Customer Success Manager - Software

Job Description

Customer Success Manager - Software

• Based in Leeds
• £35,000 - £45,000 pa, dependent on experience
• Quarterly Bonus Structure
• Excellent Working Culture
• Additional Customer Benefits
• 33 days holiday + Bank Holidays + Birthday Holiday

OUR CLIENTOur client is a provider of bespoke and solution driven mobile resource management software for multiple sectors. Their systems transform the way in which their customers work by streamlining processes which increases productivity and as a result reducescosts. The business has established a fantastic working culture, one which empowers, rewards, and develops its employees and encourages working towards personal goals and growth. Due to their continued success and future growth plans, we are currently searchingfor an experienced Customer Success Manager to join their existing team.THE OPPORTUNITYThis exciting opportunity will see the successful candidate join an established team in a customer focused role to ensure that key customers are successful in delivering on their business objectives. This will be achieved by driving value of our clientssoftware application with the overall aim of helping their customers grow stronger from a commercial perspective. There are four main elements of success for this role; Customer Value Creation, Revenue Growth, Renewals and Repeat Orders, and Customer Experience.Customer Value CreationYou will be responsible for increasing customer satisfaction and the overall customer experience by delivering Customer Success to a portfolio of new and existing key customers. You will be required to serve as an ambassador for Customer Success and developan expertise in related methodologies and competencies. It is essential that you view all products from the customers perspective, monitor early signs of customer health, proactively address their concerns, and help them to better equip the technology to meettheir business goals and objectives.You will construct and implement a Customer Success Plan across all steps of the customer journey, ensuring customer expectations are set for each milestone. This will include preparing and anticipating customer needs and communicating the product roadmapto your customers whilst demonstrating advanced insight and understanding of their business needs. You will develop and share Customer Success best practices with the wider team to ultimately achieve desired outcomes and drive positive customer experience.Revenue GrowthWith the aim to improve annual revenue growth of 4% across owned accounts, you will be required to develop and deliver appropriate customer engagement, value creation and retention strategies for all key customers. You will do this by proactively monitoringand managing overall customer metrics, including customer usage data, health indicators and renewal dates whilst analysing the holistic approach to align with customer objectives. A key requirement will be to drive customer retention, identify new growth opportunitiesand secure customer willingness to advocate the product.Renewals and Repeat OrdersYou will be responsible for defining and executing renewal strategies and ensuring accurate management and recording of renewal data to conduct renewal discussions in advance of contracts ending. Working with the Onboarding team to assist with large, complexonboarding requirements and ensuring that all relevant milestones are successfully met during this process.Customer ExperienceTo succeed in this role it is vital to build long-term, value-based relationships with all customers to gain a full understanding of their landscape, identify decision makers and establish loyalty. You will ensure that customers are receiving exceptionalvalue from the service by managing and reporting on customer product usage, tracking, reporting and managing NPS survey data and customer health scores using the customer success platform. This will be a collaborative effort to create a comprehensive and effectivehand-off from sales and you will work cross-functionally with all teams to deliver a first-class and long-term Customer Success.SKILLS AND REQUIREMENTS

• 2+ years experience gained in a similar SaaS, software or tech environment.
• 2+ years experience and knowledge of Customer Success principles.
• Demonstrable experience in strategicconsultancy,businessprocessredesign,digitaltransformation,financialanalysis,businessintelligenceorother comparableareas.
• Excellent business acumen and knowledgeable in current and future business policies, practices, and trends.
• Sound commercial awareness.
• Proven experience of selling repeats, renewals and upsells.
• Highly IT literate with a technical aptitude and ability to explain complex terms.
• Excellent attention to detail, organised and task focussed with a methodical approach to work.
• Exceptional interpersonal & communication skills, both written and verbally.
• Self-motivated with the ability to handle a stretching and changeable workload.
• Maintaining accuracy and composure in pressured environments.
• Innovative and able to inspire customer loyalty.

This is a unique and very exciting opportunity for the right individual to join an innovative and rapidly growing tech organisation. If you feel you are suitable, please apply today. Alternatively, to discuss the opportunity further, please contact MattPallister directly on the number listed on our website: www.marmionrecruitment.co.uk.Thank you for taking an interest in the role advertised. Wed like to confirm that each CV received is read thoroughly by a trained consultant. If we have not contacted you within 5 working days of your application, please understand that theCV received, and the information provided does not meet the requirements of the role. However, if you wish to speak to the named consultant about your application, please feel free to contact us directly.

Keyskills :
Account ManagementCustomer ExperienceCustomer RetentionCustomer SuccessCustomer Value