Customer Success Manager - GRC

Job Description

About the Role: The Customer Success Manager is accountable for developing and maintaining a positive and productive relationship with the customer as part of their active account listing. This role will proactively support, guide, facilitate and enable our customers torealise benefit from the implementation and adoption of RLDatix products within their organisation. The key is to drive value, this will lead to adoption, retention, and ultimately high levels of customer satisfaction. The CSM role is diverse and will do whateverit takes to help our customers get the best from their purchases.The CSM will work closely with the Datix Customer Success team when triaging product specific customer queries or requesting guidance, to ensure the customer need is met and benefit realisation achieved through their partnership with Customer Success.Responsibilities:

• Developing and maintaining strong customer relationships

• Proactively monitor the adoption of RLDatix solutions within the customer organisation to ensure that they are utilising products to their full potential and identify areas for improved utilisation and effectiveness.
• Provide a good level of coaching, advice or process feedback to the customer to establish more efficient practices.
• Identify and understand customer outcomes required for both current and future needs.
• Support the creation of account success plans and deliver the CS actions associated and/or work with other key persons in the business including but not limited to our CS Specialists, Account Managers, Support, Academy and Product Management.
• Support and lead where appropriate, customer focused initiatives that will have objectives. These will be project structured that comprise of multiple people and roles.

• Ensure CRM systems accurately reflect the customer position.
• Liaising with Product Management regarding product features and changes expressed by the customer, helping to keep the company’s products at the forefront of the industry.
• Be industry aware of new mandated or non-mandatory changes within applicable industries.
• Own any business impacting support/product issues through to resolution, be the voice of the customer.
• Ownership of account escalations and owning to resolution, triaging internally to ensure the voice of the customer has been heard and actions issues from the back of the escalation.

• Support the delivery of customer webinars and other customer facing meetings.
• Ability to spot a need the customer may not know they have via new features deployed or additional solutions.
• Virtual meetings are preferable but there may be the need to visit clients directly at times along with attending company events onsite.
• Supporting the team knowledge in areas where your product knowledge is strong.
• Support the team/business with any additional activities that may be required.

Key Performance Indicators:

• Active account listing demonstrating regular/successful customer communication with the goal of achieving reference sites.
• Ownership and resolution of account escalations.
• Further KPIs to be discussed and measured through objective setting.

Key Skills, Qualifications & Experience:

• Knowledge of the NHS eco-system and jargon associated within the industry
• Preference of experience working with RLDatix solutions in relation to risk and incident management
• Presentation Skills - Ability to deliver presentations to small/large audiences

• Highly organised individual
• A fast learner to understand our products/solution suite
• Ability to function independently with a high degree of accuracy and accountability in a fast-paced environment
• Ability to successfully share best practices and make recommendations for improvement
• Brilliant at building and maintaining strong customer relationships

• Excellent proficiency in Microsoft Office Suite including Word, Excel, PowerPoint & Outlook
• Excellent communication skills and attention to detail
• Excellent problem-solving ability
• Customer-centric orientation with the ability to build relationships via email, telephone and in person
• Excellent organisational skills, adherence to deadlines, ability to prioritise and manage multiple tasks at once

Keyskills :
GRCNHSCustomer Success