Customer Success Manager

2 months ago

Manchester, United Kingdom NQC Full time

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

About your new role

As part of our continued growth, we have a new role within the team for a Customer Success Manager. Within this role you will be responsible for proactively managing and developing lasting client relationships with senior stakeholders from a variety of large multinational organisations, ensuring they have a full understanding of how our product can support their sustainability and supply chain strategies, and their ongoing projects with us through the use of data and insight.

Key Responsibilities

As a Customer Success Manager you are expected to undertake the following responsibilities as part of your day to day activities:

Client Relationship Management

    • To manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal;
    • To ensure regular communication with clients through video calls, emails and on occasion, face to face meetings;
    • To own and take a lead on high-profile and complex client relationships within the portfolio of clients.
    • Develop strong relationships with key decision makers and influencers.
    • Define, develop and own the customer contract strategy for client relationships within the portfolio;
    • To assist the Client Director in forecasting revenue planning within the portfolio ensuring account development plans reflect the strategic direction of the customer;
    • To produce weekly, monthly and quarterly status reports for the portfolio of clients to the Client Director to provide updates on progress against agreed client relationship strategies;
    • To oversee all commercial aspects of the agreed portfolio of clients

Client Development

    • To extend the existing portfolio of NQC products and services within the client accounts and increase the potential revenue stream to NQC;
    • To maintain a thorough understanding of the portfolio of client’s business sector and use the knowledge to devise and implement relevant engagement strategies to identify opportunities for growth within the client accounts;
    • To manage commercial opportunities within the portfolio of clients and to oversee the development of each client account.

Service Delivery

    • To oversee the successful delivery of service into client accounts focussing on achieving the highest levels of customer satisfaction;
    • To effectively interact with internal NQC teams including Product Development & Assurance Team, Project Management and NQC’s Service Delivery and Support Centre function;
    • To work closely with the internal NQC teams to assess and evaluate current processes with the support of your team, to feedback and drive ongoing refinement/improvement, focussing on improved service and increased profit margins.

Line Management

Fulfilling line management responsibilities for a small team:

  • Conducting performance reviews and monitoring data relating to KPIs. 
  • Providing guidance and support to your team, offering mentoring and coaching where necessary.
  • Identifying areas for improvement and implementing training when required.

Requirements

To be successful for this role you will ideally meet these requirements

  • Excellent written and verbal communication skills in English. Additional languages are a plus
  • Experience working within a customer focused B2B environment is highly desirable
  • Experience of developing strategic client relationships and accounts with senior stakeholders, ideally within a software environment
  • Excellent presentation skills - with the ability to create engaging material applicable to the audience
  • A passion for sustainability and engaging others on this topic


Key Competencies

  • Is consistently motivated, committed and able to perform duties in all situations.
  • Persuades, influences and listens to others, using reason and co-operation to reach agreement.
  • Communicates and receives ideas, views and information to achieve understanding.
  • Gathers information from a range of sources. Analyses information to identify problems and issues.
  • Makes effective decisions.
  • Pays close attention to detail and accuracy in all aspects of work, ensuring high-quality results

Benefits

  • Competitive salary
  • 25 days holiday (Increasing with service) + bank holidays
  • Hybrid working policy
  • Health Cash Plan
  • Regular company socials & events
  • 24/7 Access to a Virtual GP
  • Life Assurance (4 x Salary after probation period)
  • YuLife: Employee benefits and perks platform.

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