Customer Success Manager
4 weeks ago
At Kerridge Commercial Systems, we're committed to delivering exceptional customer experiences that drive long-term value and growth. As a Customer Success Manager, you'll play a critical role in achieving this goal by driving success for customers in their region and influencing customer behavior.
Key Responsibilities:
- Work with the Customer Success Director to drive customer success outcomes, increase renewal rates, and reduce churn.
- Develop a holistic view of technical aspects of every customer and identify key performance metrics to understand customer technical health.
- Proactively identify customers with low technical health and develop 'get well' plans to restore their customer sentiment.
- Ensure that all customers receive an efficient, professional, high-quality, and consistent support in accordance with the Service Level Agreement.
- Monitor and manage customer service delivery, focusing on KPI achievement and call reduction.
Requirements:
- Bachelor's Degree in a related field and a minimum of 4 years of relevant work experience.
- 4 years of experience managing multiple projects and clients.
- Strong presentation and writing experience, with the ability to motivate a variety of audiences to leverage our solutions.
- Strategic thinking, able to grasp long- and short-term goals with each client.
- Strong face-to-face, telephone, and email communication skills.
About Kerridge Commercial Systems:
Kerridge Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist distribution, wholesale, merchant, and retail industry sectors.
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