Customer Success Relationship Manager

4 days ago

Macclesfield, Cheshire East, United Kingdom Terryberry Full time
Job Description

Position Overview:

Terryberry is seeking a seasoned Client Success Manager to foster and develop strategic relationships with a diverse range of valued clients across our product offerings.

About You: You possess excellent communication skills, both verbal and written, and are able to demonstrate strong negotiation skills and commercial awareness. A high-performance mindset and a supportive team player are essential.

  • Own the client onboarding process, ensuring a seamless transition from Sales to Implementation and Client Success.
  • Drive business growth by building strong relationships at a senior level and driving success at all levels.
  • Monitor customer KPIs and take ownership of customer platform usage.
  • Identify growth opportunities during client reviews and renewals.
  • Provide frontline support, addressing queries, issues, and offering guidance.
  • Be the driving force behind client engagement through targeted campaigns, events, and communications strategies.
  • Own problem-solving between Clients, Customer Care/Support, and Product/Marketing teams.
  • Achieve renewal, churn, portfolio growth, and customer satisfaction targets.
  • Ensure accurate client account invoicing and administration in relevant systems.
  • Collaborate with Marketing/Product to provide clients with relevant communications to enhance product utilization.

Skills & Experience Required:

Demonstrable track record of achieving client retention, growth, and satisfaction of client accounts.

Excellent negotiation skills and strong commercial awareness.

Organized, methodical, and high level of attention to detail, numbers, reporting, and finances.

Demonstrable examples of customer centricity, outcome-focused, and customer champion mentality.

Knowledge and experience in Microsoft 360 range essential.

4 years or more experience of Account Management, Customer Success Manager, or similar essential.

Experience in CRM and Transactional software desirable (specifically Salesforce, SAGE, and SAGE CRM).

About Terryberry:

We are Terryberry, the recognition and engagement company that ignites employee success. While we have been in the business of employee recognition for +100 years, we are entering one of the most exciting times of our history as we transition to an employee engagement SaaS-led organization. We are headquartered in Grand Rapids, MI.

Terryberry provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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