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Tick Recruitment Ltd
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Edinburgh, City of Edinburgh
Customer Success Manager
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Contract Type: Permanent |
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Salary: up to £50K + amazing culture + benefits |
Overview
About the role: A fantastic opportunity for an experienced Customer Success Manager has arisen in Edinburgh. Suitable candidate will become the champion for my clients customers and drive advocacy. The Customer Success Manager will strive to understand customer outcomes through ongoing interaction, collecting data and feedback to build out customer centric processes that identify and respond to customers at risk of churning. The deep understanding of our customers obtained through this process should feed into my clients product road map as well as marketing and sales strategies. The role will also involve building appropriate relationships with their customers to understand their challenges and drivers and to support and educate them about the benefits this business can provide. You will also be responsible for overseeing and reviewing the customer support function in the UK, ensuring that it not only supports their customers but also the wider business in achieving their goals. You should be curious, analytical, empathetic, proactive and personable, and driven to bringing about measurable improvements to customer experience and advocacy. You should be a real team player who is focused on supporting and encouraging growth in your team. You should be willing to go the extra mile to help support their customers and your colleagues and comfortable working in a fast growing organisation. You will: Represent the voice of the customer to provide input into their core product, marketing and sales strategies and processes Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom Proactively maintain regular contact with their customers to answer questions, solve problems, support and grow frequent use of the product and drive advocacy Build out processes to ensure that the proactive approaches identified and used are able to replicated by additional team members in both the UK and other geographies Help educate and build trusted relationships with existing partners to encourage them to include the product as an integral element of their service offering Provide training to their clients, both remotely and occasionally on-site at their office Work closely with the product, sales and marketing teams, providing customer insights and feedback and sharing the challenges and opportunities that you uncover Oversee the inbound customer support function in the UK for both partners and direct businesses, assisting with the more technical queries Ensure that our customer help centre is providing the best possible insight, education and value as the product continually evolves. We are looking for the following qualities in a successful candidate: At least two years relevant experience in an inbound and outbound customer experience role Excellent verbal, written communication, presentation and interpersonal skills Proactive troubleshooting and listening skills, with a strength in problem solving and issue-resolution Ability to work in a deadline-driven work environment with a focus on attention to detail Strong leadership and team building skills Self-motivation and ability to work on own initiative as well as part of a team A curious, growth mindset, with the ability and desire to learn new things Additional Working Details: This is a full-time role, (37.5 hours a week), based in Edinburgh. The salary is competitive. Other Benefits: 34 days paid holiday (including bank holidays), increasing by one day per year up to 39 days 4 week paid sabbatical in your 5th year in addition to your normal holiday allowance Company pension (we’ll match up to 5%) Free team lunches on Fridays Discounts and offers through our Perks at Work scheme Enhanced family policies (enhanced maternity, paternity, and adoption leave, as well as a childcare voucher salary sacrifice scheme)