Customer Success Manager

7 days ago

Durham, Durham, United Kingdom Central Employment Agency (North East) Limited Full time

Job Title: Client Services Manager

Job Summary:

Central Employment Agency (North East) Limited is seeking an experienced Client Services Manager to join our team. As a Client Services Manager, you will be responsible for driving customer satisfaction and retention through exceptional service and strategic account management.

Key Responsibilities:

  • Client Retention & Growth: Engage proactively with clients to ensure ongoing satisfaction and high retention rates.
  • Team Leadership: Lead and mentor a team of Client Services Account managers and Account Executives.
  • Client Partnerships: Foster strong partnerships with clients by demonstrating the ongoing value of our services.
  • Upsell & Cross-sell Opportunities: Identify and nurture opportunities to expand our services with existing clients.
  • Product Knowledge: Maintain comprehensive knowledge of our products and services to offer tailored solutions and recommendations.
  • Client Engagement: Monitor client engagement and satisfaction indicators to flag at-risk accounts early and implement strategic save plans to prevent churn.
  • Relationship Development: Develop and strengthen relationships with clients to ensure they understand and appreciate the full value of our services.
  • Network Development: Extend your network within client organizations to deepen service penetration and safeguard against single-point relationship failures.
  • Business Alignment: Align our services with the client's business objectives, acting as the bridge between their needs and our solutions.
  • Collaboration: Collaborate closely with internal teams to ensure smooth onboarding, identify growth opportunities, and streamline the renewal process.

Key Qualifications:

  • Experience in a B2B customer success role.
  • A background in a Business Process Outsourcing (BPO) organization.
  • Ability to manage large/key accounts.
  • Exceptional communication and relationship-building skills.
  • Strong organizational skills with the capacity to multitask effectively in a fast-paced environment.
  • Strong analytical skills to interpret data meaningfully and provide actionable insights.
  • Ability to work collaboratively in a team and adapt effectively to change management processes.
  • Strong stakeholder management experience both internal and external.
  • Line management experience.

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