Job Title: Customer Success Manager
Location: Solihull
Salary: £35k-£45k
Job Type: Permanent, Full-time
Sales-i is a sector defining Software Company on a mission to create the very best products to support business and we are looking for passionate individuals to join our journey of innovation and growth.
The Role:
This is not a remote role, must be able to commute to Solihull weekly.
- The Customer Success Manager (CSM) oversees current customers with the goal of keeping high adoption, renewing contracts and upselling. The CSM should be proactively working on establishing ways the client can increase their utilisation within the tool.
- The CSM will have an existing diverse customer portfolio to manage, develop and expand. You will be the main point of contact, ensuring customers see the value of using our software and are using it effectively to maximise customer contract renewals and upselling opportunities.
Key Result Areas:
- Establish success plans for customers that outline their critical success factors, metrics for success, and potential issues and provides recommendations.
- Identifies issues that could impact satisfaction for the customer to ensure a healthy relationship when time for renewal.
- Manages all notes and updates in the CRM for all customers to provide visibility throughout the company
- Implements sales-i best practices with the client to ensure optimal utilisation of the tool.
- Leverages customer relationships as needed for prospect references.
- Controls communication to keep customers informed of process and procedural changes.
- Implements internal initiatives to continue to drive efficiencies within the Customer Success team.
Key Responsibilities and Accountabilities:
- Establish and manage a relationship with a cadence of communication for a book of customers.
- Renew expiring customer contracts to avoid churn.
- Proactively consult and oversee customers sales-i activity to recommend training and enablement best practices.
- Lead upselling with training and additional offerings where available.
Dimensions:
- Indication of how big job is/scope of job e.g.:
- Will manage 100-130 active customers
- Minimise customer churn to set targets
- Diverse portfolio of customer, predominantly in the USA, therefore, the post holder must be able to work USA (CST) time zone working day (13:00 – 10:00 hrs)
Key Working Relationships
- Line Manager (Head of Customer Delivery – UK)
- Other Customer Success Managers
- Support Team
- Data Team
- Training Team
- Sales Team
The Candidate:
- 3+ years in a customer-facing Account Management or Customer Success role, within a B2B company (SaaS preferred).
- Presentation skills – well-articulated when speaking to groups.
- In-depth knowledge of the sales process and customer behaviour.
- Great at self-assessment.
- Ability to adjust your approach to each customer.
- Problem solving.
- Computer Skills.
- Excellent written and spoken communications.
- Ability to learn new software systems.
- Basic math reasoning.
- Solution oriented.
Behaviours:
- Demonstrated leadership ability, confidence and senior presence – ability to motivate staff.
- Respect for others.
- Customer care.
- Driven to achieve goals.
- Lead by example.
- Flexibility – able to lead effectively within an environment of ambiguity.
- Attention to detail.
- Gently assertive.
- Team working – collaborative, able to work effectively as part of a team whilst encouraging and fostering teamwork; open to others ideas and input.
- Influencing – high level of interpersonal skills, demonstrable ability to present ideas and take people with them.
- Flexible, adaptable and pragmatic – able to lead effectively within an environment of ambiguity.
- Time management – to achieve goals/standards.
Please click the APPLY button and to submit your CV and Cover Letter.
Candidates with experience or relevant job titles of; Customer Success Manager, Customer Success Executive, Customer Excellence Manager, Client Support, Customer Services Manager, Customer Services Executive, Customer Success Consultant, Experienced Customer Services Manager and Experiences Customer Services Executive may be considered for this role.
