Manager Customer Success

**Description**

**Leadership**
- Day to day, management responsibility for customers who are managed buy the CSA team. And management of the team itself including 1:1, team meetings, objective setting, and personal development plans
- Effectively manage your team at all times, including their recruitment, assessment, engagement, and development
- Be an effective point of escalation and resolution of customer complaints and team issues

**Customer Obsession**
- Ensure smooth transition from Onboarding into Customer Success for all new customers under your control to ensure customers understand the BigChange customer journey and our approach to service
- Complete closed loop process in relation to customer feedback provided through the CSAT surveys as well as output from the bi-annual Relationship NPS survey
- Ensure value is maximised for all customers by measuring the customer feedback of both the CSAT and NPS feedback as well as feedback from customer engagement.

**Invent & Simplify**
- Development and improvement of Customer Success processes to drive efficiency and improved customer experience
- Collaborating with the Director Customer Success to drive business strategy and look for ways to innovate and enhance the BigChange service
- Input into the BigChange product roadmap, through attending sprints and helping provide feedback around prioritisation

**DeliverResults**
- Contribution to the management of the ISO9001 and ISO27001 Integrated Management System and associated accreditation process
- Provide weekly reports detailing key customer metrics specifically around repeats, renewals, referrals and Totango data points
- Manage Customer touchpoints across owned projects within your team to ensure that progress is being made and help with any roadblocks
- Measure customer health and help team members create clear action plans for any accounts in poor or declining health
- Development of KPIs and OKR’s relating to Customer Success and delivery against those targets
- Provide weekly insight into risks across customers ensuring action plans are in place to mitigate risk

**Hire and Develop the Best**
- Recruit, develop and manage Customer Success team with a view to continuously improve the skills and delivery of this team
- Ensure your team understands the company purpose, mission, values, and objectives and is committed to delivering these.
- To always act in the best interests of BigChange (all employees)

**Requirements**:

- Essential_

- Conversant with SaaS technology and best practice
- JobWatch functionality
- Customer service and Customer Success understanding
- 3+ years of operational / quality management
- Desirable_
- Industry specific knowledge
- Data insights tools (powerBI / tableau / similar)
- Project management qualification / QBE

**Benefits**
- 27 days annual leave, increasing by a day per completed years service up to a maximum of 30 days.
- An additional 4 gifted BigRecharge days, allocated once a quarter where we all take a paid day off to focus on our wellbeing.
- Gym or zwift membership contributions.
- Flexible working
- Income protection and death in service.
- Health care cash plan.
- Enhanced family friendly policies from day one of employment with a £200 gift from BigChange on the arrival of a new baby.
- Company events.
- Learning and development opportunities.

BigChange is officially an Outstanding Company to Work For, according to Best Companies 2021. On the independent Glassdoor website, we have a 4.6 out of 5 rating.

We give talent the chance to progress and be rewarded. And we see the whole person, not just the employee.

BigChange employs over 200+ BigChangers. Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider.

In 2021, we secured £75million investment from Great Hill Partners to take our technology global.

BigChange is an equal opportunity employer. We celebrate differences and support diversity, thriving on it to improve the lives of our BigChangers, our product, and our community. We don’t discriminate based on age; physical, mental, or sensory disability:ethnicity; family status; sex; race; religion or belief; sexual orientation; gender identity and/or expression; marital, civil union or domestic partnership status; family, or parental status. If you would like to be part of a talented team where your voiceis heard and your involvement matters, please join us.