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Back to jobs Customer Success Consultant
  • Princes Risborough, Buckinghamshire
  • £20,000 to £24,000
  • (Permanent)
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A Customer Success Consultant is required to join one of the leading providers of club management software, a market leader in the UK, Europe and Australia that is used by over 1000 customers.

As well as Club Management Software they provide Direct Debit Collection Services, Marketing, Referral Management and Retention Services, in a single, cloud-based solution, delivering tangible benefits to the Fitness and Leisure Industry.

Due to the level of sustained growth, they are recruiting another Customer Success Consultant to join the team.

In this role you will be responsible for:
- Providing remote, classroom and onsite training as well as developing new training resources and initiatives.
- Providing support throughout their implementation, creating a positive customer experience.
- Identifying the training needs of Clubs through the Health Check initiative, providing a degree of account management to help deliver agreed actions.
- Accurately capturing the customer’s requirements so that all modules, users and online facilities are setup in accordance with the customer's specifications.
- Ensure all new customers have completed all necessary forms, MSAs and other agreements at the start of the process.
- Prepare and dispatch customer welcome packs including up-to-date user manuals.
- Ensure that any required merchant applications have been facilitated during club set up.
- Plan and deliver of all required customer training, including pre-sale online joining training, in line with the needs of the customer.
- Work with other departments to resolve any bottle necks in the club set up process, enabling a seamless implementation that provides an excellent customer experience.
- Completion of all new setups within 28 days from start to finish.
- Collect, measure and monitor all customer feedback to continuously adapt and improve our implementation and training programs.
- Perform account management duties, when required, to ensure a good customer experience and maximize the customer’s utilisation of the company leading to improved retention.
- Conduct in-house training as necessary to show colleagues how to use new features and modules being released.
- Occasionally provide first line customer support to all customers in the UK when cover is required.

Required Skills
- Excellent client management skills, communication both verbal and written essential
- Excellent organisational, time management and prioritisation skills
- A self-starter and fast learner, able to take on responsibility and ownership of tasks and issues.
- Thrive on delivering and excellent customer experience at all times.
- Good reasoning, listening skills and common sense to extract key points quickly.
- Enjoys problem solving and reaching resolutions quickly and effectively.
- Computer literacy and familiarity with basic website and email technologies.
- Ability to work under pressure whilst remaining professional at all times.