Customer Support Manager

Customer Success Manager

• Location: Newbury
• Job Type: Full-time, Onsite Opportunity 
• Salary: c£32,000 to £45,000 per annum, dependant on experience 

We are seeking a proactive and dedicated Customer Success Manager (CSM) to join our clients expanding team. The CSM will play a crucial role in building and maintaining strong relationships with both customers and partners, ensuring their satisfaction and retention. This position requires excellent communication skills, a customer-centric mindset, and the ability to manage multiple accounts effectively.

Day-to-day of the role:

• Customer Relationship Management:

  • Build and maintain strong, long-lasting relationships with customers and partners.
  • Serve as the primary point of contact for all customer queries and issues.
  • Understand customer needs to ensure our services and products deliver maximum value.

• Onboarding & Training:

  • Guide new customers through the onboarding process to full implementation.
  • Provide training and support to ensure proper adoption of our platforms.
  • Conduct product demos and walkthroughs to maximize customer utilization of features.

• Account Management & Retention:

  • Monitor customer engagement and usage data to proactively address potential issues.
  • Maintain regular communication with customers to ensure their ongoing satisfaction.
  • Collaborate with internal teams to resolve issues swiftly.

• Supplier Liaison:

  • Maintain robust relationships with suppliers to ensure seamless service delivery.

• Customer Advocacy & Feedback:

  • Represent the voice of the customer within the organization to influence product and service improvements.
  • Advocate for customer needs and contribute to product roadmap decisions.

• Growth & Expansion:

  • Assist in customer renewals and aim for 100% net client retention.
  • Identify and pursue upsell, cross-sell, and renewal opportunities in collaboration with the sales team.

• Data-Driven Insights:

  • Analyse customer data to make informed decisions and improve service delivery.
  • Develop and maintain reports and dashboards to track customer success metrics.

• Problem-Solving:

  • Address and resolve customer complaints and concerns effectively.
  • Act as a mediator between customers and suppliers to resolve conflicts.

Required Skills & Qualifications:

• Proven experience as a Customer Success Manager or similar role.
• Strong understanding of customer relationship management and account management practices.
• Excellent communication and interpersonal skills.
• Ability to manage multiple accounts and tasks effectively.
• Proficiency in data analysis and reporting.
• Experience with CRM software and account management systems.

Benefits:

• 23 days holiday plus bank holidays
• Performance Annual Bonus 
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.

To apply for this Customer Success Manager position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.