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Customer Success Manager
2 months ago
POSITION TITLE: Customer Success Manager
LEVEL: Mid-Level Management
REPORTS TO: Customer Success Manager, UK
FUNCTION: Customer Success
WORK ARRANGEMENT: Hybrid
EMPLOYMENT TYPE: Full-Time
SALARY RANGE: £33,000 - £36,000
Company Profile:
Once For All is a rapidly expanding, cloud-based SaaS subscription enterprise. Our innovative technology empowers clients to effectively manage their supply chain governance, risk management, and compliance needs. We serve a diverse clientele across both public and private sectors, boasting over 60,000 customers in the UK spanning 20 different industries, including construction, transport, retail, hospitality, education, facility management, property management, manufacturing, and government.
Role Summary:
This position is responsible for overseeing the daily functions of one of our UK customer success teams, consisting of 8 Customer Success Specialists. The role is dedicated to ensuring smooth operations while progressively enhancing our service delivery. It involves direct coaching and evaluation of Customer Success Specialists to guarantee optimal performance and adherence to established best practices.
Key Responsibilities:
- Design and execute individual development plans, providing coaching, mentoring, and performance evaluations, including appraisals and one-on-one meetings.
- Oversee team attendance, manage holiday requests, and facilitate return-to-work processes, while ensuring effective absence management.
- Address conflict resolution and offer immediate feedback on work errors and customer follow-ups.
- Manage and resolve customer complaints and escalations effectively.
- Conduct weekly performance audits and provide constructive feedback to team members.
- Facilitate Training Needs Analysis meetings and oversee the onboarding process for new hires.
- Deliver and coach Customer Success Manager training and integration sessions.
- Organize and prepare for departmental team-building events.
- Monitor and enhance customer health metrics, manage customer retention, and lead discussions regarding KPIs and performance metrics, while tracking overall team performance.
- Collaborate with other departments to build strong stakeholder relationships.
- Conduct team and departmental workshops to consistently coach change initiatives.
- Responsible for reviewing, interviewing, and selecting new candidates for the department.
- Provide feedback on process and team enhancements to promote continuous improvement.
- Contribute to projects that support the achievement of departmental objectives and key results.
- Participate and co-facilitate at external conferences as part of a broader team.
Qualifications and Skills:
- At least 4 years of experience in customer-facing roles, such as Customer Success, Account Management, or Customer Support.
- A minimum of 2 years of experience in a management position.
- While we will provide necessary sector training, a basic understanding of construction or supply chain risk management is preferred.
- Communication Skills: Ability to effectively convey information and ideas to customers and team members, both verbally and in writing.
- Customer Relationship Management: Building and maintaining strong relationships with customers to ensure satisfaction and loyalty.
- Problem-Solving: Quickly identifying issues and developing effective solutions to address customer concerns.
- Team Leadership: Guiding and motivating a team to achieve their objectives while fostering a positive and collaborative work environment.
- Product Knowledge: Thorough understanding of the company's products or services to provide accurate information and support to customers.
- Time Management: Effectively prioritizing tasks to manage multiple customer accounts and team responsibilities.
- Empathy: Demonstrating understanding and sensitivity to customer needs and concerns.
- Analytical Skills: Utilizing data and metrics to assess customer success and identify areas for improvement.
- Adaptability: Being flexible and open to change in a dynamic work environment.
- Conflict Resolution: Managing conflicts or difficult situations with customers and team members in a professional and constructive manner.
- Commercial Awareness: Understanding the business environment and market trends to make informed decisions that align with the company's financial goals and customer needs.
- Task Delegation: Demonstrating proficiency in assigning responsibilities effectively, ensuring the right tasks are matched with the right individuals.
