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Customer Success Manager
2 months ago
We are seeking a highly skilled Customer Success Manager to join our team at Kerridge Commercial Systems. As a key member of our organization, you will be responsible for driving success for our 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 work to define, monitor, and promote compliance of Service Level Objectives.
- Identify key performance metrics to understand customer technical health and proactively identify customers with low technical health.
- 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.
- Attend service review meetings with customers to improve customer satisfaction and initiatives.
- Improve areas or processes that deal with quality, efficiency, and appropriate cost prospective.
- Manage SLA adherence and customer satisfaction from transition/deployment through to on-going BAU service in line with contractual service levels and deliverables.
- Go-to person for escalation, general issues, enquiries, and complaints.
- Influence customer behavior to be how we want them to work 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 any new policies and procedures to improve workflow.
- Work with the Global Customer Success Director to drive a culture of Customer Delight.
- 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 working in a global, virtual setting.
- A passion for IT and a willingness to continuously learn K8 services and capabilities, along with industry issues and trends.
- Proven ability to drive continuous value of solutions.
- Detail-oriented and analytical.
- Strong team player but still a self-starter.
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
- Experience of the Rental Market would be advantageous.
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. Our passion is to provide customers with a competitive advantage in their incredibly competitive world.
We have done this so far by providing flexible, industry-specific solutions; software, technology, advice, guidance, and expertise built over 40 years of servicing their specific market.
Great software solutions don't happen without great people. We have the best software solutions for our market because we have the best people.
