Job Description:
As a member of the team, you will be responsible for the more complex, large or high potential customers where we may be facing bigger challenges in order to ensure the highest level of Customer Satisfaction. You will also be responsible for mentoring and managing senior Customer Success team members.
Responsibilities:
- Managing the customer relationship through a Customer Success Team
- You will own the commercial relationship (revenue retention and an appropriate growth expectation) with several
- customers, opportunities for value-add which are being identified, with the clear and speedy issue resolution
- You’ll identify ways to add value to your customers above and beyond our contracted interactions
- You’ll share those ideas across your peers to ensure that we are maximising value for all of our customers
- You should expect to spend lots of time with your customers for overall growth and expectations
- You will be allocated key/major customers, or those with whom we have significant future potential to make sure that
- we get major business opportunities by collaborating with them
- You’ll ensure that benefits of measurement are effective and in place in line with methodologies set by the head of Customer Success.
- You will be mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they in turn become Senior
Qualifications:
- Previously had direct ownership for the relationship with your customers and been responsible for ensuring they are satisfied with the service provided; you’ll be able to talk through lots of examples of difficult situations with customers that you were instrumental in resolving – ensuring customer satisfaction and retention.
- Have a good accent and exposure to international clients specifically US
- A good understanding of managed services and project delivery.
- Ideally, experience working with customers of all sizes and a mix of sectors.
- Proven and demonstrated ability to build great relationships with customers
- Experience of managing and meeting commercial targets.
Requirements:
- Adaptable: able to change tact or approach to ever-changing circumstances with a proven ability to priorities and plan
- An Influencer: you will drive behaviors and results in others at all levels and across the organization regardless of reporting lines behind our ‘customer advocacy’ approach.
- Commercially focused: you understand the nuances of revenue retention and growth, without compromising our margins.
- Collaborative: you don’t operate in silos; you break them down and make connections. Empire-building is not your thing.
- A Listener: You listen to your customers and to the people working with those customers and you should always look out for opportunities to enhance the experience of your customers or for ways to help them.
