Client Success Manager

5 days ago

Manchester, United Kingdom Unique X Full time

About Unique X

Unique X is a leading provider of innovative software solutions and content services to the global cinema industry. Our mission is to empower cinema operators and content providers to succeed in the digital cinema space.

Job Purpose

As a Customer Success Manager at Unique X, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success and growth with our products. You will be the trusted advisor to our clients, providing expert guidance and support to help them achieve their goals.

Key Responsibilities

  • Manage a portfolio of accounts to achieve long-term success and growth
  • Maintain strong client relationships through regular communication and issue resolution
  • Develop a comprehensive understanding of our products and services to provide expert guidance and support to clients
  • Act as the point of contact for clients and internal stakeholders, ensuring seamless communication and collaboration
  • Onboard new customers, ensuring a smooth transition from sales to implementation
  • Monitor customer usage data, health indicators, renewal dates, and growth opportunities to identify areas for improvement
  • Address customer issues with speed and efficiency, providing timely and effective solutions
  • Advocate client needs and issues cross-departmentally to ensure their success and growth
  • Monitor and report on customer satisfaction metrics and key performance indicators (KPIs)
  • Work closely with Sales, Product, IT, and Support teams to ensure a unified customer experience
  • Support clients with queries and training requests, providing timely and effective solutions
  • Identify and document new functionality requests and bug notifications from clients
  • Occasional domestic and international travel may be required to meet with clients and attend industry events
  • Ensure both the company and clients adhere to contract terms and conditions

Requirements

  • Minimum 3 years' experience in a relevant role, such as Customer Success Manager or Account Manager
  • Strong understanding of software solutions and content services in the cinema industry
  • Quick learner with the ability to learn and adapt to new software and technologies
  • Friendly and professional with excellent written and oral communication skills
  • Strong documentation skills, including the ability to draft user guides and sales presentations
  • Clear and patient training skills, with the ability to communicate complex information in a clear and concise manner
  • Accomplished presenter with the ability to communicate effectively with clients and internal stakeholders
  • Analytical and logical ability to understand client internal workflows and identify areas for improvement
  • Clear DBS (Disclosure Barring Service) check or equivalent required

Desirable Skills

  • Any IT background or software development experience is a plus
  • Additional languages or experience working with overseas clients and other cultures would be advantageous

What We Offer

  • Opportunity to work with a leading provider of innovative software solutions and content services in the cinema industry
  • Competitive salary and benefits package
  • 20 days annual leave increasing to 24 days based on length of service
  • A day off to celebrate your birthday
  • Meet and have fun with your colleagues at team events
  • Hybrid working to support your working preferences
  • Is your hometown too small for you? You have the opportunity to work from another location
  • Want to work with your friends or the techie people you know? We have a referral program to help you with that

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