Customer Success Manager

4 weeks ago


Nottingham, Nottingham, United Kingdom Kerridge Commercial Systems Full time

At Kerridge Commercial Systems, we're committed to delivering exceptional customer experiences that drive long-term value and growth. As a Customer Success Manager, you'll play a critical role in achieving this goal by driving success for 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 identify key performance metrics to understand customer technical health.
  • Proactively identify customers with low technical health and develop 'get well' plans to restore their customer sentiment.
  • 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.

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.
  • Strong presentation and writing experience with the ability to motivate a variety of 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.

About Kerridge Commercial Systems:

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're passionate about providing customers with a competitive advantage in their incredibly competitive world. We've 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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