Senior Customer Success Manager

2 weeks ago

Cardiff, Cardiff, United Kingdom Alcumus Full time
About the Role

We are seeking a highly skilled and experienced Senior Customer Success Manager to join our team at Alcumus. As a key member of our operations team, you will be responsible for the renewal of our customers' SafeWorkforce consultancy subscription.

Key Responsibilities
  • Build and maintain strong relationships with our customers to ensure their service expectations are met and exceeded.
  • Develop and implement strategies to increase customer engagement and retention, resulting in successful renewal of their membership.
  • Work closely with our sales and marketing teams to identify opportunities for upselling and cross-selling our services.
  • Provide exceptional customer service, responding to customer queries and concerns in a timely and professional manner.
  • Collaborate with our operations team to ensure seamless delivery of our services and continuous improvement of our processes.
  • Develop and maintain accurate records of customer interactions and progress, using our CRM system to track and analyze customer data.
  • Identify and address any customer satisfaction issues, working with our team to resolve problems and improve our services.
  • Contribute to the development of our customer success strategy, providing insights and recommendations to improve our customer retention and growth.
Requirements
  • Proven experience in customer success, account management, or a related field, with a strong track record of customer retention and growth.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Strong analytical and problem-solving skills, with the ability to identify and address customer satisfaction issues.
  • Ability to work autonomously and as part of a team, with a flexible and adaptable approach to changing priorities and deadlines.
  • Proficiency in CRM systems and other software applications, with the ability to learn and adapt to new systems and processes.
  • Strong business acumen, with a deep understanding of the subscription-based business model and the ability to develop and implement strategies to drive growth and retention.
What We Offer

As a Senior Customer Success Manager at Alcumus, you will have the opportunity to work with a talented and dedicated team, driving growth and retention for our customers. We offer a competitive salary and benefits package, as well as opportunities for professional development and career advancement.

We are committed to creating a diverse and inclusive work environment, where everyone feels valued and empowered to contribute their best work. If you are a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity.

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