Customer Success Manager
6 months ago
Contract Type
: PermanentSalary Package: Competitive plus company car/car allowance large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year
Hours: am – pm Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs Interview Process: -stage processWhy SCC?
An inclusive workplace Excellent package: solid basic and company benefits Hybrid working & core hours in line with role requirements Career development and life-long learning opportunities Opportunity to join Europe's largest privately-owned IT Company Role purpose:A great CSM is both a salesperson and support professional. But they aren’t only focused on winning the next account or putting out individual fires - they’re relationship managers who expand customer accounts as well as solve their problems. This role aims to unify our sales and customer support teams. As the main point of contact between the company and a number of named accounts, you’ll serve as the primary contact for post go-live support. This includes collaborating with the technical team to troubleshoot any issues raised by customers. You’ll gauge customers’ levels of engagement with the company and provide feedback to relevant teams regarding service improvements.
This role will also be responsible for account growth activities across the named accounts.
Key responsibilities: you will prepare account plans and work with the technical teams to agree the service roadmap for strategic accounts. You will also lead the process for regular business reviews with the client highlighting successes, identifying and agreeing remedial actions where needed so that we maintain customer satisfaction and maximise our prospects for account retention. Support or response to any alerts, red flags or poor ‘health’ (, engagement). This could be directly from a customer reaching out about an issue or any critical or overdue customer support ticket; or it’s a response to a health check that hasn’t gone as well as expected. The point is that our customers will know that you are there to support them – and get their issue sorted – when needed as this helps to build a strong relationship. Customer renewals are what keep the recurring revenue recurring. It’s as simple as that. Therefore, it is vitally important to follow up on the current quarter’s renewals to avoid any last-minute surprises (especially when long-term contracts are due for renewal). This is why the relationships the CSMs build, added to the periodic health checks (or more commonly termed ‘business reviews’) they hold with our customers, are so important. Upsell, expansion and upgrades are three core ways in which CSMs can drive growth. It is also the best way to increase the lifetime value of our customers. You’ll make this easier because you’ll have guided our customers throughout their journey and helped them solve the problems along the way. This relationship alone helps to make them that much “stickier”. Skills and experience: Previous experience as a successful account manager or service delivery manager, with a proven track record of working in a customer facing role. Experience working with - and managing - services, stakeholders and customers. Detail-oriented and organised Highly motivated and enjoy a fast-paced environment. Flexible approach, able to operate effectively with uncertainty and change Able to work independently, autonomously and take initiative Excellent interpersonal, written and verbal communication skills. Not scared to pick up the phone and have a conversation About You-
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