Customer Success Manager

4 weeks ago

Manchester, United Kingdom Unique X Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Unique X. As a key member of our customer-facing team, you will be responsible for ensuring the long-term success of our clients by building strong relationships, providing exceptional support, and driving growth opportunities.

Key Responsibilities
  • Manage a portfolio of accounts to achieve long-term success and growth
  • Maintain strong client relationships through regular communication, issue resolution, and proactive support
  • Develop a comprehensive understanding of our products and services to effectively address client needs and provide tailored solutions
  • Act as the primary point of contact for clients and internal stakeholders, ensuring seamless communication and collaboration
  • Onboard new customers, ensuring a smooth transition from sales to implementation and setting them up for success
  • Monitor customer usage data, health indicators, renewal dates, and growth opportunities to identify areas for improvement and optimization
  • Address customer issues promptly and efficiently, escalating complex problems to internal teams as needed
  • Advocate for client needs and issues across departments, ensuring their voices are heard and valued
  • Monitor and report on customer satisfaction metrics and key performance indicators (KPIs) to inform business decisions and drive improvement
  • Collaborate closely with Sales, Product, IT, and Support teams to ensure a unified customer experience and drive business growth
  • Support clients with queries, training requests, and other needs, providing timely and effective solutions
  • Identify and document new functionality requests and bug notifications from clients, feeding this feedback into product development and improvement
  • Engage in occasional domestic and international travel to meet with clients, attend industry events, and represent Unique X
  • Ensure both the company and clients adhere to contract terms and conditions, maintaining a strong and mutually beneficial partnership
Requirements
  • Minimum 3 years of experience in a relevant role, preferably within an advertising technology software company
  • Strong understanding of advertising technologies and their applications
  • Quick learner with the ability to learn and adapt to new software and technologies
  • Friendly and professional demeanor, with excellent written and oral communication skills
  • Strong documentation skills, including the ability to draft user guides and sales presentations
  • Clear and patient training skills, with the ability to effectively communicate complex information to clients
  • Accomplished presenter, able to effectively communicate with clients and internal stakeholders
  • Analytical and logical ability to understand client internal workflows and provide tailored solutions
  • Clear DBS (Disclosure Barring Service) check or equivalent, willingness to undertake
Desirable Skills
  • Any IT background or software development experience a plus
  • Additional languages or experience working with overseas clients and other cultures advantageous
What We Offer
  • Support for professional development and certification courses
  • 20 days annual leave increasing to 24 days based on length of service
  • A day off to celebrate your birthday
  • Team events and social activities to foster a sense of community and camaraderie
  • Hybrid working to support your working preferences
  • Opportunity to work from another location, if desired
  • Referral program to help you work with friends or colleagues

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