Customer success manager / Client Project Manager

Recruiter
Tria Recruitment
Location
London
Salary
£50000 - £60000/annum
Posted
09 Jul 2017
Closes
08 Aug 2017
Sector
Healthcare
Contract Type
Permanent
Hours
Full Time
Customer Success Manager / Client Project Manager - Paying upto £60K in London

Our central London based Client who provides software to the Pharma industry is currently recruiting for a Customer Success Manager (Client Project Manager) on a permanent basis.

The successful Customer Success Manager (Client Project Manager) will be responsible for managing relationships both new and old on behalf of the organisation.

Although you don't have to be super technical, an understanding of software development and similar products would be advantageous.

The most important aspects of this role are:

- Customer service focus

- problem solving

- can do attitude

- project management

- customer relationship management

- risk management

You will be responsible for the following:

* Drive agreement between the Customer my client and Partners on:

* What is the problem we are looking to solve?
* What is the solution we are agreeing to pursue? (Scope, Service Levels, etc. ) Agree pricing and timelines for any custom build and deployment.
* How will we measure success; benefit realisation and how will both organisations work together to quantify; define what the organisation measures and provides?

From Contract to Go Live:

* When required by Clients, drive design, build and test of any agreed custom solution or custom features
* Collect the desired Customer configurations for the agreed solution
* Drive coordination with Partner activities
* Drive deployment of the agreed solution to agreed timelines

* Drive resolution for customer's support requests
* Drive upgrades & migrations

* Collect & Report Success metrics
* Drive periodic account reviews (both internal and with customers) to understand solution adoption and the Success metrics
* Identify and drive resolution of customer concerns and/or the organisations process opportunities
* Identify and drive review of other (related) problems the client could help solve; Understand client problems in depth and manage advocacy through case studies, publications and User communities
* Drive customer input to Product R&D activities in time-bound manner
* Identify and drive realisation of customer partnership opportunities
* Capture end-user feedback on the product and service enabling meaningful enhancements
* Manage third party delivery Partners
* Communicate product information to customers (road-map, maintenance, etc.) with deadlines for input

If you feel you have the skills and industry relating experience for this opportunity then please apply now.

Regards,

Kevin King

(Apply online only)