Job Ref: 215685361

Date: 2022-01-28 17:46:28

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The Client

Our client provides the technology to enable hospitality venues to interact with their customers through one solution. Their ground-breaking mobile app and solutions platform delivers increased opportunities for both consumers and businesses. They are a dynamic mobile technology company specialising in the innovative use of mobile and cloud technologies to simplify and speed up consumer/merchant interaction.

This is an excellent opportunity to join the team as they continue to grow the business. Currently, they have approximately fifty staff and are heavily recruiting now, for the future, moving forward.

They are seeking to employ a Customer Success Manager as soon as possible.

The Role

Our client is looking for a Customer Success Manager who can represent them and take on the challenge of being the interface between the company and its customers. The successful candidate will own the relationship with a portfolio of clients on their network but the responsibilities of the role will not be isolated to external stakeholders, as the role would also include managing a clear feedback pipeline from partners and end-users into our product team so it can inform future product decisions.

Our client is a fast-paced start-up business and the successful candidate will be:

• Thrilled by the prospect of owning their partner relationships and space within the team, supporting a platform used by hundreds of venues across the country

• Adopting a consultative approach in order to shape the approach to the requirements of the account

• Data-driven, to ensure product understanding and usage are maximised within their customer sites

• Required to adopt a hands-on approach, with a readiness to engage in activities outside of the formal job role

Responsibilities

1. Managing and nurturing the relationships within the portfolio by maintaining weekly contact, focusing on business requirements, their product performance and consumer usage. Key focus on customer satisfaction and ultimately retention

2. Command a detailed understanding of their products in order to provide platform training, translating this to the needs of the venues and working closely with the support & product teams to ensure a seamless service experience

3. Recognising and seeking out commercial opportunities from your customer base and work with both their sales and project team to deliver

4. Work closely with the creative and product teams to ensure that venue and consumer needs are being considered and understood

5. Being a part of and driving success within, a collaborative team of dedicated, engaged and experienced customer success managers who grow their relationships with their venues

6. Work with all business stakeholders to ensure the customer success team and its goals align with the overall targets and objectives of the business

Required Skills and Experience

• Above all – be customer-centric and show a proactive mindset

• Take a data-driven approach to understand what a client requires and help to forecast potential risks

• Must be an inherent problem solver – understand the importance of finding solutions with high impact and low effort wherever possible

• Possess strong communication skills and be comfortable collaborating with other teams, having an eye for detail and spotting potential gaps or issues for our users and partners

• Skilled in complaint handling – using this to subsequently turn challenges into opportunities

• Have a deep understanding of food & beverage or hospitality operation

• Able to account manage a portfolio with clear growth targets and ensure customer retention (preferably for a similar platform business/industry)

• Display strong communication skills with an understanding of internal and external stakeholders

This is a fast-paced company with lots going on, presenting a challenging agenda for the future. It is also an incredibly rewarding company in which to work and this role presents an opportunity to make a difference to the organisation and move it forward significantly

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