At Elvis Eckardt Recruitment & Sales Solutions Limited, we're not just your average recruiters or HR professionals.
We're a team driven by passion, committed to revolutionizing the way you experience recruitment and HR.
With over a decade of hands-on experience, we've honed our craft and specialize in delivering exceptional Recruitment and HR Solutions to SMEs, Start-Ups, and even the industry giants like the Big Four.
Our journey started from the ground up, and that's what makes us stand out – we're a bootstrapped endeavour that's all about connecting with businesses and candidates alike on a personal level.
We understand that one size doesn't fit all. That's why our approach to recruitment goes beyond the mundane.
Our aim is simple, yet profound – to exceed your expectations and create tailor-made, practical, and memorable experiences for you, whether you're a client looking for the perfect addition to your team, a candidate seeking the next big opportunity, or a partner sharing our vision.
At the heart of our mission is the drive to add real value to your operations. We're not here to simply provide solutions; we're here to optimize your entire Recruitment and sales processes, helping you achieve your goals more effectively.
Whether you're curious and want to learn more, need help finding exceptional freelancers, require headhunting expertise, or are looking for executive search services, our comprehensive Service Portfolio is just a few clicks away here on our website.
Let's make this personal. Reach out to us today at hello@elvis-eckardt.com, and let's embark on this exciting journey together – where Recruitment and Sales Solutions meet a personal touch.
The Role
Job Title: Customer Success Manager (Consultant)
Location: Manchester, with hybrid working available (2-3 days per week onsite in Manchester)
Industry: Financial Technology (FinTech)
Job Type: Full-Time
PLEASE NOTE: THIS ROLE DOES NOT PROVIDE SPONSORSHIP
The Role:
We are looking for a proactive and skilled Customer Success Manager to join our growing FinTech team in Manchester. Reporting directly to the Head of Customer Success, this role focuses on maintaining high levels of client satisfaction, supporting growth opportunities, and delivering excellent service across all accounts.
What You’ll Do:
As a Customer Success Manager, you will work directly with clients to ensure they get the most value from our products and services. You will manage day-to-day client communications, support project initiatives, and play an active role in the success of our customer accounts. Your focus will be on enhancing client satisfaction, supporting upsell initiatives, and ensuring seamless collaboration between teams.
* Client Relationship Management: Manage relationships across a range of accounts, from junior stakeholders to senior decision-makers, ensuring consistent and positive engagement.
* Account Maintenance & Growth: Identify and support growth opportunities across client accounts by understanding and assessing client needs and preparing insights and recommendations to the Head of Customer Success.
* Project Support & Coordination: Work alongside the Head of Customer Success and team members to facilitate the implementation of new client initiatives and paid projects, supporting activities such as:
* Running client meetings
* Maintaining project documentation and tracking progress
* Addressing potential risks and coordinating across teams to resolve issues
* Delivering regular status updates to clients and internal stakeholders
* Client Support & Service: Monitor and provide initial responses to inbound tickets and queries within a 3-hour response time, ensuring a streamlined follow-up process. Collaborate with the team to ensure client queries are addressed efficiently and comprehensively.
* Client Engagement: Coordinate regular client touchpoints based on client categories, ensuring tailored communication strategies, preparation for meetings, documentation, and consistent follow-through on agreed actions.
Ideal Profile
What You’ll Bring:
* Customer Success Experience: Demonstrated experience in a customer success or client services role, ideally within a B2B SaaS or technology-driven environment. You are skilled at building and maintaining strong client relationships and have a track record of contributing to account retention and growth.
* - Strong analytical skills: Proven ability to quickly consume and assess new information and apply existing knowledge and problem-solving skills to clearly articulate opportunities and solutions.
* Top STEM/business degree and/or experience working in an analytical role for a top-tier technology, finance or management consultancy business.
* Communication Skills: You are an effective communicator who can adapt to various stakeholders, set up and facilitate client discussions, and convey complex ideas in a clear, concise manner across different channels.
* Organizational Skills: Proven ability to manage multiple tasks and maintain accurate documentation across numerous accounts, ensuring timely and reliable follow-up.
* Project Coordination: Experience in supporting project delivery and collaboration across internal teams and external stakeholders, with strong attention to detail.
* Resilience & Adaptability: Comfortable in a fast-paced environment, you thrive with autonomy and handle challenges with a problem-solving mindset. You are flexible and able to adjust to changing client and business needs.
What's on Offer?