Customer Success Manager

2 weeks ago

Windsor, Windsor and Maidenhead, United Kingdom Global Expat Pay Full time

You will be a key member of a fast-moving technology scale-up and will be empowered to influence customer related decisions, projects and the future of the business. As part of the Customer Success team, you will collaborate with our customers and their data to solve their business challenges. Your responsibilities will include creating, implementing, and managing effective global mobility processes utilising our technology to achieve time and cost efficiency. Your position will focus on customer relations, prioritising the maintenance of existing partnerships while delivering outstanding service to new clients. You are driven by a passion for innovation, which you will apply to our upcoming technology enhancements and projects.  

About the Role

  • You will manage accounts and serve as the primary contact for daily customer interactions across various locations and clients concurrently.
  • You will ensure that customers derive the utmost value from our technology, providing insights through the relationships you have established and nurtured.
Responsibilities
  • You and the team will liaise with customers and ensure that reporting is delivered in line with agreed timelines and quality requirements. 
  • You will manage and ensure delivery of the end-to-end monthly data and compensation process; including collecting, processing, distributing data and payroll instructions, in line with agreed customer KPI and SLAs. 
  • You will conduct reviews of customer deliverables, e.g. payroll, finance and other operational and management reporting and obtain sign-off prior to delivery. 
  • You will identify constant technology user experience improvements through active use of our technology. 
  • You will roll-out technology updates across our customer base. 
  • You will ensure user acceptance testing (UAT) is complete as a customer success manager in line with the development cycle. 
  • You will be a key contributor in customer project workshops and meetings. 
  • You will be a key member / lead varied consulting projects e.g. process review and project-based work. 

Requirements

  • You have experience in Global Mobility, expatriate tax, and/or payroll, particularly in key areas such as data management, compliance, technology, and client relations.
  • You are adept at synthesizing information from various individuals, data sources, and self-initiated research, enabling you to provide clear business updates and recommend enhancements in processes, business operations, and technology both internally and externally.
  • You are driven by finding solutions.
  • You prioritize a customer-centric approach.
  • You hold a Bachelor's degree, though we will also consider equivalent relevant experience (approximately 5 years).
  • You have played a crucial role as a key member or manager in end-to-end project management, demonstrating proactive oversight and adherence to deadlines.
  • You have a solid understanding of and commitment to quality and risk management principles.
  • You are enthusiastic about providing outstanding customer service and have a strong interest in engaging with clients both face-to-face and online.
  • You have a demonstrated history of ensuring customer success through data-driven decision-making and managing complex customer relationships.
  • You possess extensive knowledge of digital tools including the Microsoft Office Suite, data visualisation software, project management tools, etc.
  • You have experience collaborating effectively as part of a team.
  • You adopt a logical approach to tackling business challenges.
  • You are comfortable dealing with numerical problems.
  • You are prepared to make decisions based on datasets of various sizes.

Desirable Skills

  • You have experience in creating and delivering presentations and pitches for customers.
  • You have been involved in preparing for and participating in demonstrations related to processes, services, or technology.
    • You have a track record of implementing innovative, technology-driven solutions to streamline processes.
    • You are knowledgeable about the complete customer sales journey, from the initial contact to the contracting phase.
    • You understand the importance of customer retention and the ongoing enhancement of processes.
    • You have collaborated with various departments, including senior leadership, technology development, business analysts, product management, and other subject matter experts. 

Benefits

This role provides a hybrid working arrangement, requiring the successful can candidate to be present at our Windsor office at least three times a week.

Our office is ideally situated in the centre of Windsor, just next to the historic Windsor Castle, and is easily accessible by both road and rail.

25 days annual leave and your birthday off

Health and Life Insurance.

Salary – Highly Competitive and an Annual Bonus Scheme that recognises both individual and company performance

EMI Share Options.

Personal Development and Training Budget

‍ ‍ Enhanced Family Leave

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