Location: St Albans
Salary: £38,000 - £45,000 Hybrid: Yes
Are you an experienced Customer Success Manager looking to join a rapidly expanding business that aims to invest and empower you whilst maintaining a friendly and supportive culture?
We are recruiting for an exciting new role where your dedication and integrity will be recognised with opportunity and progression whilst ensuring a healthy work-life balance.
Team member benefits include;
9-day working fortnight
Continuous professional development
Wellness & Employee Assistance Programme (EAP)
YuLife – The number 1 rated benefits programme
Death in service insurance
Salary sacrifice pension scheme
Quarterly one-to-one check-ins with your line manager
25 days holiday, plus Bank Holidays, increasing to 35 days (1 day extra per annum to 30 days and a further 5 days after 10 years)
A company culture that promotes work-life balance
Access to mental health care support
Team member of the month recognising outstanding contribution
Annual company day to share successes and strategic plans
About the role
The role is a customer focused leadership role driving the customer success team to ensure the highest level of customer experience is delivered. Look to drive and support the customer success team with there day to day roles striving to achieve departmental KPI’s and playing a crucial role in the success of the business.
Responsibilities
Department Management and Reporting: This role requires the ability to source, interpret and analyse departmental data from our CRM system to ensure effective performance of the customer success team.
Leadership: Be proactive, present and vocal within the office to help drive and support the customer success team in a highly reactive environment. Ensure key decisions are made quickly and effectively to help deliver unrivalled customer service.
Resource Management: Leading Customer Success Team to coordinate the engineering team to ensure timely and efficient scheduling of required works meeting our industry-set guidelines on response times and internal KPIs.
Administration Support: Provide administrative support to your team when required, including responding to emails and answering telephone calls to ensure the team's KPIs are met.
Communication: Be the main contact within the Customer Success Team for both internal departments and external stakeholders. Facilitate effective communication and collaboration amongst team members to get work done effectively and efficiently.
Internal Systems Management: Learning and understanding of the internal CRM system to ensure you are able to successfully fulfil all functions of this role.
External Systems Support: Learning and understanding our customer's third-party software’s used to manage their compliance. This will allow you to support the Key Accounts Department with customer queries.
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