Senior Customer Success Relationship Manager/Director

Talent Point
11 Feb 2018
16 Feb 2018
Contract Type
Full Time
Experienced Customer Success Relationship Manager - Software - Berkshire - up to £80k

My client offers the ultimate software supply chain solution to some of the most reputable high street retailers such as Tesco, John Lewis and Argos. However due to the flexibility of their product they are not constrained to the retail sector and have recently launched their solution in several NHS trusts who are immediately seeing the rewards.

The company, like every company could not exist without delivering the highest standard of customer service to its customers. We are looking for an experienced Customer Success Relationship Manager to head up the team and allow the Chief Customer Officer to concentrate on project driven work.

The Customer Success Relationship Manager will bring stability to the team, organising processes and ensuring they are followed, while ultimately growing at pace.

You will setup KPIs, particularly around adoption rates of the product. You will look for patterns, assess opportunities for improvement and optimisation, and think carefully about the end user experience.

It will also be important to setup metrics and monitor the performance of the CSM team, giving the CCO your direct report, confidence in the team and a quick oversight of the direction it is heading. Essentially, you will take over responsibility for the team's performance.

To facilitate this, you will be directly line-managing the CSMs within the team, providing appraisal and pastoral care. You will perform one-to-ones and monitor performance based on any KPIs as set up by you and the CEO. In line with your responsibilities to the team, you will also be responsible for hiring into the team, maybe as many as four new employees in the first six months, and their comfortable on-boarding.

Finally, there will be customer management and communication in the role. You will be interacting with stakeholders across the business and their customers, often to a very high level. You will need to manage these relationships and look for sales opportunities during these interactions, all the while insuring healthy, long-term relationships.

What we need from you
This is a role for someone with an analytical mind-set. We will be looking for someone who has interpreted data from a BA or BI to assess retention or adoption rates. You will be organised, capable of working autonomously and used to structuring your own day and workload.

As a data-driven manager, we would like to see some examples of your success, and how you measured it. Have you increased adoption rates or sales within your product? Have you solved a problem that was preventing retention among customers? Any examples like these would be viewed very favourably.

You will be a proven team manager and will have recently run a Customer Success team. You will have guided the team, giving direction and mentorship to those within it. This will have included setting up and carrying out performance reviews, instigating KPIs and using data to determine success.

We will also require experience having hired into your teams, either at your current position or previously. We would like to see someone who has grown a team, selecting and interviewing candidates, through at least two recruitment cycles.

In return for the above skillset you will command a salary of up to £80k (depending on experience) + Package.

Talent Point are a Hiring Communication business. We have designed and documented this vacancy alongside our customer and act as their sole source of applicants. Following a two-stage screening process that will include everyone who responds to this advert, we present a shortlist of three applicants for interview. Those on our shortlist can expect in-depth, accurate detail regarding the vacancy, a high chance of securing the position, pre-booked interview times to plan around in advance, no delays and complete transparency.
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd is an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law

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