Customer Relationship Strategist

3 weeks ago

Birmingham, Birmingham, United Kingdom Moorepay Full time

As a pivotal role within our Moorepay organization, the field-based Customer Success Managers (CSMs) are essential for the ongoing management and enhancement of our client relationships. You will cultivate strong partnerships with our key and strategic clients.

Your primary objective as a CSM will be to ensure that our clients achieve success and satisfaction throughout their journey with Moorepay.

You will proactively engage with a select group of client accounts, focusing on helping them realize their desired business outcomes, embrace new software and service features, and become enthusiastic advocates for the full range of offerings from Moorepay.

By serving as a trusted advisor and main point of contact, you will oversee the complete customer experience and the overall success of the relationship.

Representing the Voice of the Customer within our organization, you will ensure that their needs are communicated to the relevant teams, fostering a culture of continuous improvement and success.

In instances where the customer partnership requires enhancement, you will be tasked with implementing and executing customer success plans and service improvement strategies to realign the relationship.

Your efforts in ensuring customer success are expected to drive advocacy and loyalty.

Additionally, you will contribute to the development and execution of our brand NPS initiatives, the Voice of the Customer program, engage in product development discussions, enhance overall customer health across our organization, and promote an exceptional level of customer experience.

You will report directly to the Head of Customer Success and Strategic Accounts, collaborating with various customer-facing teams.

This position will necessitate travel, which may include overnight stays or extended periods at various Moorepay locations or client offices. Regular visits to the customer hub will be essential, along with trips to delivery centers.


Your key responsibilities will include:
  • Proactive outreach and regular meetings with clients, including face-to-face, on-site engagements.
  • Building and maintaining strong relationships across your assigned client accounts.
  • Expanding stakeholder relationships within the client accounts you manage.
  • Leading quarterly business reviews with key clients, focusing on business outcomes and value.
  • Acting as the Voice of the Customer, ensuring alignment in delivering business value and objectives.
  • Enhancing product adoption by identifying gaps, facilitating discussions, coaching, and providing the necessary resources to clients.
  • Proactively managing your account list and reporting on customer health to senior stakeholders.
  • Creating and implementing customer success improvement plans where value is not being realized.
  • Identifying and nurturing opportunities for cross-selling and upselling to deliver additional value within client accounts.
  • Promoting customer reference and advocacy initiatives through relationship building and ensuring exceptional service delivery.
  • Actively participating in customer surveys, such as Brand and transactional NPS, with appropriate management and follow-up.
  • Supporting the overall cultural change program, emphasizing the voice of the customer and prioritizing customer-centric interactions.
Essential Skills and Experience:
  • A strong customer-first mindset and experience in customer relationship management.
  • Excellent communication skills across all levels, from operational to executive.
  • Effective stakeholder management, both internally and externally.
  • Highly organized with the capability to manage multiple client accounts.
  • A results-oriented individual with commercial awareness.
  • Ability to engage in business discussions focused on delivering value.
  • Strong presentation skills, capable of addressing diverse audiences.
  • Ability to perform under pressure and meet measurable KPIs.
  • Proven commercial insight and ability to create opportunities for account management.
  • Ability to enhance product adoption through identifying gaps and ensuring clients receive the right support.
  • Capability to address challenges and develop forward-looking plans to achieve value for clients.
  • Exceptional communication skills to build and maintain robust relationships with numerous stakeholders, including regular reporting to senior leadership.
  • Possessing the gravitas and knowledge to establish credibility in all business situations.
  • Action-oriented and collaborative team player with defined leadership qualities to gain confidence and buy-in from peers.
  • Excellent interpersonal skills to build strong relationships and sustain confidence with clients and colleagues.
Critical Competencies:
  • Previous experience as a Customer Success Manager in a similar SMB scaled delivery model.
Benefits and Culture:

As part of the Zellis Group, Moorepay is a team of over 500 dedicated professionals across multiple locations. We are committed to making Moorepay an exceptional workplace for all our colleagues.

The average length of service at Moorepay is 12 years, which speaks volumes about our work environment.

To ensure Moorepay remains a great place to work, we focus on three core values: mental health support, maintaining a healthy work/life balance, and promoting equal opportunities and inclusion for everyone.


What you will gain by joining our team:
  • A career filled with opportunities in a stable and growing organization.
  • A comprehensive learning and development program.
  • Competitive base salary.
  • 25 days of annual leave, with the option to purchase additional days. You will even receive your birthday off.
  • Private medical insurance.
  • Life assurance at 4x salary.
  • Enhanced pension with up to 8.5% employer contributions.
  • A wide range of additional flexible benefits focused on financial and personal wellbeing, lifestyle, and leisure.

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