Customer Success Manager

My client seeking an experienced Customer Success Manager to be a key part of their team, taking full responsibility for supporting and advising our customers on the onboarding process of our services. This role is hybrid

This is an exciting opportunity for an exceptional, experienced Customer Success Manager to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

Act as a company ambassador, understanding and delivering excellent customer engagement from design, project installation, through to service delivery.
Extensive knowledge of Audio-Visual systems and technologies to advise customers on the best suited equipment.
Establish strong, long-term relationships with customers by effectively communicating and resolving issues tailored to individual needs.
Oversee and monitor customer contract renewal dates, attending Review Meetings between Customers.
Work closely with the Sales and Business Development Teams to support proposals and bids for new and existing customers.
Collect customer feedback to provide insight and communicate the voice of the customer with internal teams as required, identifying any customer requests, industry and market trends.
Conduct regular customer success reviews to enhance the service provided by, ensuring issues are resolved proactively and customer goals are met.
Gain a thorough understanding of the market place and identify key business opportunities where existing contracts not currently serviced are coming up for renewal / re-tender
To ensure all leads & opportunities are fully updated on a regular basis to enable management to create relevant reports and sales forecasts
Service line management of the appropriate staff as this area grows.

Desirable skills

Experience delivering Managed Services to large corporate customers.
Experience creating and giving customer presentations.
Understanding of commercial contracts, with strong reporting skills.
Extremely organized, with effective time management skills.
Outstanding ability to communicate with a wide range of audiences, through all mediums (verbal, listening and written)