Banner Default Image

Customer Success Manager

Back to Job Search

Customer Success Manager

Posted about 1 month ago

Premier Customer Success Manager - ERP Division **The successful candidate must be able to commute to Loughborough 3x a week** About you: As a Customer Success Manager you will be accountable for the success of a portfolio of our most valued customers. You will get a buzz from helping people, you’ll be customer centric whilst being passionate about how software can help make our customers lives and businesses better. You will be confident building and maintaining effective relationships at all levels internally and within your customer base. You will be solution focused, with the ability to conduct periodic reviews, provide regular progress reports and demonstrate the value of Access solutions. You will be commercially savvy and strategically informed, establishing and underpinning your role as our Customers’ Ambassador internally and Trusted Advisor to our Customers. Day-to-day, you will be: • Ensuring contractual adherence to our CSPs • Reporting / Identifying Risks & Opportunities / Taking appropriate action / Driving continuous improvement / Communications & Updates • Establishing yourself as a trusted advisor by creating, nurturing and maintaining solid relationships with key customer and stakeholders (including C-Suite) • Responsible for successful adoption of Access solutions by our customers; leading to retention, renewal, expansion, satisfaction, advocacy and reference ability • Churn management • Retention/Renewals • Influence and drive internal Access departments to deliver exceptional customer experiences • Service Improvement Plans • Generic Issues Process – Product/Support/Billing (within and cross Division) • NPS in collaboration with internal teams • Generation of upsells and expansion revenue through a combination of customer insights, industry and product knowledge • Advising customers on best practice, product roadmap and proactively monitoring and driving adoption of their Access software, features and functionality. • Webinars • Facilitation of Product/Support workshops • Ability to analyse and move quickly to resolve customer challenges, engaging all of the appropriate resources and influencing appropriately to achieve goals • Conducting periodic reviews discussing trends, sentiment and success factors as well as identifying opportunities for product and service expansion Your skills and experiences might include: • Ability to analyse and move quickly to resolve customer challenges, engaging all of the appropriate resources and influencing appropriately to achieve goals • The expertise to deal with multiple conflicting priorities under pressure • Understanding our business, that of our customers business and industry & market trends • Strong commercial acumen and negotiation skills • The ability to translate & articulate how specific product features will assist and deliver customer success outcomes • The ability to champion and drive internal improvement within key supporting business units • Analysing & understanding product usage data by customer or cohort/segment of customer • Confidence to professionally deliver presentations to internal/external audiences both face-to-face and via webinars • Ability to articulate challenging messages and being able to effectively navigate and mediate conflict • The ability to build rapport with multiple customer stakeholders (including C-Suite) ensuring strategic and operational alignment