilities- Proactive outreach and regular meetings with customers to ensure fantastic relationships are in place.
- Developing stakeholder relationships within customer accounts and across the Moorepay business.
- Leading quarterly business reviews with key customers, focused on business outcomes and value.
- Acting as the 'Voice of the Customer,' representing customer sentiment and ensuring internal alignment in delivering business value and objectives.
- Improving product adoption through identification of gaps, discussion, and coaching, and ensuring the right collateral and enablement is provided to the customer.
- Proactively managing account lists and reporting on customer health to senior stakeholders within Moorepay.
- Creating and driving customer success improvement plans where value is not being achieved.
- Identifying and nurturing areas for cross-sell and up-sell, to provide additional value within the customer account.
- Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving a fantastic service from Moorepay.
- Previous experience working as a Customer Success Manager in a similar SMB-scaled delivery model.
- A strong customer-first attitude and experience of customer relationship management.
- A strong communicator at all levels, from operational through to C-level, with ability to develop robust and enduring relationships that sustain confidence from customers.
- Strong presentation skills and the ability to present to a wide audience at all levels, including senior teams both internally and externally.
- Effective stakeholder management, both internal and external.
- Experience efficiently managing customer complaints and escalations.
- A results-driven individual who is commercially astute and has the ability to have discussions focused on business value.
- Capable of working under pressure and to measurable KPIs.
- Proven commercial acumen and ability to generate opportunities for our account management teams.
- The gravitas, charisma, and knowledge to be credible in all business situations.
- Action-oriented and collaborative team player, with the ability to stay calm under pressure.
- A career packed with opportunity, in a stable and growing company.
- A comprehensive programme of learning and development.
- Competitive base salary.
- 25 days annual leave, with the opportunity to buy more.
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension with up to 8.5% employer contributions.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
