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Customer Success Manager

Davies Resourcing
Job LocationLondon
EducationNot Mentioned
Salary40,000 - 45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time Work from home

Job Description

An exciting opportunity has arisen to join an expanding multi award-winning provider of SaaS based customer experience and AI technology that builds proactive, intelligent & contextual customer journeys for leading brands. Our client has the backing ofa global parent company, so you get the best of both worldsa growing agile & innovative market disruptor with corporate support.Continued success and growth mean my client is on the hunt for a Customer Success Manager to join their Customer Success team, someone passionate about creating the very best customer journeys in this client facing position.***********FULLY REMOTE POSITION*************THE ROLEThe role of Customer Success Manager will be to help define and manage the Customer Journey process for clients, helping them to use my clients software to ensure they receive maximum value, doing this by providing advice and guidance at allstages of the customer journey. You will work in true partnership with clients to understand customer requirements, design and build Customer Journeys, offering technical guidance and API design, provide ongoing reporting and monitoring support to reach optimumsatisfaction.

  • Overall Journey Ownership in aligned accounts
  • Data security and technical guidance
  • High level API design and data definition
  • Internal and external project management including go-live
  • In-life data analysis to identify additional benefits
  • Develop a trusted advisor relationship with customers to identify and guide them to their goals
  • Act as the point of contact for the customer and coordinate the deployment of resources to address the customer issues, including managing escalations
  • Maintain a deep understanding of product and help customers adopt the most relevant features/functionality for their individual requirements
  • ROI and Objective reviews
  • New Journey Discover and promotion
  • QBR, Strategic Reviews and User Group ownership
  • Demonstrate commercial awareness, including the creation of business cases.
ABOUT YOU
  • Experience of the CX sector
  • 2-4 years experience of client management in a role such as Customer Success, Account Management
  • Strong analytical skills
  • Experience of Customer Journey design
  • Strong project management and organisation
  • Excellent relationship building skills, you will need to be comfortable liaising at senior levels
  • Good verbal and written communication skills, required for business presentations among other things
  • Detail driven with a keen eye for this
  • Resilience to keep going when faced with challenges
  • Ability to learn new ideas and approaches quickly
THE PACKAGE
  • £40k-£45k
  • Annual bonus
  • 25 days annual leave + bank holidays
  • Pension
  • Private healthcare
  • 4x salary life cover
  • Discounted gym membership

Keyskills :
Customer success account management analysis customer journey

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