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Senior Customer Success Manager

£35,000 to £50,000
Job Type
6 Sep 2022

Our Client is a not for profit business who specialise in providing a well-being service to a range of SME and Large businesses. Established for over a hundred years they are great business to work for, offering a range of fantastic benefits too.

Duties for the role of Customer Success Manager:? Nurture and build long-term customer relationships by being the first point of contact for all queries, training, support and engagement ? Performing & documenting regular team meetings, 1-2-1's, performance reviews and personal development programs ? Co-ordinate team resource and training, including ensuring sufficient cover for holidays and sickness? Drive customer satisfaction, growth, revenue and retention by understanding the customers business and needs ? Support and proactively drive the CSM's to achieve renewal, cross and up-selling targets and deliver on customer's needs ? Working effectively and collaborating with the Commercial teams to ensure successful implementation and on-boarding of new and existing customers ? Gain a deep understanding of the customers needs and identify any cross and up-selling opportunities ? To be the voice of the customer , working collaboratively with marketing and products to capture insights via surveys, feedback sessions and conversations ? Conduct regular touchpoints and reviews via Skype, Zoom, Teams or Webinar calls to existing clients where applicable ? Where necessary to visit customers to deliver tender presentations, product demonstrations, support and promote products and services ? Closely monitor and measure key customer metrics in order to track product performance and customer satisfaction ? Analyse customer data (MI) and provide meaningful insights to evidence ROI and product value in order strengthen customer relationships and business opportunities ? To deal effectively with customer complaints according to Company procedures ? Maintain courtesy, professionalism and high standards of presentation in all communications with current and potential customersExperience required for the role of Customer Success Manager:? Minimum of 3 years team management experience? Significant account management experience including:? Strong customers service delivery? Achieving sales through service? Retention and managing contracts reviews? Establishing rapport and building strong relationships with customers? Managing, resolving and responding to complaints? Ability to work under pressure and achieve targets? Excellent administrator with ability to plan, organise and prioritise tasks? Exceptional interpersonal and communication skills, both written and verbal? Strong analytical skills with the ability to source and present management information? An enthusiastic and self-motivator? Desire to succeed? A focused individual and team player? Experience of insurance industry or the Occupational Health Industry

Working hours and Benefits package:

This is a Hybrid role, home 3 days and in the office 2 days a week. Monday to Friday 9am - 5pm

?Company Health Cash Plan ? 26 Days Holidays per year plus 8 bank holidays? Life Style Leave Day for moving house or for your child starting school? Eye test vouchers and vouchers towards the cost of glasses? Company Pension Scheme? Salary Sacrifice schemes ? Option to purchase up to 5 days extra holiday per year? Enhanced maternity and paternity leave

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  • Job Reference: 705445064-2
  • Date Posted: 6 September 2022
  • Recruiter: Midas Recruitment
    Midas Recruitment
  • Location: Birmingham
  • Salary: £35,000 to £50,000
  • Sector: Sales & Marketing
  • Job Type: Permanent