Do you have experience of leading a customer focused team, up selling and increasing software licences ideally in a SaaS environment for an SME? Have you rebuilt and transformed a technical support and services team to provide better customer success?
A leading provider of software globally is seeking a Customer Success Manager to lead a dynamic technical team, building a high customer retention rate and increase software licences to existing customers.
The key aims of this role are:
Maintain high customer retention
Increase licence and services sales to existing customers
Prompt on-premise customers to consider moving to our cloud service
Increase advocacy amongst our customer baseYou will need to establish this new function, born out of the previous technical support (2 people) and training (1 person) team. You will need to take existing, employees (3), and build the culture and business process to embed customer success within the organisation.
What will you be doing?
Build a pro-active customer success attitude and skills within the team and across the organisation
As the primary touchpoint for existing customers, build and maintain close relationships with them
Pro-actively identify and resolve issues with existing customers
Manage the support team to ensure that issues are resolved quickly, and opportunities realized
Onboard and upskill new customers
Customer training, content and documentation
Regular customer communication such as customer success stories, newsletters and release announcements
Manage initial customer requests for new features
Challenge, hold accountable and motivate your team members
Produce targets and achievements to measure your team against and allocate end of year bonuses against
Create a customer success plan and implement it. (including a 100 day plan from joining date) What do you need?
You have an enthusiastic personality, are excited by meeting clients and will go the extra mile
You have experience managing clients and developing relationships.
Have built and transformed a team
Experience within a fast paced, dynamic and entrepreneurial SME company
At least 3 years' experience either in a Customer Success, Account Management or customer service/support role in a SaaS company, working with a portfolio of clients.Although you will spend most of your time working from the office in Surrey, you will also travel to customer sites worldwide, mainly UK, Europe, Australia and the US. As they have a global customer base you will need to be flexible in your working hours to suit the customer's time zone.
What's on offer?
Base salary £55,000 - £70,000 dep. exp
Up to 10% performance bonus annual
20 days holiday rising on length of service + BH
WFH and office based at present
F4P Recruitment is an established Recruitment Consultancy, Surrey-based, providing a full recruitment solution of temporary and permanent staff within the Surrey and Hampshire area, over 4 divisions: Accountancy & Finance; Sales & Marketing; Business OfficeSupport; IT & Executive. You must reside in UK and be able to produce evidence of eligibility to work in UK. F4P Recruitment does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation. We are acting as a Recruitment Agency & are GDPR compliant