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Customer Success Manager

2 months ago

Plymouth, Plymouth, United Kingdom Wildcat Careers Ltd Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team at Wildcat Careers Ltd. As a key member of our organization, you will be responsible for leading a small team of Customer Success Executives and working closely with our Enterprise Accounts.

Key Responsibilities
  • Team Leadership: Act as line manager for the Customer Success Team members, conducting routine one-to-one employee appraisals and ensuring the team adheres to company procedures and guidelines.
  • Client Relationship Management: Represent the Customer Success Team within the Management Team, briefing Senior Management and communicating company initiatives, decisions, plans, and targets to the Customer Success Team.
  • Account Growth: Discover and capitalize on upsell and cross-sell opportunities, ensuring all contracts are renewed upon expiration and clients receive services that meet their needs and budget.
  • Training and Development: Assist less experienced colleagues with training and direction, identifying and addressing training needs, and undertake training and assist in training new or existing staff members as required.
  • Client Communication: Act as an escalation point for client complaints, handling issues calmly, non-confrontationally, and courteously, and ensure follow-up actions from client complaints, employee appraisals, and internal meetings are taken.
Requirements
  • Leadership Experience: Strong, proven track record in a similar role, such as Customer Success Executive or Client Relationship Executive, with demonstrated leadership experience.
  • Communication Skills: Exceptional communication and listening skills, with the ability to convey information clearly and understand clients' needs effectively.
  • Interpersonal Skills: Excellent interpersonal skills, with a strong ability to build and maintain relationships.
  • Technical Knowledge: Experience working within technology is an advantage, with a willingness to develop a strong understanding of our products and services.