Customer Experience Manager

1 month ago


Reading, Reading, United Kingdom eflow Global Full time
About eflow Global

eflow Global is a leading provider of Regtech cloud solutions to Investment firms. Our unique SAAS platform offers clients the reporting tools they need to ensure regulatory compliance.

Role Overview

We are looking for a dedicated and proactive Customer Success Manager to join our team. The successful candidate will be responsible for managing and nurturing relationships with our clients, ensuring their satisfaction and success.

Key Responsibilities

Client Relationship Management:

  • Build strong, long-lasting relationships with clients.
  • Understand clients' business needs and align our solutions to meet those needs.
  • Serve as the main point of contact for client inquiries, concerns, and escalations.

Customer Success:

  • Ensure clients are deriving maximum value from our products and services.
  • Monitor and analyse customer usage patterns and provide proactive recommendations for optimization and efficiency.
  • Conduct regular check-ins to assess client satisfaction and address any issues.

Product Knowledge:

  • Stay updated on our product offerings and industry trends.
  • Train clients on new features and functionalities to optimise their usage.

Performance Metrics:

  • Maintain high customer satisfaction scores and retention rates.

Communication:

  • Provide regular updates to clients on new features, upgrades, and relevant industry information.
  • Collaborate with internal teams to ensure client needs are communicated and addressed effectively.
Career Progression

Successful performance in this role will open opportunities for career progression, including the chance to take on more challenging roles such as managing bigger enterprise accounts and being the first escalation point to other CSMs in the Team.

Requirements

Qualifications and Skills:

  • Proven experience in customer success or client relationship management.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Proactive and self-motivated, demonstrating a high level of initiative.
  • Familiarity with CRM software and other relevant tools.
  • Bachelor's degree preferable but not essential depending on experience.


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