Job Ref: 213767776

Date: 2021-05-17 13:10:10

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Our client has a permanent vacancy for a Customer Success Lead – Account Manager. You will engage with clients to ensure the successful deployment and ongoing management of integrated services – supporting adoption and demonstrating its ongoing value.

This critical role is focused on supporting new clients in their onboarding journey by engaging with HR teams in the launch and driving ongoing adoption.

Your success will be measured by the loyalty of the client (retention), the profitability of the account (efficiency) and the engagement levels of the programme (number of active users and activity levels).

In addition, the Customer Success Leads works with the rest of the organisation to uncover and feedback new ways to improve the product.

The Role

Manage successful onboarding programmes for new customers in line with the platform stack .

▪ Ongoing management of clients

▪ Align with the Customer Care Team to maintain service levels for the end users in line with SLAs.

▪ Ensuring that client records are maintained in Salesforce to protect data validity.

▪ Take ownerships of the commercials – understanding profitability and efficiency of operations.

▪ Sharing VOC inputs into the business in order to aid improvements.

The Person

▪ Extensive experience in a Relationship Management, Account Management or similar role

▪ Proactive interest in the development of Customer Success

▪ Exceptional communication skills, highly organized, collaborative and detail oriented

▪ Experience of building and maintaining strong professional relationships internally and externally

▪ Strong facilitation and influencing skills focussed on working to mitigate churn and drive engagement and renewals

▪ Empathetic, positive attitude with a desire to help our customers reach their goals

▪ Customer oriented – meets and exceeds expectations

▪ Demonstrates high degree of commercial awareness

▪ Multi-tasker

▪ Competent and confident with use and configuration of technology platforms

Beneficial:

▪ Experience working with SME or large customers

▪ Experience working in a SAAS model environment

Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available

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