Job Details:
Customer Success Manager
Company
Not For Profit Company
Location
Birmingham, West Midlands
Salary
£30,000 - £35,000
Job Ref.
4151
Job Type
Permanent
Date posted
13/05/2022
Benefits
Contact
Midas Recruitment Ltd
7 High Street
Sutton Coldfield
B72 1XH
0121 321 2444
admin@midasrecruitment.co.uk
www.midasrecruitment.co.uk
Job Ref: | KW /4151 | Client: | 4958 |
Vacancy: | Customer Success Manager | Location: | Birmingham, West Midlands |
| | |
Salary circa: | £30,000 - £35,000 | OTE: | 10% Car Allowance + Bonus Structure |
Role added: | 31 March 2022 | Benefits: | Full benefits seen below in Additional Info. |
Duties:
To assists and contribute to the operational effectiveness of the department and the company's objectives.
- To nurture and build long-term customer relationships with assigned customers by being the first point of contact for all queries, training, support and engagement;
- Drive customer satisfaction, growth, revenue and retention by understanding the customers business and needs;
- Working effectively and collaborating with the Commercial teams to ensure successful implementation and on-boarding of new and existing customers;
- Gain a deep understanding of the customers needs and identify any cross and up-selling opportunities;
- Enhance the customer experience and provide proactive technical and product support throughout the customer lifecycle;
- To be the voice of the customer , working collaboratively with marketing and products to capture insights via surveys, feedback sessions and conversations;
- Record all customer interactions via a CRM system and maintain accurate customer records
- To manage customer accounts throughout their whole lifecycle and proactively renewing contracts;
- Conduct regular touchpoints and reviews via Skype, Zoom, Teams or Webinar calls to existing clients where applicable;
- Where necessary to visit customers to deliver tender presentations, product demonstrations, support and promote products and services;
- Building effective relationships with the Commercial and Operational teams to ensure the business supports your customers needs, managing issues and seeing these through to resolution to ensure a smooth customer journey;
- Work collaborative with the Commercial teams and feeding into marketing initiatives and product development;
- Closely monitor and measure key customer metrics in order to track product performance and customer satisfaction;
- Analyse customer data (MI) and provide meaningful insights to evidence ROI and product value in order strengthen customer relationships and business opportunities;
- To deal effectively with customer complaints according to Company procedures;
- Maintain courtesy, professionalism and high standards of presentation in all communications with current and potential customers;
- Retain as confidential all information protected by the Data Protection Act;
- Comply with your obligations under the Company's data protection, information security and other relevant policies, when handling personal data or special categories of sensitive data;
- Carry out appropriate clerical and general duties as may be required from time to time by the Manager.
Experience required:
Significant account management experience including:
- Strong customers service delivery
- Achieving sales through service
- Retention and managing contracts reviews
- Establishing rapport and building strong relationships with customers
- Managing, resolving and responding to complaintsLiteracy,
- Ability to work under pressure and achieve targets
- Excellent administrator with ability to plan, organise and prioritise tasks
- Excellent interpersonal and communication skills, both written and verbal
- Strong analytical skills with the ability to source and present management information
- An enthusiastic and self-motivator
- Desire to succeed
- A focused individual and team player
Additional information:
- Location - Remote/Home Working with flexibility to attend office in Birmingham Head Office and Customer Sites as required
- 37.5 hours per week Monday to Friday (08:30am to 5:00pm with 1 hour lunch break - unpaid)
Full Benefits package:
- Company Health Cash Plan (Silver Level) paid for by the client
- 26 Days Holidays per year plus 8 bank holidays (UK)
- Life Style Leave Day for moving house or for your child starting school.
- Refer an employee scheme - financial incentives for recommending a successful candidate to the company.
- Connect App which includes 100s of discounts for shops, restaurants and hotels as well as health benefits such as 24/7 GP access, access to free counselling services and reduced gym memberships as well as access to free financial, wellbeing and legal advice.
- Eye test vouchers and vouchers towards the cost of glasses.
- Company Pension Scheme via Aviva.
- Salary Sacrifice schemes via VIVUP including the option to purchase electrical goods and furniture via salary sacrifice.
- Option to purchase up to 5 days extra holiday per year.
- Enhanced maternity and paternity leave.
If you require any further information, please contact:
Karla Watts on 0121 321 2444.
Office Use Only:-
Division - Comm
Service - REGISTER