Customer Success Manager

7 days ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Nigel Wright Group Full time

The Opportunity:

Nigel Wright Group is partnering with a rapidly growing global SaaS technology company to find a self-driven Client Services Representative to join their team. The Client Services Representative role is responsible for high-touch, post-sales service to a portfolio of customers, handling on-boarding and driving user optimisation and product adoption. This role is hybrid with at least one day based in the office.

Role Profile:

  • Responsible for high touch, post-sales service for a portfolio of customers across a range of industries.
  • Using a consultative approach, serve as a trusted advisor to your portfolio of customers.
  • Repeatedly guide customers through the expanded use of the company blueprint.
  • Incorporate best practices, new features and new use cases to ensure stickiness and ROI.
  • Partner with the sales team to manage the process from Implementation to Expansion and Renewal.
  • As the product expert be the conduit between the customer and the Product Management team to translate business requirements into product enhancements.
  • Execute monthly proactive outreach to review usage.
  • Identify opportunities for expansion and assess overall level of satisfaction.
  • Handle customer references, case studies and testimonials for customers.

Person Specification:

  • Experience in a fast-paced SaaS client services role is desired.
  • Track record in new customer onboarding and relationship management preferred.
  • Strong project management experience in client relations/account management with a consultative approach.
  • Proactive, self-motivated team player with innovative ideas to enhance client loyalty, retention, and growth.
  • Excellent communication skills, both written and verbal, with experience in individual and group presentations.
  • Strong interpersonal skills with a track record of building positive relationships.
  • Skilled in cross-functional leadership and team coordination.
  • Highly organised with strong time management abilities, capable of handling multiple projects simultaneously and setting clear expectations.
  • Detail-oriented and quality-focused.
  • Adaptable to a fast-paced, evolving startup environment while maintaining a positive attitude.
  • Proficient in Google Suite, Salesforce and Microsoft Office; experience with Outlook, Excel, Word, and PowerPoint is a plus.

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