Customer Success Manager

Found in: Talent UK C2 - 2 weeks ago

Swanley, United Kingdom Crux Careers Full time
CustomerSuccess (Relationship)Manager
Swanley Kent
£35000 base salary

Ourclient provides inventory compliance and dilapidation reportingservices to the UK property markets. Founded 2007 it was theUK’s first inventory management business to establish asuccessful franchise programme on the back of a strong nationwidebrand and has since become the market leader in outsourcedinventory management. Our client has since expanded its operationto provide a range of compliance and other complementary services.In 2018 they launched its own proprietary mobile data collectionsoftware Kaptur to further strengthen its internal data collectionsystems and provide a software solution for our clients.
Thefuture is very exciting for them and they are looking to strengthentheir leadership team with a dynamic forward thinking customerservices professional one that understands technology high volumetransactions and has a great understanding of customer servicedriven businesses.

Therole:
Reportingto the Head of Operations and working closely with other managersthe role is to ensure the smooth and efficient management anddelivery of their services to all national clients by way of thefranchise and affiliatenetwork.
Therole is both external and internal facing managing the process fromclient adoption throughout the whole client journey. This willinclude growing and managing the affiliate network and working withthe franchisees to ensure the needs of the national accounts aremet.
Acritical skill of this role is the ability to manage nurture andsupport your team ensuring process and procedures are put in placeto deliver the high level of service expected of them solve day today problems manage complaints and ensure excellent communicationand overall support of the national network.
Youwill be required to work harmoniously alongside other members ofstaff to ensure all target and KPI’s are met and developstrong internal and external relationships. You are expected tomaintain the client facing company culture and image by beingprofessional helpful supportive informative and to ensure thatservices are delivered against the agreed SLA with minimalcomplaints.

Whatyou’ll bedoing:
Aspart of this role you will be responsiblefor:
  • Onboardingand development of newclients
  • Complaintmanagement
  • Trainingand ongoing mentoring of new members of client (Operations)team
  • Sourcingonboarding and arranging necessary training for affiliates in areaswhereneeded.
  • Overallmanagement of all national accounts
  • Identifyingopportunities for additional services to existingaccounts
  • Liaisingwith Franchise Network Manager with a view to introducing newreports/services asidentified
  • Liaisewith all national accounts regularly for feedback and to buildrelationships.
  • Ensuringregular visits are made with clients – personally or byother staffmembers.
  • Takeon responsibility of QC for all reports (affiliates) within the Opsteam and to liaise with other team members to ensure quality ismanaged.
  • InternalCommunication of key accounts to other teammembers

Teammanagement
  • Supervisingmanaging and developing the customer supportteam.
  • Motivatingand leading the team members by developing their skills clarifyingrequirements offering support and encouragement and providinghelpfulfeedback.
  • Beingan active part of the leadershipteam

Skillswe want:
  • Peoplemanager with proven experience of team management and developmentto meet exactingstandards.
  • Positive outgoingpersonality with can doattitude.
  • Problem solvermultitaskerfinisher.
  • Anexceptional communicator both on a telephone electronic and face toface
  • Abilityto work as part of a team as well asindependently.
  • Workingexperience of high volume low marginservices
  • Ideallyknowledge of franchise or subcontract third partynetworks
  • Experienceworking in small companies where active involvement in variousroles is aprerequisite
  • Outof the boxthinker
  • Goodattention to detail with strong interpersonalskills
  • Processand systemorientated
  • Abilityto multitask and prioritiseworkload
  • Excellentreporting skills able to deliver relevant reports and analysissuccinctly andclearly

Whatkind of person youare

We wantsomeone who:
  • Passionateenergetic positive enthusiastic and capable of working in a teamenvironment;
  • Good knowledge ofusing software systems (proprietary and off the shelf systems suchas HubSpot)
  • Excellentcustomer facing and relationship buildingskills
  • A good manager ofpeople someone who understands problems develops a process and canroll out to their team.
  • Able to lead yourteam by taking the pressure off nurture and developing them tobecome moreaccountable.
  • Collaborative andsupportive able to relate comfortably to colleagues of differentseniority and backgrounds across theCompany.
  • Able to work on owninitiative with minimalsupervision;
  • Good written andverbal communicationskills;
  • Goodverbal and written presentationskills
Apply online today or call the Crux team on.

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