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Customer Success Manager

2 months ago

Warrington, Warrington, United Kingdom Bellrock Property and Facilities Management Full time
Job Description

Job Title: Customer Success Manager - SaaS

Job Summary:

We are seeking a highly motivated and experienced Customer Success Manager to join our team at Bellrock Property and Facilities Management. As a Customer Success Manager, you will be responsible for ensuring customer satisfaction, driving product adoption, and enhancing customer value. You will plan, lead, and organize customer workshops, manage outbound communications, and leverage data analysis to drive upsell opportunities.

Key Responsibilities:

  • Customer Workshops and Engagement:
    • Plan and conduct customer workshop days, delivering insights and value about the Concerto product.
    • Facilitate training sessions and strategy meetings to help customers maximize product usage.
  • Communication Management:
    • Manage outbound communications regarding product enhancements and regulatory changes in the property industry.
    • Develop and distribute regular updates, newsletters, and educational content to keep customers informed and engaged.
  • Data-Driven Strategies:
    • Analyze customer data to identify trends and opportunities for upselling additional Concerto modules and Bellrock Group services.
    • Use data insights to drive strategic decision-making and customer success initiatives.
  • Customer Relationship Management:
    • Develop and maintain strong relationships with key stakeholders within customer organizations.
    • Act as the primary point of contact for customer issues, ensuring timely resolution and positive outcomes.
  • Product Adoption and Advocacy:
    • Promote the adoption of Concerto features and modules, guiding customers toward common use cases.
    • Advocate for customer needs within the product development team, contributing to the product backlog and prioritization.
  • Contract Renewal and Revenue Growth:
    • Lead efforts to renew customer contracts, increasing pricing and adoption of additional software modules.
    • Develop and execute strategies to improve customer retention and reduce churn.
  • Cross-Functional Collaboration:
    • Work closely with customer support, onboarding, and other internal teams to ensure seamless product adoption and customer satisfaction.
    • Collaborate with sales teams to identify and capitalize on upsell opportunities.
  • Customer Feedback and Improvement:
    • Collect and analyze customer feedback to continuously improve the product and customer experience.
    • Implement best practices and lessons learned to enhance future customer interactions and workshops.

Requirements:

  • Educational Background: Bachelor's degree in Business, Marketing, or a related field.
  • Experience: Minimum of 3-5 years in a customer-facing role within the SaaS industry, preferably in customer success or account management.
  • Technical Proficiency: Strong understanding of SaaS products and the ability to explain technical concepts to non-technical users.
  • Analytical Skills: Proficiency in data analysis and the ability to leverage data to drive business decisions.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to conduct presentations and workshops.
  • Relationship Building: Proven ability to build and maintain strong customer relationships.
  • Project Management: Strong organizational skills with the ability to manage multiple projects simultaneously.
  • Customer-Centric Mindset: A proactive approach to solving customer issues and ensuring customer success.
  • Team Collaboration: Ability to work effectively with cross-functional teams to achieve common goals.