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Principal Customer Engagement Manager

2 months ago

United Kingdom Enso Recruitment Full time

Enso Recruitment is pleased to collaborate with a reputable and expanding scientific software organization to find a qualified candidate for the position of Senior Customer Success Manager.

In the role of Senior Customer Success Manager, you will serve as the primary liaison between the organization and its clients. By fostering a robust relationship with clients, you will champion the company while also representing the clients' interests. Your focus will be on assisting clients in maximizing their use of the systems, both current and future, with customer retention through satisfaction being your top priority.

Key Responsibilities

  • Client-Centric Approach: You will gather client requirements and ensure adherence to relevant safety and regulatory standards.
  • Client Experience Management: You will oversee the post-implementation client experience and success, coordinating internal responses to maintain high levels of client satisfaction.
  • Revenue Growth from Existing Clients: You will identify opportunities for additional revenue from current clients and collaborate with the Sales team to secure these opportunities.
  • Continuous Improvement: Each team member is expected to identify Corrective and Preventative Actions (CAPAs) where necessary.

Primary Duties

  • Ensure effective planning and execution of post-implementation project transitions from operations to customer success.
  • Proactively manage client relationships, addressing all support requests and training requirements.
  • Collaborate closely with clients to ensure full utilization of products, identify gaps in current offerings, and promote additional solutions that may enhance client value.
  • Coordinate with support and product development teams to implement software fixes and develop new features.
  • Facilitate renewals, upgrades, and additional product offerings, ensuring invoicing and payments align with revenue objectives.
  • Identify and pursue new sales opportunities while engaging with clients to drive revenue growth.
  • Develop and maintain support materials to enhance the client experience.
  • Create and update marketing materials, including case studies and client testimonials.
  • Guide and assist team members with training, presentations, and demonstrations.
  • Conduct research to gather marketing intelligence, including future trends and competitor insights.
  • Monitor and report on sales, support, and client satisfaction metrics.
  • Ensure compliance with regulatory and safety standards for installations.
  • Mentor and support junior Customer Success Managers as needed.
  • Perform any other reasonable duties aligned with your primary responsibilities.

To explore this exciting opportunity further, please consider applying.