Call Centre / CustomerService

Customer Success Manager

Not Specified

Pertemps are recruiting for a confident and experienced Customer Success Manager to join an international company to deliver an outstanding client experience, whilst supporting a large team. Working for a company with great career prospects, you will be client focused and have excellent organisation and leadership experience.

Due to the current government restrictions, the company are currently working from home, so this will be a homeworking position.

As the Customer Success Manager, you will be taking ownership for new business implementation and working with clients in a consultative capacity to guide them towards best practice when launching and maintaining a blended solution and/or a hub to achieve optimum engagement and reduce churn.

The role will involve –

New Business Development/Set Up

•Lead the implementation of new work within existing contracts, acting as point of contact for the Client Directors and Programme/Project Managers for the set-up and integration of the new project’s administration processes into departmental practices.

•Lead the Research & Engagement phase for the service delivery in the scoping of all service delivery and hub related activity for new business

•Lead delivery and hub engagement contribution for new business opportunities at presentation stage,

Management and Client Relationships

•Have a thorough knowledge and understanding of contract terms and conditions, client and faculty requirements and SLAs

•Take responsibility for the operational day-to-day management of contracts

•Work with clients in a consultative capacity to guide them towards best practice

•Responsible for Hub Management – hub architecture, hub governance

•Review client hub data to identify trends and gain insights that can be shared with the client to increase engagement levels

•Project manage small projects and provide project management support for larger projects

•Manage client faculties ensuring that they deliver according to the client contract and SLA and keep them informed of client updates and insights.

•Own and develop successful client relationships, acting as the first point of reference for the client.

•Lead internal contract calls and client calls and lead/attend contract review meetings.

•Oversee the production of accurate and timely monthly management information and invoicing.

•Sign off/oversee the sign-off of pre-sales and project phase invoices

•Manage contract revenue reporting and budgets

Operational Excellence/Performance Management

•Manage, motivate, coach and develop direct reports/team members to create a client focused environment of empowerment and high performance

•Act as a mentor for new Customer Success Managers, providing guidance and support.

•Support the Head of Customer Experience with departmental meetings and team communications, cascading business updates as appropriate.

•Act as an escalation point for resolving problems/complaints and implementing solutions, or escalating as necessary.

The successful candidate will have the following –

•Experience of leading complex, successful service/client-facing administration teams in a Business-to-Business environment.

•Proven experience of working with a SaaS platform.

•Experience of using business insights tools to share information with clients

•Excellent interpersonal and communication skills including experience of building successful and effective relationships at a senior level.

•Experience of leading and managing individuals and teams.

•Knowledge of core financial and commercial accounting principles with experience of managing budgets.

•Ability to deliver in a fast moving, pressurised environment to meet demanding deadlines and SLAs.

•Experience in the application of LEAN/ISO 9001 in a service environment.

•Good understanding of virtual platforms and technology and ability to relate this to client specific requirements.

This is a full time position of 37.5 hours per week Monday to Friday. Starting salary of £25,000 – £28,000 on an upward sliding scale dependant on experience. 25 days holiday, plus bank holidays and an extra day off for your birthday!

If you have experience in leadership and working with clients, have worked with a SaaS platform and have the ability to build successful and strong working relationships, please click apply now or call Chelsea at the Pertemps Plymouth Branch to fast track your application

Employment Type: Permanent