Customer Success Manager

1 month ago


St Albans, Hertfordshire, United Kingdom Shackleton Recruitment Group Full time
About the Role

The Customer Success Manager will be responsible for driving the customer success team to ensure the highest level of customer experience is delivered. This will involve:

  • Driving and supporting the customer success team with their day-to-day roles
  • Striving to achieve departmental KPIs and playing a crucial role in the success of the business
  • Sourcing, interpreting, and analyzing departmental data from our CRM system
  • Leading the customer success team to coordinate with the engineering team to ensure timely and efficient scheduling of required works
  • Providing administrative support to the team, including responding to emails and answering telephone calls
  • Facilitating effective communication and collaboration amongst team members
  • Learning and understanding our internal CRM system, Simpro, and external systems used by customers
About You

We are looking for someone who is driven to succeed and has a desire to grow within a reactive customer-focused environment. You will have a willingness to learn about both processes and products to fulfill the role to the best of your ability.

  • Excellent customer-facing communication and interpersonal skills
  • Ability to lead a team to ensure efficient and effective support is delivered to customers
  • Supportive, visible, and lead by example within the office operational team
  • Commitment to performing all aspects of the role in line with the business's values
Benefits
  • 9 day working fortnight
  • Continuous professional development
  • Wellness & Employee Assistance Programme (EAP)
  • YuLife – The #1 rated benefits programme
  • Death in service insurance
  • Salary sacrifice pension scheme
  • Quarterly one-to-one check-ins with your line manager
  • 25 days' holiday, plus Bank Holidays, increasing to 35 days (1 day extra per annum to 30 days and a further 5 days after 10 years)
  • A company culture that promotes work-life balance
  • Access to mental health care support
  • Team member of the month recognising outstanding contribution
  • Annual company day to share successes and strategic plans


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