Senior Success Manager

Job Description

Do you have a proven track record of managing a team successfully within a Health and Well-being industry Are you a motivated, sales driven individual who thrives working under pressure whilst maintaining the ability to prioritise and plan effectivelyWe are currently recruiting for a Senior Success Manager for a leading health and well-being provider based in Birmingham.The purpose of the role is to assist staff and contribute to the operational effectiveness of the Occupational Health department and the companys objectives.Benefits

• Salary: £32,000 - £35,000 depending on experience
• Location: Birmingham
• Full Time: Monday - Friday, 8:00 - 17:00
• Hybrid Working: 1 day in office, 4 days remotely after a training period
• Employee Benefits
• Health Cash Plan
• Bonus Scheme

Duties & Responsibilities

• To nurture and build long-term customer relationships with our largest OH accounts by being the first point of contact for all queries, training, support and engagement
• Performing & documenting regular team meetings, 1-2-1s, performance reviews and personal development programs
• To co-ordinate team resource and training, including ensuring sufficient cover for holidays and sickness
• To drive customer satisfaction, growth, revenue and retention by understanding the customers business and needs
• To support and proactively drive the CSMs to achieve renewal, cross and up-selling targets and deliver on customers needs
• Working effectively and collaborating with the Commercial teams to ensure successful implementation and on-boarding of new and existing customers
• To gain a deep understanding of the customers needs and identify any cross and up-selling opportunities
• To enhance the customer experience and provide proactive technical and product support throughout the customer lifecycle
• To be the "voice of the customer", working collaboratively with marketing and products to capture insights via surveys, feedback sessions and conversations
• To record all customer interactions via a CRM system and maintain accurate customer records
• To manage customer accounts throughout their whole lifecycle and proactively renewing contracts
• To conduct regular touchpoints and reviews via Skype, Zoom, Teams or Webinar calls to existing clients where applicable
• Where necessary to visit customers to deliver tender presentations, product demonstrations, support and promote products and services
• Building effective relationships with the Commercial and Operational teams to ensure the business supports your customers needs, managing issues and seeing these through to resolution to ensure a smooth customer journey
• To work collaborative with the Commercial teams and feeding into marketing initiatives and product development
• To analyse customer data (MI) and provide meaningful insights to evidence ROI and product value in order strengthen customer relationships and business opportunities
• To deal effectively with customer complaints according to Company procedures
• To retain as confidential all information protected by the Data Protection Act
• To comply with your obligations under the Companys data protection, information security and other relevant policies, when handling personal data or special categories of sensitive data

Skills & Experience

• Significant team management experience, 2-3 years minimum
• Significant account management experience including: strong customer service delivery, achieving sales through service, retention and managing contracts reviews, establishing rapport and building strong relationships with customers, managing, resolvingand responding to complaints
• Ability to work under pressure and achieve targets
• Excellent administrator with ability to plan, organise and prioritise tasks
• Excellent interpersonal and communication skills, both written and verbal
• Strong analytical skills with the ability to source and present management information
• An enthusiastic and self-motivator
• A focused individual and team player
• Experience of insurance industry
• Experience of Occupational Health Industry

Please apply today - shortlisting taking place immediately!Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.