Senior Customer Success Manager / Technical Account Manager

Dudley, UK
11 Oct 2019
09 Nov 2019
Contract Type
Full Time
Job Title: Senior Customer Success Consultant

Location: Brierley Hill

Salary: £35,000 - £40,000 dependant on experience

Job Type: Full time, Permanent

An expanding, innovative software house with global growth plans based in the West Midlands, is looking for an experienced Customer Success Consultant to join their Customer Success team. The Customer Success function is focused on technical account management.

You will have a proven track record of successful technical consulting and guidance with the ability to support customers to optimise their solution use to achieve a high ROI and ensure high levels of customer retention.

Key Purpose:

Delivery of a consistently high-quality service which exceeds client expectations is critical to the success of the business. The Customer Success team play a vital role in this.

The key purpose of the role is to:
  • Use in-depth knowledge of the product set to proactively reach out to customers and ensure they are getting as much value from the system as possible
  • Deliver customer upgrades and the enabling of new features
  • Guide clients through new feature familiarisation with the overall goal of increasing Customer Satisfaction and reducing the possibility of churn
  • Working with Sales to identify opportunities for upsell and cross sell

Key Responsibilities:
  • Working with the earlier adopters of software on issues raised, and process through with development
  • Working with clients to identify any new functionality that they may find useful after their initial project has gone live
  • Training clients on new functionality
  • Clarifying a client's specifications, understanding their work practices and the nature of their business in order to ensure they are using the software to get the best results without large time investments
  • Liaising with key stakeholders of a client's organization including super user and executive sponsors and delivering regular review meetings
  • Presenting new functionality in written and oral reports
  • Helping clients with change-management activities
  • Liaising with Sales for upsell and customer funded Change Requests where new requirements are identified

Person Specification:

The Ideal Candidate will have:
  • 5+ years of familiarity of functional software within the Workforce Management (WFM) industry
  • Consultancy experience with an Independent Software Vendor. This should include the candidate's most recent role (Customer Success exp ideal)
  • Ability to learn and deliver comprehensive and detailed functional training of new items that complement the clients existing software configuration
  • Ability to communicate and work effectively with cross-functional teams to resolve client's issues
  • Teamwork skills & ability to work on own initiative
  • Effective Communication, relationship management and emotional Intelligence
  • Technical ability
  • Agility, Drive, output and performance under pressure
  • Ability to help define new process strategy of the Customer Success function within the company

Why join them?

The company believes that their people are key to their reputation for innovative solutions and quality service. They are very proud to be in receipt of accolades from Investors in People for Gold Standards, as well as Best Companies for their 1 Star performance for their commitment to measuring, recognising and improving their business engagement.

You will be working in a modern office with great facilities for work and rest. You will also enjoy a competitive salary along with taking advantage of the vast range of employee benefits on offer.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of: Support Analyst, Support Consultant, Software Implementation, SQL, Software Support Analyst, Software Implementation Specialist, Software Implementation Consultant, Software Implementation Engineer, Software Implementation Project Manager, Technical Account Manager may also be considered for this role.

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