Customer Success Manager

 

Main characteristics

Location

Buckinghamshire

Company

Altitude-Recruitment Limited

Salary

£45000 - £55000/annum

Employment type

Permanent

Category

Personnel / Recruitment

Job summary

A fantastic opportunity to join a tech company in Milton Keynes offering recruitment solutions. Reporting to the Customer Success Director, this role will lead a small team, managing performance management, sickness and absence management, providing regular one to one meetings. Nurture high-performing individuals, engaging with professionals, offering coaching to achieve customer satisfaction, continued delivery of world-class service for their customers.

KEY RESPONSIBILITIES:

Be a pro-active member of the CS Senior Leadership Team, working closely with the Customer Success Director to nurture and create a high-performing, engaged team of customer success professionals, who go over and above to achieve customer and corporate success
Manage at least two Customer Success Managers: performance management, sickness absence management, regular one to one meetings, appraisals and all other people management aspects
Coach and mentor other members of the team and provide feedback to better service offerings.
Lead the recruitment and onboarding of new team members
Deputise for the Customer Success Director when required
Act as a senior point of escalation for both internal and external stakeholders
Work closely with the Customer Success Director to continuously improve the levels of service provided, achieving maximum fulfilment and cost reduction for customers, whilst ensuring all potential revenue is achieved
Support improvements to customer satisfaction, utilising feedback from transactional and relationship surveys
Achieve maximum fulfilment and cost reduction for customers, whilst maximising revenue for Matrix by achieving the key Measures of Success on a continuous basis
Translates available customer data contained within our platform and other sources into actionable insights and improvement projects.
Consider future resource requirements based on new customers onboarding and customer spend.
Support the smooth on-boarding of new customer accounts, working as a key project member for each implementation and key point of contact for the new customer
Attend weekly and monthly customer meetings, both pre and post- go live, including Quarterly Business Reviews providing in-depth operational overviews of financial and service delivery performance
Drive the delivery of action plans to improve customer satisfaction through effective service delivery
Analyse weekly and monthly reports, identifying trends and conducting root cause analysis to promote a culture of continuous improvement
Drive the adoption of best practice processes with the review of current ways of working and integration of new working practices
Where necessary, attend the customers offices or working locations

To be successful in this role you will need to:
Have proven experience of motivating team members, driving engagement and positive culture and creating high-performing teams
Have previous experience of working in a senior management or leadership position, providing coaching and mentoring to team members, delivering fair and real time feedback, facing into difficult conversations and actively owning and driving people processes.
Be highly personable with excellent communication skills
Have excellent time management and project management skills. A project management qualification would be advantageous but not essential
Be tenacious and resilient in the face of challenges
Be experienced in the delivery of change management programmes
Have worked within an IT/service delivery setting or as an Account Manager previously
Have a head for numbers and commercial acumen (essential)
Excellent MS Office knowledge Altitude-Recruitment acting as an Employment Agency and Employment Business