Customer Success Manager

2 days ago


Buckshaw Village, United Kingdom Cegedim Full time

About the Role

We are seeking an experienced Customer Success Manager to lead our internal teams, fostering a collaborative and high-performance environment to ensure the delivery of top-tier customer support and success.

Key Responsibilities

  • Lead, manage, and coach a team of customer support engineers and managed service technicians.
  • Foster a collaborative and high-performance environment through effective mentorship, coaching, and guidance.
  • Ensure the team delivers support and onboarding activities within agreed timescales by overseeing resource allocation.
  • Prepare comprehensive reports to provide business intelligence on department status, identifying areas for improvement and key focus points for the team and the Head of Customer Experience.
  • Monitor key performance indicators (KPIs) such as service level agreements (SLAs), the number of onboarded trading partners, and customer satisfaction, taking corrective actions as necessary.
  • Resolve escalated customer issues, complaints, and concerns, coordinating with management, team members, and stakeholders as necessary. Lead resolution efforts for major incidents, ensuring they are addressed quickly and effectively.
  • Develop and maintain positive relationships with key customers to ensure their satisfaction with the services received. Identify potential risks for key customers and implement mitigating actions to prevent issues.

Requirements

  • Proven experience in a Management role with customer success, customer support, or service desk within a software or service-oriented industry.
  • Demonstrated experience and strong leadership skills in leading, managing, and coaching teams, with a track record of fostering high-performance and collaborative environments.
  • Strong background in customer support with the ability to handle large and critical tasks effectively.
  • Proficient in leading critical tasks and managing support/onboarding backlogs efficiently.
  • Strong analytical skills to collect, interpret, and utilise data for informed decision-making and performance improvement. Experience in collecting and analysing data to monitor performance metrics and drive continuous improvement.
  • Proven ability to develop and maintain positive relationships with key customers, ensuring high levels of satisfaction and identifying upsell opportunities.
  • History of working effectively with cross-departmental teams to achieve cohesive operations.
  • Deep commitment to customer satisfaction, with the ability to develop and maintain positive customer relationships.


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