Customer Success Manager

2 days ago

Nottingham, Nottingham, United Kingdom Kerridge Commercial Systems Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Kerridge Commercial Systems. As a Customer Success Manager, 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.
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 a variety of audiences to leverage our solutions.
About Us

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.

We are committed to providing our customers with a competitive advantage in their incredibly competitive world. We have done this by providing flexible, industry-specific solutions; software, technology, advice, guidance, and expertise built over 40 years of servicing their specific market.

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