Customer success manager

Are you stuck in ERP support but want to do more for your customers?

You like helping customers but the application support role is a bit limited.

This role is working as a customer success manager for an ERP software author.

You will work with the Account managers (this is not a sales role) and you will deal with customers finding out what issues they have, what they are "not" doing with the software and what they could do better.

You will be the "software ambassador" for the company, helping client get a better experience.

You will work with the consultants and developers and product managers, so you will often be asking how to improve processes, how to improve the software, what is urgent , what is an easy quick fix.

Here is some more detail on the job:

The customer success manager would involve travel in both the UK and Ireland. This would be a home-based/hybrid role, with occasional trips to the office in the Nottingham.

This customer success manager is working directly with clients doing customer success, or customer account management or customer relationship management, working with the clients and liaising with the support team. The sales team and the Implementation team. You will be making sure customers are getting the most out of the ERP software.

As a direct report to the Product Manager, the Customer Success Manager plays a pivotal role in fostering proactive connections between the ERP Software company and the customer base through a combination of remote and onsite interactions.

Key performance indicators include the quantity of customer engagements and the sustained satisfaction levels achieved. Collaborating closely with our Support and Professional Services departments, the role involves a proactive approach to minimising customer queries. Additionally, close collaboration with the sales team is essential, as the Customer Relations Manager is tasked with elevating awareness of available services and products, with a primary focus on enhancing customer retention.