Customer Success Manager

6 days ago


Bournemouth, United Kingdom Vetsuccess Full time

We're a small, fast-paced, fast-growing company that helps our clients (veterinary practices) manage pet healthcare plans on behalf of their customers.
Working from our open-plan office in Bournemouth, we help veterinary practice owners double (or even triple) their recurring revenue.
Our relentless focus is on Making Life Easier.
Our online portal helps vets manage their healthcare plans and collect recurring payments from their clients in a way that had never previously been done.
Our industry-leading software platform serves businesses and their customers throughout the UK and Ireland.
We are a subsidiary of a large global leader in veterinary care.
Our clients are vet practices and their customers.
We are looking for someone to manage our customer success team.
   Your responsibilities will include: ·       Managing our lovely Customer Success Team, who are a mixture of office based, hybrid and remote.
·       Supporting the team in answering customer calls and managing tickets, we're a small team, so this is a hands on role.
·       Representing Customer Success at meetings with our parent company ·       Making outbound calls to check in with clients on a regular basis to see if they are happy with our service and offer support where necessary to ensure their healthcare plan grows.
·       Managing healthcare plan price changes for practices – this will include working with our marketing team to draft customer communications ·       Onboarding our new clients – this will include sending contracts, setting them up in the system and all admin/communication involved with onboarding a new client.
·       Updating internal and external training resources where required.
·       Dealing with customer complaints and acting as an escalation point for the team.
Requirements About you: You are a great people manager with a friendly and approachable nature.  You have a confident telephone manner and a passion for delivering first class customer service.
  Competencies: Experience of delivering great customer service over phone and email.
Team management experience.
Able to coach and develop new and experienced team members.
A fast learner and creative problem solver Outstanding communication skills, both written and verbal An eye for detail, able to work with multiple systems at once.
Excellent IT skills, including a good knowledge of Excel.
Flexibility to work from 8.30am some days and finish at 6pm some days.
Highly desirable Account management experience.
Experience in the veterinary industry.
About Our office is based in Bournemouth.
The hours are 37.5 hours a week, between the hours of 8:30 am to 6pm, Monday to Friday.
Benefits Highly competitive salary.
Companywide annual bonus scheme.
Annual pay review.
Hybrid working.
25 days holiday per year (plus bank holidays).
Free parking.



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