Customer Success Manager

Zuant is a self-funded, independent SaaS company headquartered in Bracknell, UK. We are a global operation and provide Universal Lead Capture to some of the world's leading brands.

We are a small but lively team who all bring something unique to the table. As a company, we pride ourselves on being agile and inventive, with a genuine passion for our product and for the service we deliver to our customers.

We are looking for a positive and highly motivated individual to join our growing business as a Customer Success Manager. This is an entry-level position, and the perfect role for someone who has recently finished in education or is looking for their first office-based role with a love of tech. No experience is required, but you must be confident, eager to learn and able to work both independently and as a group; your role will mean working closely with all parts of the business, so you must be a team player and have good communication skills - and a sense of humour

Organisational skills are also a must for this role as you will be expected to know and understand the status of all of your client accounts, as well as perform all business-required administrative tasks to a very high standard.

The primary focus of the Customer Success Manager role is to retain business by delivering exceptional service to your assigned portfolio of client accounts, ensuring that all individual client requirements are met. You will be directly responsible for building a relationship with your assigned accounts and liaising with your contacts to ensure a high quality service is delivered at all times. Day to day this will include:

• Onboarding of new clients to the Zuant system
• Providing online training to your clients on how to use Zuant
• Setting up events in Zuant on behalf of your clients
• Demonstrating a strong, comprehensive knowledge of the Zuant product portfolio
• Addressing any questions from your clients and offering guidance and support in order to improve their experience where possible
• Communicating positively at all times, including in challenging situations
• Learning to detect potential issues within a client account and to address these promptly by raising them with the relevant team members for follow up
• Learning to spot potential opportunities for the business to further support or grow a client account and passing this onto the relevant team members for follow up

Expectations

• Maintain regular contact with assigned client accounts to build professional and meaningful relationships
• Service accounts appropriately to meet the day-to-day requirements of the client
• Engage with clients through an appropriate online platform to provide training on the Zuant App and other features as required
• Attend quarterly meetings with the assigned portfolio of client accounts
• Demonstrate an awareness of the status of all of their client accounts and be able to effectively recount key information when meeting with Sales or the Job Holder's Line Manager.
• Demonstrate an awareness of potential opportunities to grow client accounts and communicate these opportunities with the Sales Team
• Demonstrate an awareness of client account usage and the associated account status, and be able to use these to identify possible "at risk" clients
• Demonstrate an awareness of potential threats to a client account, including signs of a lapsed client account, and act accordingly and in a timely manner in order to reengage the account.
• Participate actively in team discussion around product development and share ideas
• Submit relevant invoicing documentation in a timely manner
• Keep up to date with client admin on all relevant systems

Key Information:

• Pay will be £25,000 per annum, with a bonus scheme for retaining a specified percentage of client accounts in the calendar year
• The role is office-based, with 1 day a week available to work from home once the probation period has been passed
• Hours are 9 – 5:30 Monday to Thursday, and 9 – 5 Friday
• You will receive 25 days holiday a year, as well as Bank Holidays

If you think you would be a good fit for this role, please apply via this advertisement or contact our Director of Operations, Charlotte Rimmer, directly on with your CV and a cover letter.