Customer Success Manager

Have YOU worked within Customer Success before? Maybe you have been exposed to Digital Tech?

If so, why not check out our latest Digital Customer Success Manager roles within our newly built Customer Success team.

Joining an evolving Digital & IT function, you’ll play a vital role in enabling new and existing clients to trade with us digitally - ensuring we are the easiest and most convenient merchant to do business with.

We’re tearing up our rule book There is a lot to do, and we are excited about the change this will bring for our customers and partners.

Interested? Read on to find out more

The Role:
It is an exciting time here at City Plumbing. We‘ve recently become a stand alone business with private-equity backing, commiting to change the way we think about how our customers interact with us digitally

One of our new teams that we have now set up is our Customer Success Team, and we’re currently recruiting an additional Customer Success Managers to accelerate the digital participation of our colleagues, customers and suppliers.

You’ll be the “go to person” for all customer integration delivery and will be expected to break down any barriers for what is required to ensure change is delivered to a high standard and on time.

Ultimately, we want to ensure that we are the easiest and most convenient merchant to do business with. Our customers are the sole focus of everything we do

Areas of focus include:

- Manage multiple customer engagements.
- Act as a liaison between customer, internal business operations and technology functions and third party vendors at all levels (e.g. determining stakeholder requirements, identifying needs from wants, report updates and progress, describe functionality andprovide instruction for ongoing use).
- Manage stakeholder expectations and issues arising out of exceptional circumstances or delays within activities or project plans whilst in turn promoting good working relationships.
- Be responsible for the end-to-end success of the onboarding process and ensure stakeholders are aligned, relevant communications are planned and issued and testing is completed.
- Demonstrate a solid understanding of and be able to advocate the importance and principles of following an agile method to deliver value at the earliest opportunity for our customers.
- Create and maintain customer records, roadmaps, and any other required objects to support an agile approach. Keep the Stakeholders informed about status and issues that may impact delivery of any customer integration/change.

This is a remote-based role with ad-hoc travel to supplier and customer meetings across Scotland (circa. once a week with infrequent UK travel). As such, a company car or car allowance is provided.

You should be based in the UK and our Head Office is based in Crick, Northamptonshire.

This means you could be from areas such as Abington, Ayr, Cumnock, Dunblane, Dunfermline,

Dunlop, East Kilbride, Edinburgh, Falkirk, Glasgow, Johnstone, Kilmarnock, Kirkcaldy, Livingston, Prestwick, Stirling.

You:
You’ll live and breathe our customer-first ethos, with a proactive and forward-thinking approach. You’ll enjoy working collaboratively with the wider Customer Success team and you’ll be committed to acting with integrity and honesty in everything you do.

Required skills and competencies:

- Experience of working in a Customer Success environment successfully managing multiple accounts.
- Excellent communication and influencing skills, able to communicate technical information with a no-tech audience.
- Good planning, problem solving, and analytical skills.
- Knowledge of agile and waterfall methodologies.
- Understanding of Customer Experience (CX).
- Full Driving Licence as travel will be required.

It is highly likely you will have worked in any of the following roles and/or markets, and worked with the following products and/or services: Account Sales Manager, Agile, Building Supplies, Customer Account Executive,

Customer Account Manager, Customer Relationship Manager, Customer Service Manager, Customer Success Manager, Digital Customer Success Manager, Digital Service Manager, Partnership Manager, Product Owner, Recruitment Consultant, SaaS, Six Sigma, Start-up,Waterfall.

Us:
From boilers to bathroom suites, tubing to towel rails and everything in between, City Plumbing has all the products our customers need to complete the job. And we have all you need to build a successful career

We’re proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and we’re super excited about our futureWe put our colleagues at the heart of all we do, giving them all the tools they need to be successful,happy and feel rewarded in their career with us.

Benefits package & cultural environment include:

- Life assurance, private medical cover and enhanced pension scheme
- Bonus
- a company car or car allowance is provided
- Discount platform including savings and cash back at numerous retailers
- Savings on driving lessons, phone bills, gym memberships as well as further benefits