Customer Success Manager

Our client is an exciting and fast growing tech company seeking a talented Customer Success Manager to join their team. This a full time permanent position with excellent opportunities for progression - the role is remote working but with the opportunity to attend their offices near Bletchley Park, Milton Keynes, whenever you should wish.

The role will involve owning the relationship with a portfolio of clients, managing a clear feedback pipeline from partners and end users into our client's product team so it can inform future product decisions.

The successful candidate will be:

• Thrilled by the prospect of owning their partner relationships and space within the team, supporting a platform used by hundreds of venues across the country
• Adopting a consultative approach in order to support the requirements of the account
• Data driven, to ensure product understanding and usage are maximised within their customer sites
• Required to adopt a hands on approach, with a readiness to engage in activities outside of the formal job role

The role will involve the following key responsibilities:

• Managing and nurturing the relationships with your portfolio of accounts by maintaining weekly contact, with a key focus on customer satisfaction and ultimately retention
• Develop a detailed understanding of the company products in order to provide platform training and a seamless service experience
• Recognising and seeking out commercial opportunities from your customer base, working with both the sales and project team to deliver
• Work closely with the creative and product teams to ensure that customer needs are being considered and understood
• Being a part of and driving success within, a collaborative team of dedicated, engaged and experienced customer success managers
• Work with all business stakeholders to ensure the customer success team and its goals align with the overall targets and objectives of the business

Key requirements to be successful within the role:

• Above all - be customer centric and show a proactive mindset
• Takes a data driven approach to understand what a client requires and help the forecast potential risks
• Must be an inherent problem solver - understand the importance of finding solutions with high impact and low effort wherever possible
• Possess strong communication skills and be comfortable collaborating with other teams
• An eye for detail and spotting potential gaps or issues for users and partners
• Skilled in complaint handling - using this to subsequently turn challenges into opportunities
• Able to account manage a portfolio with clear growth targets and ensure customer retention
• Display strong communication skills with an understanding of internal and external stakeholders