Customer Success Manager

Job: Customer Success Manager (Hybrid Woking + Remote)

Founded in 2004 this company is a leading provider of software and services for digital transformation solutions to the NHS and Social Housing sectors, places particular emphasis on building strong and lasting relationships with all its customers.

The Role

They are looking for a dynamic Customer Success Manager to join their growing team and to continue to deliver on their founding principle of putting their customers at the heart of everything they do.

The prime focus of this role is to become the customers’ representative and voice. The role therefore requires demonstrable experience in having had a customer-focused role, ideally in a scale-up and SaaS environment. You need to have the highest professional approach to your work with excellent interpersonal and communication skills, enjoying building great relationships with customers. You will need to be a motivated self-starter who is able to work in a fast-paced environment and to muck in with the rest of their hard-working team whenever needed. The role requires initiative taking and a hands-on approach with meticulous attention being paid to profiling each customer account, including persona profiling of the relevant individuals, including C and D suite, heads of department, and functional managers.

In return, they offer the chance to make a difference with their public sector customer base as well as career development, mentoring, and the chance to work with leading experts in their fields. They are also looking to IPO in the next 3-5 years, so the opportunity exists for stock options and to share in their future success.

Responsibilities

Ownership of defined and named customers

Be the proactive voice and representative of the customer organisation ensuring all issues and opportunities identified are effective, swiftly and professionally dealt with

To manage relationships with customers and ensure achievement of personal and Accounts Team revenue targets

Work with marketing and other members of their commercial team on go to market initiatives, campaigns, inviting customers to events, and more

Take primary responsibility for customer retention, day to day issue resolution, and internal escalations as needed to ensure customer satisfaction & loyalty

Identify up sell and cross sell new deals from your customer base and closely work with other members of their team especially Account Manager(s) to conclude these successfully

Take ownership of smaller deals, particularly "bolt-on" solutions, upgrades, and the many other valued add services offered by the company

Be a customer champion for their products and services, including helping

customers to understand the art of the possible with their solutions

Develop strong personal and professional relationships with key individuals and roles in your customers

To report on KPIs and other success metrics/targets in their sales team

Skills and Qualities

Able to build rapport across multiple levels of seniority: C-suite, D-suite, department heads and manager level

Experience in building relationships across multiple personas (departments), e.g.: comms/marketing, HR/workforce, IT, procurement, operations and more

customer success and/or Account Management experience in a tech/digital field

Passion for technology and its ability to solve problems, including a desire to be a subject matter expert who is driven to help customers get the best out of digital transformation

Strong CRM admin and reporting skills, preferably with Salesforce

Formal training in Sales/Account Management, e.g. Target Account Selling or relevant equivalent

Able to work with marketing to design and deploy campaigns into large customer bases

An enthusiastic team player who can also work with autonomy

Experience in the public sector, particularly NHS and housing, would be useful but not essential

Previous user of marketing automation tools such as HubSpot

Other stuff

£’s: The basic salary is £30,000-40,000 depending on experience. A commission plan of up to 50% of basic salary will be agreed, including revenue retention targets, a personal sales target, and shared team numbers for new projects/solutions.

Benefits; share scheme, company pension, death in service.

Location: The role is hybrid with three days a week at their offices in Woking, Surrey, and two days a week at home

How to get to them; a 5-minute walk from Woking train station.

NB: for non-UK Citizens: we cannot accept applications from anyone requiring sponsorship (now or in the future) for UK permanent employment status. If you are using a work visa this must allow you to work in the UK unrestricted for at least the next 5 years.

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Profile 29 recruitment keywords: account manager customer success executive customer success manager helpdesk help desk service desk client manager SaaS software relationship manager Guildford surrey home based hybrid remote