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Client Success Strategist

3 months ago

Nottingham, Nottingham, United Kingdom Kerridge Commercial Systems Full time

Work Environment:

At KCS, we embrace a flexible hybrid work model, allowing our employees to balance their time between office collaboration and remote work. This policy fosters a supportive atmosphere that enhances productivity and job satisfaction.

Role Overview:

The Customer Success Manager plays a pivotal role in ensuring our clients achieve their desired outcomes while utilizing our software solutions. This position is focused on enhancing customer satisfaction and loyalty, ultimately driving business growth through positive customer experiences.

Key Responsibilities:

  • Collaborate with the Customer Success Director to achieve customer success metrics, aiming to boost renewal rates and minimize churn.
  • Enhance customer lifetime value by promoting product adoption and ensuring high satisfaction and health scores.
  • Facilitate new business opportunities through increased customer advocacy and references.
  • Work closely with various Support Teams to implement customer success strategies.
  • Serve as the customer advocate within the organization, ensuring their needs are met.
  • Develop a comprehensive understanding of the technical aspects of each client’s setup.
  • Define and monitor compliance with Service Level Objectives across different teams.
  • Identify key performance indicators to assess customer technical health.
  • Proactively address customers with low technical health and create recovery plans.
  • Ensure all clients receive high-quality, consistent support in line with Service Level Agreements.
  • Oversee customer service delivery, focusing on achieving key performance indicators.
  • Participate in service review meetings with clients to enhance satisfaction and identify improvement initiatives.
  • Implement service improvement initiatives and review support tools to optimize workflows.
  • Foster and maintain strong relationships with both internal and external clients.
  • Work with the Global Customer Success Director to cultivate a culture of customer delight.

Qualifications:

  • Bachelor's Degree in a relevant field with a minimum of 4 years of experience in a similar role.
  • Proven experience managing multiple projects and client relationships.
  • Strong computer skills, including proficiency in Microsoft Office and CRM software.
  • Excellent presentation and writing skills, with the ability to engage diverse audiences.
  • Strategic thinker with the capability to align short and long-term goals.
  • Exceptional communication skills across various platforms.
  • Adept at building and maintaining relationships in a global, virtual environment.
  • Passionate about IT and committed to continuous learning about industry trends.
  • Detail-oriented with strong analytical skills.
  • Team player who is also a self-starter, thriving in a dynamic environment.
  • Experience in the Rental Market is a plus.

Company Overview:

Kerridge Commercial Systems (KCS) is a leading provider of trading and financial software solutions tailored for the Distribution, Wholesale, Merchant, and Retail sectors. With over 40 years of experience, we are dedicated to delivering industry-specific solutions that empower our clients to gain a competitive edge.

We believe that exceptional software solutions are a result of having exceptional people. Our commitment to fostering a diverse and inclusive workplace is unwavering, and we are proud to be an equal opportunity employer.

Health and Safety Commitment:

KCS is dedicated to ensuring the health, safety, and welfare of all employees in accordance with the Health and Safety at Work Act 1974. We expect all employees to take reasonable care for their own safety and that of others.