Customer Success Manager

Job Description

Vivedia have an exciting opportunity for a Customer Success Manager to join the team.Location: Sheffield / HybridSalary: £30,000 per annumJob Type: Permanent, full timeAbout Us:Vivedia is the UK market leader in audio visual services for weddings and funerals. Operating across the UK, they work with a range of private and public-sector customers. Their head office is in Sheffield with a satellite office in London. The businesshas seen significant growth over recent years, with sales now at £6m, and theres a sustainable long-term growth plan in place. They are now looking to bring onboard a Register Office Customer Success Manager.Vivedia is truly customer-focussed and has driven genuine innovation and an improved experience in the bereavement and wedding industries. This has resulted in highly engaged customers who are keen for opportunities to do more work with our client.The team are very passionate about their work and its a positive environment where people are trusted to get on and do a great job. In anonymous surveys, employees consistently report being happy. The company is working on environmental initiatives, likesto make a positive difference in its local community and makes significant charitable donations each year.With a recession on the horizon, its worth noting that the company is owner-managed, steadily profitable and has a strong balance sheet. Weddings and funerals tend to be less affected by the highs and lows of economic cycles, so as well as exciting growthopportunities the company has excellent long-term job security.Register Office Customer Success Manager - The Role:Commercially & strategically own one of the companys key customer segments - Register Offices. You will identify needs and drive maximum value for this audience to ensure they remain and grow into strong advocates of what LBM offers to the end-user (consumer).You will ensure ROs are engaged, informed, positive, excited and motivated to talk about and use the products and services that LBM offers.LBM has already had a great deal of initial success in the market - starting in 2022, the Brand already provides services into 20 venues RO venues across the UK (total anticipated market size is estimated in the region of 400 venues across the UK). In aCommunity Management/Customer Success/Account Management focused role, this position has been created in order to build strong relationships with the existing RO customer base, ultimately to ensure further commercial growth.Customer Success Manager - Key Responsibilities:- Building and maintaining customer relationships through proactive customer contact/meetings (on the phone, online, in person)- Answering all day-to-day customer queries/complaints and liaising with relevant departments to feed back to customer- Onboarding new customers- Managing customer health and NPS- Keeping CRM and systems up to date- Carrying out business reviews- Monitoring product usage- Identifying upsell/cross-sell opportunities- Informing customers about product developments- Training on system and products- Achieving customer relationship targets and KPIsCustomer Success Manager- You:- Previous Account Management and/or Customer Success experience- Experience in customer service environments- Experience of sales and/or business development environments (desirable, not essential)- Experience with B2B and B2C environments- Strong communicator (written and verbal)- Great at building rapport- Able to manage multiple priorities at once- Good problem solving, especially when dealing with complexity and ambiguity- Ability to work within a fast-paced environment- Experience of delivering online presentations, training sessions or workshops- Proactive and efficient- Strong IT skillsCustomer Success Manager - Benefits:- 25 days holiday standard, plus statutory holidays- Pension Scheme- Flexible working hours- Flexible working locations- Employee assistance programme- Learning and development budget- Warm and relaxed working environment- Smart hub office with freshly ground coffee, healthy snacks and free onsite parking- Regular team socials- Discretionary bonus-scheme- Free annual eye tests as well as a contribution to new glasses- Life event support: £1,000 first-time buyers allowance, £250 close bereavement allowance, £250 baby bonus, £250 marriage allowanceTo submit your CV for this exciting Customer Success Manager opportunity, please click Apply now!

Keyskills :
MANAGER