Customer Support Manager

Job Description

Were a multi award-winning business; proud to be recognised as a fast-growth company, which culminated in us receiving Deloittes prestigious 5th fastest growing technology company award.Our aim is to be the worlds foremost integrated data-driven marketing communications platform for industries connected with home-movers and homeowners.We are big on culture; whether its after-work drinks, online bingo or hitting the tarmac with the runners, we have a work hard, play hard mantra. Our teams are passionate about their business and the road that we are on to achieve our goals.Location: DerbySalary: £25K base + CommsThe opportunityAre you passionate about providing world-class customer service A fantastic opportunity has opened up for you to join a fast-growing company at the forefront of digital marketing and become part of our Customer Success team!Were looking for a friendly and experienced Customer Success Specialist to join us full-time. As a Customer Success Specialist, you will be responsible for the adoption, retention, and growth of our customers.Your focus will be to build relationships with our customers through onboarding and training, creating bespoke marketing strategies that will generate maximum Return on Investment (ROI) for our clients and help us to continually exceed our retention objectives.About you:

• Youll have at least three years of Account Management / Customer Success experience, preferably in Software as a Service (SaaS) platforms.
• Youll have a self-starter mentality with the ability to proactively get on with work.
• Youll be a creative thinker, able to come up with innovative new ideas and solutions.
• Youll be a confident and clear communicator with excellent writing and presentation skills. Youll be comfortable expressing yourself via email, social media, video conference, webinars or in-person.
• Youll have excellent knowledge of digital marketing and the value it brings to businesses.
• Youll be experienced at hosting and running training webinars for customers.
• Youll have excellent organisational and follow-up skills.
• Youll possess excellent problem-solving skills: youll be able to adapt to any situation and propose clear logical solutions.
• Youll have an upbeat and proactive attitude with a passion for helping others succeed.
• Youll be able to multi-task, prioritise and manage your time effectively.

Roles and responsibilities:

• Owning the delivery, ongoing support, adoption and expansions of your allocated customers.
• Act as the main point of contact for your customers.
• Handle upselling and renewal enquiries for your customers.
• Offer one-on-one training for your customers.
• Coordinate and present in-depth group training for customers.
• Deliver monthly strategy and business reviews to demonstrate ROI to customers.
• Collaborate with relevant teams to create educational material to help drive product adoption and improve our overall Net Promoter Score (NPS).
• Regularly engage with your customers on social media and stay on their radar.
• Act as an escalation liaison between the customer, our Support Team and Product Teams to help resolve technical issues blocking product adoption or usage.
• Develop a deep understanding of individual customer objectives and how our product can facilitate these for them.
• Be a brand ambassador at all times and build our company brand with each interaction.

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