Bilingual Customer Success Lead

1 month ago

St Albans, Hertfordshire, United Kingdom Reed Full time
Customer Success Manager Role

About the Role:

We are seeking a highly motivated and experienced Customer Success Manager to lead our customer success team and drive exceptional customer experiences. As a key member of our team, you will be responsible for driving and supporting the customer success team to achieve departmental KPIs, sourcing and interpreting departmental data, and making key decisions to deliver unrivalled customer service.

Key Responsibilities:
  1. Drive and support the customer success team to achieve departmental KPIs.
  2. Source, interpret, and analyse departmental data from our CRM system to ensure effective performance.
  3. Make key decisions quickly and effectively to deliver unrivalled customer service.
  4. Coordinate the engineering team to ensure timely and efficient scheduling of required works.
  5. Provide administrative support to your team, including responding to emails and answering telephone calls.
  6. Be the main contact within the Customer Success Team for both internal departments and external stakeholders.
  7. Facilitate effective communication and collaboration amongst team members.
  8. Learn and understand our internal CRM system, Simpro, and external systems such as Fixflow, Dwellant, Pronett & Service Channel.
Requirements:
  1. A drive and desire to grow within a customer-focused environment.
  2. Willingness to learn about processes and products.
  3. Excellent customer-facing communication and interpersonal skills.
  4. Ability to lead a team and create a positive, friendly, and supportive working culture.
  5. High levels of self-motivation and organisation.
  6. Integrity and dedication to the role.
What We Offer:
  1. 9 day working fortnight.
  2. Continuous professional development.
  3. Wellness & Employee Assistance Programme (EAP).
  4. YuLife – The #1 rated benefits programme.
  5. Death in service insurance.
  6. Salary sacrifice pension scheme.
  7. 25 days' holiday, plus Bank Holidays, increasing to 35 days.
  8. A company culture that promotes work-life balance.
  9. Access to mental health care support.
  10. Recognition through 'Team member of the month'.
  11. Annual company day to share successes and strategic plans.

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