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Customer Success Manager

2 months ago

Nottingham, Nottingham, United Kingdom Kerridge Commercial Systems Full time

About the Role

Kerridge Commercial Systems (KCS) is a leading provider of trading and financial software solutions for the distribution, wholesale, merchant, and retail industries. We are seeking an experienced Customer Success Manager to join our team in the Rentals Division.

Key Responsibilities

  • Work with the Customer Success Director to drive customer success outcomes, increase renewal rates, and reduce churn.
  • Influence customer behaviour to drive sustainable proven value for both the customer and the company.
  • Develop and implement customer strategies to increase customer satisfaction and advocacy.
  • Manage customer relationships to ensure efficient, professional, and high-quality support in accordance with the Service Level Agreement.
  • Monitor and manage customer service delivery, focusing on KPI achievement and call reduction.
  • Attend service review meetings with customers to improve customer satisfaction and initiatives.
  • Improve areas or processes that deal with quality, efficiency, and cost-effectiveness.
  • Manage SLA adherence and customer satisfaction from transition/deployment through to ongoing BAU service in line with contractual service levels and deliverables.
  • Be the go-to person for escalation, general issues, enquiries, and complaints.
  • Influence customer behaviour through various communication methods.
  • Alert the management team regarding any customer issues when necessary.
  • Develop a customer-reporting pack presented to the customer base.
  • Build, improve, and maintain both internal and external client relationships.
  • Implement and manage service improvement initiatives.
  • Review support tools available to customers and implement new policies and procedures to improve workflow.
  • Work with the Global Customer Success Director to drive a culture of customer delight.

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.
  • 4 years of experience working with external customers or partners in an organizational role.
  • Computer skills, including Microsoft Office and CRM software.
  • Strong presentation and writing experience with the ability to motivate various 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.
  • Ability to be effective and maintain strong internal and external relationships in a global, virtual setting.
  • A passion for IT, with a continuous need to learn K8 services and capabilities, as well as industry issues and trends.
  • Proven ability to drive continuous value of solutions.
  • Detail-oriented and analytical.
  • Strong team player but also a self-starter.
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
  • Experience in the Rental Market would be advantageous.