Customer Success Manager

Recruiter
SOH
Location
London (Greater)
Salary
£40,000-£45,000 basic + £5,500 car allowance + bonus
Posted
02 Dec 2017
Closes
08 Dec 2017
Contract Type
Permanent
Hours
Full Time

Maternity cover, minimum 12 month contract, with potential to extend to permanent

We're looking for a phenomenal relationship building to help our clients get the most value from our services, develop and grow accounts and find new opportunities within them.

How you fit our role:

Your previous account/project manager experience will ensure you can hit the ground running, comfortably stepping in to pick up a diverse set of accounts.

You’re passionate about helping clients get value from what they buy, and enjoy finding ways to secure their interest in new solutions you’re keen to pitch (and deliver).

Because you understand how contact centres work and why ‘going digital’ is key, you’re quickly able to get to grips with our solutions and how they can optimise multi-channel customer service.

You’ll draw on your track of record on building and growing relationships (with commercial success!) to help foster new relationships to expand your accounts. You’re also used to working in a matrix-team, or multi-skilled team set-up, so you’re extremely effective at directing and ‘managing’ other team members, without formal line management authority.

You want a new challenge and are looking to play a big role, in a small and creative business that’s hell bent on growth.

Key responsibilities:

  • Running service kick-off meetings for new clients moving from implementation to on-going, retained service
  • Retaining and growing revenue in existing clients
  • Driving the adoption of soh services – current and new – within those clients
  • Managing existing (and developing new) multi-stakeholder client relationships
  • Reviewing the client’s multi-channel customer experiences and sharing ideas to improve e.g. voice, digital or written contact
  • Monitoring the usage of service and planning and driving the utilisation of those services
  • Identifying and creating new opportunities – increasing revenue for client accounts
  • Running discovery sessions and defining client solutions – at a high level – to outline the art-of-the-possible, with confidence and authority
  • Pitching new ideas and solutions - negotiating and winning business for those new solutions
  • Project management of implementation of new services into client accounts
  • Improving approaches and tactics to build relationships and revenue - to help soh determine the right communications and approaches to help clients leverage value
  • Running service reviews – checking-in on service performance, identifying opportunities and risks, defining soh services based on client’s roadmap
  • Negotiating and retaining contract renewals

Additional responsibilities:

  • Auditing customer multi-channel experiences and feeding back ideas and improvements
  • Attending pitch meetings to help secure new business and demonstrate capability

What we’re looking for:

  • Customer focus – a desire to always help customers meet their goals
  • Solution-orientated – goals, results and outcomes driven
  • Someone who can consult and be creative – able to generate ideas and solutions
  • Minimum 2 years project management experience
  • Solid commercial and negotiating skills – track record of building relationships to deliver real commercial value
  • Customer service, contact centre and digital know-how
  • Amazing people management abilities – can lead and focus small groups without the formal authority of ‘line management’
  • Able to adapt to different requirements, clients, projects and personalities
  • Excellent, clear communicator
  • Warm and friendly demeanour (objective, assertive and calm under pressure)
  • Advanced knowledge of Microsoft Office Programmes
  • Degree in a business, communication, marketing or relevant subject

Ideally you… :

  • Are multi-lingual
  • Have experience of using Salesforce CRM
  • Have previous experience of working in a communications agency or consulting firm
  • Have a project management qualification e.g. Prince2
  • Have solid, specific market sector knowledge and experience in the Utility, Financial Services or Retail sector

How we’ll measure your success:

  • Growth of revenue in clients
  • Increased usage/utilisation of services per client
  • Revenue from new solutions sold into clients
  • Quantifiable results and value delivered to clients (from new solutions implemented)
  • Client NPS (goal is >45) and positive feedback