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2i Recruit Ltd
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Godalming, Surrey
Customer Success Manager
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Salary: From £30,000 to £40,000 per annum |
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Overview
OVERVIEW 2i Recruit’s client is a dynamic, forward thinking SaaS organisation that promote a culture of work hard and play hard Due to continued company success and internal promotions they are currently looking to add to their Customer Success team. Successful candidates will be natural innovators with a passion for first class delivery and customer service. J OB PURPOSE As the primary touchpoint for customers into the business, Customer Success Managers are responsible for ensuring customer satisfaction and for driving digital workplace success. Customer Success Managers focus on increasing product utilisation and stickiness within their portfolio of accounts through listening to requirements and strategic goals and being product experts. This role requires working with multiple departments across our business and that of the customer, so needs an individual who is very structured, focused and competent in building relationships, always acting as the customer advocate within the business. MAIN RESPONSIBILITIES Be the primary point of contact for designated portfolio of customers across varied sectors and industries Drive the overall customer relationship, acting as the customer advocate in the business Working with customers to establish critical goals, or other key performance indicators that can be measured to determine success Establishing a trusted advisor relationship with the customer to drive continued value of our products and services Help customers to achieve success and increase adoption by understanding their vision and advising how the platform can be leveraged to meet their requirements Use analytics data and other measurement tools to understand where usage of the product can be approved and work with customers to implement change Coordinating regular meetings with leadership members from the client and internal teams to ensure that customer satisfaction is high and that goals are being met Recognise, address and escalate customer needs/issues cross-departmentally to ensure a quick resolution Train and upskill customers when new product features are released Identify and share customer success stories in a written format with the business KNOWLEDGE, SKILLS AND EXPERIENCE NEEDED 3 years experience in a Project Management, Account Management or Customer Success Management role Experience working in a SaaS environment Experience working with digital workplace platforms either as a manager or end user e.g. Jive, Interact, Jostle Experience within a fast paced, dynamic and entrepreneurial company If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted. This job was originally posted as www.totaljobs.com/job/89638003