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Digital Customer Success Manager

1 month ago

London, Greater London, United Kingdom Board Intelligence Full time
About the Role

We are seeking a Digital Customer Success Manager to drive gross revenue retention for a large portfolio of accounts. This role will ensure clients have a fantastic experience with Board Intelligence, demonstrated through high NPS and C-Sat. You will achieve this through building a proactive digital communication strategy with the customer's goals in mind.

Key Responsibilities
  • Manage a large book of business of 50-100 customers
  • Design and launch processes, workflows, and automations that drive internal efficiencies and deliver greater value to customers
  • Manage and negotiate renewal opportunities to maximize customer retention
  • Maintain consistent digital interactions with customers, providing support and assistance as needed
  • Analyse customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience
Requirements

We are looking for a solution-driven problem-solver who consistently looks for ways to improve our digital strategy. You should be passionate about leveraging automation, AI, and technology to drive customer success. You must have a proven track record of collaboration and a customer-centric approach. The ideal candidate will have experience in digital or tech touch roles, with a solid base of customer success management experience.

  • Bachelor's degree or good A-levels (or equivalent), with additional experience
  • Experience using pin software such as Gainsight, PlanHat, Vitally, ChurnZero, Totango, and Salesforce (or similar)
  • Strong multitasking abilities in a fast-paced environment
  • Self-motivated learner with technical orientation and the ability to quickly learn new concepts
  • Excellent written and verbal communication skills
Benefits
  • Competitive salary & pension scheme
  • Personal performance bonus
  • 26 days holiday each calendar year
  • Bupa health & dental cover
  • Group life insurance