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Back to jobs Client Relationship Manager / Customer Success Manager
  • Newcastle upon Tyne, Tyne and Wear
  • £18,750 to £22,500
  • (Permanent)
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Fast track your career by joining a rapidly growing technology startup in the heart of Newcastle. They're building innovative products and platforms for software companies throughout the world and are looking for an exceptional Customer Success Manager to join their team.

As the first Customer Success Manager, you will be focused on building deeper business relationships with a group of approximately 100 key customers. You will be responsible for ensuring the success and longevity of each customer and increasing understanding of their requirements, business problems and future plans.

You should possess strong empathy skills and enjoy developing relationships with customers through an ongoing process of discussion and investigation. You’re a self-starter, always keen to improve processes and achieve goals. Ideally, you have a passion for new technologies and the drive and ownership to work in a startup environment.

KEY ASPECTS OF THE ROLE
- Onboarding new customers, ensuring a positive hand-over from the sales team and ensuring product adoption and understanding
- Providing a dedicated resource and advocacy for each customer throughout their lifespan
- Developing specific account plans for each customer and establishing a path to new opportunities and increased revenue
- Establishing system of feedback so customer needs can be continuously fed into other areas of the business, including product development
- Managing inbound customer communication and implementing a formal plan for customer support activities
- Building out customer profiles and create integrations with customer’s CRM
- Partnering with the sales and marketing teams to align activities with each customer’s business case and strategy

Many of your customers will be based in the US so your hours will be midday to 8pm, Monday to Thursday and 9am - 5pm on Friday.

WHAT YOU’LL BRING
- Exceptional people skills with poise and clarity under pressure
- Proven ability to achieve your goals in a customer-centric environment
- A self-starter with Intelligence and natural curiosity. You’re driven to constantly improve the way you perform your role
- 1 - 2 years in a client or account management position
- An ultra positive attitude, irrespective of the challenges of the day
- Exceptional phone and written communication skills (including listening, interpreting, writing), as well as organizational and time management skills.

ABOUT THE COMPANY
- A small, successful & close-knit tech start-up developing quickly in a fast-growth market
- Used to performing to a high standard and delivering great services to customers around the world
- Friendly, sociable and enjoy working together
- Hate standing still and are constantly developing new ideas and launching into new markets
- Based in fantastic modern offices in central Newcastle at The Core in Science Central
- All over Bacon Sarnie Monday, Sushi Friday, album of the week, Ping Pong mini league, Bake-Off Sweepstakes and Fantasy Football

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