Customer Relationship Manager

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 while fostering strong connections with our key and strategic clients.

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

You will take a proactive approach with a select group of customer accounts, focusing on helping them achieve their desired business outcomes, embracing new software and service features, and transforming them into enthusiastic advocates for all that Moorepay offers.

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

Your role will also involve representing the Voice of the Customer within our organization, ensuring that their needs are communicated to the relevant teams to promote continuous improvement and success.

When necessary, you will implement and execute customer success plans or service enhancement strategies to realign the partnership.

By driving customer success, you will also be expected to spearhead advocacy initiatives and foster loyalty.

Moreover, you will assist in the development and execution of our brand's NPS activities, the Voice of the Customer program, engage in product development discussions, enhance overall customer health across our organization, and contribute to delivering an exceptional customer experience.

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

This position will require travel, potentially including overnight stays or extended periods at various locations.

Regular interactions with our customer hub will be essential, alongside visits to delivery centers.


Your key responsibilities will include:
  • Proactive outreach and consistent meetings with your customers, including face-to-face, on-site engagements.
  • Establishing and maintaining excellent relationships across your assigned customer accounts.
  • Expanding stakeholder relationships within the customer accounts you manage.
  • Leading quarterly business reviews with key customers, focusing on business outcomes and value.
  • Acting as the Voice of the Customer, ensuring customer sentiment is aligned with internal delivery of business value and objectives.
  • Enhancing product adoption by identifying gaps, facilitating discussions, coaching, and providing the necessary resources and support to the customer.
  • Proactively managing your account list and reporting on customer health to senior stakeholders.
  • Creating and implementing customer success improvement plans where value is not being realized.
  • Identifying and nurturing opportunities for cross-selling and upselling to deliver additional value within customer accounts.
  • Promoting customer reference and advocacy initiatives through relationship building and ensuring exceptional service delivery.
  • Actively participating in customer surveys, such as Brand and transactional NPS, with appropriate management and follow-up.
  • Supporting the overall cultural change program, emphasizing the importance of customer-centric interactions.

Essential Skills and Experience:

  • A strong customer-first mindset and experience in customer relationship management.
  • Excellent communication skills across all levels, from operational to executive.
  • Effective stakeholder management, both internally and externally.
  • Highly organized with the ability to manage multiple customer accounts effectively.
  • A results-oriented individual with commercial awareness.
  • Capability to engage in business discussions focused on delivering value.
  • Strong presentation skills, able to address diverse audiences.
  • Ability to work under pressure and meet measurable KPIs.
  • Proven commercial acumen and the ability to identify opportunities for account management.
  • Skills to enhance product adoption through identifying gaps and providing the right support.
  • Proactive in addressing challenges and formulating forward-looking plans to achieve customer value.
  • Exceptional communication skills to build lasting relationships with a wide range of stakeholders.
  • Charisma and knowledge to establish credibility in all business contexts.
  • Collaborative team player with leadership qualities to gain confidence and buy-in from peers.
  • Excellent interpersonal skills to foster strong relationships and maintain trust with customers and colleagues.

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

Benefits and Culture:
As part of the Zellis Group, Moorepay is 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, which reflects our commitment to our employees.

To create a great working environment, we prioritize mental health support, a healthy work-life balance, and equal opportunities for all.


What you will gain by joining our team:
  • 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, lifestyle, and leisure.

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