Customer Success Manager

3 days ago


Birmingham, Birmingham, United Kingdom SCC Full time
About the Role

This is a unique opportunity to join SCC as a Principal Customer Success Manager, where you will play a crucial role in unifying our sales and customer support teams. As the main point of contact between the company and a number of named accounts, you will serve as the primary contact for post go-live support, collaborating with the technical team to troubleshoot any issues raised by customers.

Key Responsibilities
  • Develop and implement account plans, working with the technical teams to agree the service roadmap for strategic accounts, and lead the process for regular business reviews with the client to maintain customer satisfaction and maximize account retention.
  • Support or respond to any alerts, red flags, or poor 'health' (engagement) by directly addressing customer issues or critical/overdue customer support tickets, and provide a strong relationship-building opportunity.
  • Follow up on current quarter's renewals to avoid last-minute surprises and ensure customer satisfaction, leveraging the relationships built and periodic health checks (or business reviews) to drive growth.
  • Upsell, expansion, and upgrades are core ways to drive growth, and you will make this easier by guiding customers throughout their journey and helping them solve problems along the way.
  • Day-to-day management of the CSM team, ensuring clear objectives are in place and being tracked, and carrying out regular performance reviews to ensure all team members are performing to expectation.
Requirements
  • Previous experience as a successful account manager or service delivery manager, with a proven track record of working in a customer-facing role.
  • Experience working with and managing services, stakeholders, and customers.
  • Detail-oriented and organized.
  • Highly motivated and enjoy a fast-paced environment, with a flexible approach and ability to operate effectively with uncertainty and change.
  • Able to work independently, autonomously, and take initiative.


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