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Bilingual Customer Success Manager

2 months ago

Derby, Derby, United Kingdom nurtur Full time

About Nurtur

Nurtur is a diverse group of SaaS software brands focused on generating revenue, demonstrating return on investment, utilizing data to drive business decisions, and leading the industry in insights and best practices.

Our Vision

We aim to nurture, capitalize, and deliver return on investment for all users of our world-class, data-driven ecosystem.

The Opportunity

We're seeking a Customer Success Manager to join our team full-time. As a Customer Success Manager, you will be responsible for the retention and growth of our customers across our brands.

Your Focus

You will build relationships with our customers through delivering excellent customer success, training, and guiding them to achieve strong marketing and business strategies that generate maximum return on investment (ROI) for our clients and help us exceed our retention objectives.

About You

  • You will have at least three years of customer service/account management experience.
  • You will be a self-starter with the ability to proactively take on work.
  • You will be a creative thinker, able to come up with innovative solutions to deliver success to your customers.
  • You will be a confident and clear communicator with excellent writing and presentation skills.
  • You will be comfortable expressing yourself through various communication channels.
  • You will have a strong knowledge of digital marketing and its value to businesses.
  • You will have excellent organizational and follow-up skills.
  • You will possess excellent problem-solving skills, able to adapt to any situation and propose clear logical solutions.
  • You will have an upbeat and proactive attitude with a passion for helping others succeed.
  • You will be able to multitask, prioritize, and manage your time effectively.
  • You will ensure that client expectations are managed effectively by providing realistic timelines and deliverables.
  • You will proactively identify future needs and requirements of clients to provide timely solutions and support.

Roles and Responsibilities

  • You will own the support, adoption, and expansions of your allocated customers across our brands.
  • You will act as the main point of contact for your customers.
  • You will handle upselling and renewal inquiries for your customers.
  • You will deliver monthly strategy and business reviews to demonstrate ROI to customers.
  • You will regularly engage with your customers and stay on their radar.
  • You will act as an escalation liaison between the customer, our Support Team, and Product Teams to help resolve technical issues blocking product adoption or usage.
  • You will develop a deep understanding of individual customer objectives and how our product can facilitate these for them.
  • You will be a brand ambassador and build our company brand with each interaction.

What We Offer

  • 25 days holiday plus 8 bank holidays
  • Perk box
  • Health Shield cash plan to recoup the cost of services such as dentistry, opticians, etc.
  • Death in Service Cover
  • Company Sick Pay
  • Bike to Work scheme