Job Ref: 215172214

Date: 2021-11-16 12:58:48

Apply Now

Customer Success Manager – Perm – £55,000 DOE – Amersham – Flexible working

Our client is currently looking for a Customer Success Manager to ensure they build, foster, and develop strong relationships with clients built on delivering exceptional expertise, quality and value. The Customer Success Manager will be expected to lead and build relationships with senior stakeholders, subject matter experts, and business process owners at multiple levels throughout and within the customer landscape.

Key Responsibilities for a Customer Success Manager

Accountable for ensuring we deliver on our contractual promises, servicing the client effectively whilst meeting our performance targets (scope, time, cost and quality).
Accountable for execution of project schedule working with internal project team on milestones which enable successful delivery to the above performance targets.
Accountable for ensuring client remains satisfied throughout relationship as projects are successfully delivered with responsibility shared across the functional teams.
Accountable for accurate Project Health updates which are used to manage Senior Leadership's expectations.
Accountable for monitoring client's communications through structured interactions including risks and issues, taking ownership of minimising risk and closing out issues promptly and satisfactory.
Accountable for co-ordination internal project team communications including management of risks and issues whilst ensuring minimal impact to client.
Accountable for client governance process ensuring stakeholder's needs are understood and met through Business as Usual and/or Strategic Effectiveness Meetings.
Accountable for timely responses to assigned support tickets and change control tasks.
Responsible for ongoing collection and analysis of data and feedback and turning this into strategies for continuous process improvement.
Responsible for managing own billable time and that billed to the client to ensure invoices are created accurately.
Responsible for tracking financial performance against contract and active management of any over or under spend with the client whilst looping in Business Development.
Continues to explore the client landscape looking for additional opportunities for services (upsells and cross sells) to be offered whilst looping in Business Development.
Accountable and a contributor to client and project start up documents as per SOPs.
Actively participates in the wider Customer Success Team, sharing and re-applying skills and knowledge and bringing in best practice.
Coaching and mentoring newer members to the Customer Success Team as competencies allow.Key Experience for a Customer Success Manager

Experience in a Customer Facing role
Experience with Trial Master Files
Experience in Managing within a commercial environmentPlease apply as directed

Apply Now