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Back to jobs Customer Success Manager
  • Reading, Berkshire
  • £60,000
  • (Permanent)
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This company is looking to recruit a Customer Success Manager to support the post-sales customer life cycle. Based in Reading, this rapidly growing organisation delivers CRM and business applications to growing and mid-market organisations.

The role requires a confident professional who will act as the main interface for all programme-related enquiries and build relationships with all relevant stakeholders as a trusted solutions consultant.. You must have a strong client engagement background.

Key Responsibilities:

- Customer retention.
- Identifying and articulating how solutions support customers achieving their strategic business goals.
- Understand the ‘health’ of customers, ensuring they grow into advocates.
- Custodian of company strategy towards value and product.
- Create policies and procedures that optimise the customer experience.
- Gather customer feedback, study other customer success programs and analyse customer data to identify the best practices.
- Establish policies to ensure consistent quality of service.
- Work with the Pre-Sales, Project and Sales Teams to facilitate a seamless customer on-boarding process, ensuring a smooth ‘go live’ and introduction for the customer from the outset.
- Work with customers to design their Customer Experience Programmes.
- Support Account Managers with customer renewals, proactively identifying and prioritising resources.
- Closely monitor adoption rates of assigned accounts; providing insight to customers and feed this back to the Sales and Marketing Teams.
- Work collaboratively with the Marketing Team to build customer testimonials and referrals.
- Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice.
- Manage handover from Sales Manager and manage according to perceived risk, potential growth, strategic value and renewal time frame adoption
- Bring in and involve consultancy where appropriate -find and explore (sales sell)

Desirable skills;

- Navigate and build relationships with senior decision makers
- Understand the clients’ business drivers
- Comfortable working in a post sales cycle environment
- Clearly spoken, articulate, numerate and presentable
- Ambitious and tenacious

The Company

Headquartered at Reading, United Kingdom, they deliver cloud-based CRM and business applications to growing and mid-market organisations, at an affordable price.

They value their customers and their aim is to make them more successful, which is reflected in everything they do. Their culture is one of co-operation, creativity and commitment. They are also very friendly and sociable - they have been known to have movie nights, company outings and plenty of cakes!

Package - £60k base + £5k car allowance + bonus + company benefits