Service Delivery / Client Success Manager

We are looking for a technically savvy Customer Success Manager to design and deliver a comprehensive client engagement strategy with a high focus on building/maintaining service excellence through strong and credible relationships and provide ongoing support to help them to make the most and find value in products and solutions.

Client Details

Our client is a software organisation based in Maple Cross

Description

We are looking for a technically savvy Customer Success Manager to design and deliver a comprehensive client engagement strategy with a high focus on building/maintaining service excellence through strong and credible relationships and provide ongoing support to help them to make the most and find value in products and solutions.

Key Performance Indicators for this role are as follows:

• Average client success score (e.g. NPS)
• Adoption and usage of solution
• Active users
• First contact resolution rate
• Customer effort rating
• ROI
• Retention and renewal

1. Build strong, long-term relationships with client stakeholders by staying in constant communication and resolving any issues in an effective and timely way.
2. Establishing clear client retention goals, milestones and a plan to exceed expectations and satisfaction.
3. Conduct agreed review calls (e.g. weekly, monthly, quarterly, annually) to ensure customers optimize products/services, ensure service issue resolution and that customer goals are met.
4. Develop a risk plan for each customer, proactively identifying and evaluating risk against service delivery and taking action to avoid dissatisfaction and ultimately drive retention throughout the customer life cycle.
5. Provide support during onboarding and training to improve adoption and usage.
6. Reviewing client related data and metrics to ensure any issues arising from adoption, trends, features, tickets.
7. Attending support calls to discuss issues with the service desk team and client pointing out metrics, trends and solutions.
8. Review customer complaints and concerns and seek ways to improve the customer experience. In addition you should be obtaining user feedback.
9. Promote the value of the product and new features through demonstration.
10. Promote and demonstrate value through the customer experience.
11. Analyse customer data to improve the customer experience.
12. Identify and prioritize product/service updates that reflect customer requests, industry market and competitor trends and report to key stakeholders.
13. Provide insight and relay the voice of the customer within internal teams including Product, Sales, Marketing, Operations and Technical Support.
14. Serve as a product ambassador, educating client stakeholders on product capabilities and benefits.
15. Frontends solutioning communication with customers designs the solution to have onboarding team implement it, here onboarding team can then be treated as Managed Services supporting Customer Success.
16. Conduct technical challenge/solutioning sessions once the deal is landed to ensure business objectives are achieved.
17. New Feature, Enhancement Requests from customers should be also be front ended and reported by CSM

Profile

• Proven work experience (3 years +) as a Customer Success Manager or similar role (e.g. Technical Account Manager, Client Relationship Manager).
• Experience in a Tech and/or SaaS business working closely with the products.
• Track record of improving customer satisfaction through a planned and structured approach.
• Track record of helping enterprise clients expand their usage.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Technically savvy; especially relating to mobile applications, web applications and development, systems integration and product release and support requirements.
• Able to learn and pick up new technology quickly and be able to appreciate and explain its value to clients.
• Excellent personal organization and tracking skills to deliver high volume workload accurately and on time.
• Experience in managing a diverse group and training each according to company standards.
• Educated to degree level.
• Outstanding communication and presentation skills (written and verbal) to all levels of an organization across globe.
• Strong facilitation skills (requirements sessions, design meetings, progress and status update meetings).

Key Performance Indicators for this role are as follows:

• Average client success score (e.g. NPS)
• Adoption and usage of solution
• Active users
• First contact resolution rate
• Customer effort rating
• ROI
• Retention and renewal

Job Offer

This role is offering a salary up to £70,000 per annum for the right candidate.

Hybrid working - 3 days on site in Maple Cross

Interview Stages - 3

The opportunity to join a past paced and exciting software organisation.