Customer Success Manager

Customer Success Manager

BondMoran are continuing our long-term partnership with Estate Track, a rapidly growing digital software and marketing company based in Elstree and provides an innovative website and marketing platform for Estate Agents across the UK.

The platform is designed to give them an incredible online presence whilst putting their most important products in one place and at one low cost.

It powers their website, automates many of their marketing assets including email newsletters, social media, posting customer testimonials and local housing data among many others and delivers their results via an online dashboard.

The role

Due to continued growth, we are looking for a Customer Success Manager who will play a crucial role throughout the business.

It involves them with working with our support team to assist with the smooth onboarding of newly signed up clients according to our deadlines, through to checking that they are actively utilising the product, helping avoid churn whilst turning them into advocates.

This role requires being an adept with all things digital marketing, capable of engaging in business and technical conversations at multiple levels of the organisation, gaining an in-depth understanding of the client's journey and the ability to change clients' behaviours in a highly consultative manner.

Responsibilities

Onboarding

Act as a liaison between the customer and the studio and support and help project manage new clients ensuring that the website and platform are delivered on time to the highest possible standards.

Product engagement

Owning the delivery and ongoing support of customers. Drive product adoption and engagement with onboarded clients.

Health checks

Conduct health checks at specified stages for all onboarded clients and build strong customer relationships with users and stakeholders.

Churn management

Identify churn indicators, process churn requests, and implement necessary steps to retain clients.

Reporting

Provide monthly reports on onboarding progress, health checks, account churns/issues, and project work.

Training material development

Improve training videos and written content.

About you

You have experience as a digital project manager for a digital, design or marketing agency.

Knowledge of WordPress and web technologies.

Be able to offer one-on-one training for customers.

Experience of using both social media scheduling tools and email marketing platforms.

Exceptional organisational and time management skills.

Excellent communication skills as you will be dealing with clients and taking detailed notes.

Excellent written English and grammar.

Be a self-starter, able to work independently with high levels of autonomy and responsibility.

Remuneration and benefits

Located in Elstree - (This is not a remote role).

Free Car parking

Hybrid working space with Starbucks attached.

Join a small team in an exciting business with huge ambition.

Monday to Friday - 10am-4pm (contract basis)

£3,000 PCM

Given the pace of process, our client may contact you directly to discuss the opportunity.

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We do our best to reply to EVERY application!

We have been candidates too and we work hard to treat you in the same way that we would want to be treated. Therefore, we try not to rely on a generic advert disclaimer as this is something that is important for us and the businesses we partner with.

Given the high volume of responses we receive from the combination of job boards, social media and other sources and despite our best efforts, many of our responses will be via email as we simply can’t call every application - We know that may not quite what you want to hear but we hope you’ll understand and that you like our approach.

We work with great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us, and our clients stronger, more creative and ultimately better at what we all do.

Short-listed candidates will obviously be contacted for this specific role and, regardless of the outcome of this process, feel free to utilise the 'job seeker resources’ on our website.