Customer Success Manager

Job Specification: Customer Success Manager

Location: Remote (Occasional travel to the Swansea office)

Reporting to: Head of Group Account Management

About Us:

Dezrez Services Ltd. is a leading provider of innovative property software solutions designed to streamline real estate operations. Our mission is to empower estate agents with cutting-edge tools and exceptional support to drive success in the real estate industry.

Role Overview:

We are seeking a dedicated and experienced Customer Success Manager (CSM) to join our dynamic team. The CSM will play a pivotal role in ensuring our customers receive the maximum value from our products and services. This role involves onboarding new customers, providing comprehensive training, and delivering exceptional customer care to drive satisfaction, loyalty, and retention.

Key Responsibilities:

1. Customer Onboarding:

• Understand and empathise with customers and develop strategies to ensure a seamless move to Dezrez software.
• Ensure the entire onboarding project runs smoothly by liaising with external and internal stakeholders.
• Produce accurate and reliable project delivery plans.
• Manage communication between technical teams and our customers.
• Communicate with customers effectively throughout their onboarding journey.
• Establish and pro-actively retain strong customer relationships.
• Understand our customers’ needs and highlight additional products that will enhance their software experience.
• Ensure knowledge of procedures, internal systems, products, compliance, legislation and contracts are maintained at a high standard.
• Occasional onsite onboarding as and when required

Training:

• Conduct training sessions (one-on-one and group) to educate customers on product features and best practices.
• Develop and maintain training materials, including tutorials, guides, and webinars.
• Update training content regularly to reflect new features or changes in the product.
• Occasional onsite training as and when required

Customer Care & Success:

• Act as a trusted partner to customers, ensuring they feel supported and valued at every stage of their journey with Dezrez.
• Proactively check in with customers to understand their experience, provide guidance, and identify areas where they may need additional support.
• Respond to queries and concerns with professionalism and efficiency, always aiming for first-class resolution.
• Collaborate closely with sales, support, and product teams to ensure a seamless customer experience.
• Monitor customer engagement and product usage to identify potential risks or opportunities, helping customers to achieve the best outcomes with our solutions.
• Champion the customer voice internally by sharing feedback and insights that contribute to continuous improvement.

Qualifications:

• Proven experience in customer success, account management, or a related role.
• Strong understanding of software products, preferably in the real estate or property management industry.
• Excellent communication and interpersonal skills.
• Ability to manage multiple accounts and projects simultaneously.
• Proactive problem-solving skills and a customer-centric mindset.
• Familiarity with CRM software and customer success platforms is a plus.

Benefits:

• Competitive salary.
• Comprehensive benefits package including health, dental and vision insurance.
• Opportunities for professional development and career advancement.
• A supportive and collaborative work environment.
• Flexible working arrangements.