Customer Success Director Customer Success · Southampton ·
Benefex Limited
Southampton
GBP 80,000 - 100,000
Be among the first applicants.
2 days ago
Who are Benifex?
We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. We believe no one comes to work to do a bad job or be actively disengaged, and that technology is instrumental in providing an exceptional employee experience. We are striving to create seamless but tangible interactions between employers and employees, making work a rewarding place for every single one of us. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in.
Why should you apply?
* Impact: Managing a multimillion-pound portfolio of global customers, the CSD will have a significant impact on both Benifex and our customers.
* Autonomy: Take responsibility for your portfolio and build relationships to deliver successful outcomes.
* Variety: Our CS team manages our entire OneHub product portfolio ensuring customers get the maximum value from everything we have to offer.
* Top 10 Employer, Sunday Times Best Places to Work Awards
* Work for a profitable, fast-growing market leader in the online reward and benefits space.
Please note we are unable to offer visa sponsorship and require people to be based in the UK or Ireland for this position.
Flexible work – choose a working setup that works for you; our only ask is to see you once a month in the office and you must be based in the UK or Ireland.
Your birthday off.
Healthcare cash plan to cover the costs of day-to-day healthcare.
Employee Assistance Plan 24/7 365 support.
Income Protection (75%) and life assurance (4x salary).
Enhanced parental leave package - 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave.
£50 monthly allowance to spend on whatever takes your fancy; your very own Benifex card will be topped up at the start of each month!
Role Overview
We're hiring for a Customer Success Director to join our Global accounts team. The Customer Success Director will manage a multi-million £ portfolio of circa 10 to 20 enterprise customers. Ultimately, the role is to facilitate a successful and long-term partnership with them. You will support customers with their strategy and help identify areas where Benifex can support by ensuring delivery of their desired outcomes to drive a positive customer experience.
Responsibilities
* Responsible for managing the relationship for a portfolio of customers ensuring the delivery of the desired customer outcome whilst providing an exceptional experience.
* Responsible for ensuring that the solution meets the agreed customer objectives from onboarding to annual renewal right through to contract renewal.
* To work with customers to understand and plan their future strategy and identify areas that Benifex can support with, including the upsell of other products/solutions and manage the relevant growth plan.
* Build strong customer relationships by performing regular meetings with customers to review performance, platform usage, Net Promoter Score (NPS), development items and advertise customer events. Online but preferably in person where possible.
* To provide the customer with thought leadership in relation to Reward/Employee Benefits/HR industry/Technology solutions.
* Collaborate and lead by example with other Benifex departments that have direct contact or influence over a customer's service, goals and experience.
* Responsible for customer advocacy by securing attendance at customer events and providing references for our sales and marketing teams.
* Champion customer feedback within Benifex – be the voice of the customer – to identify trends and support product development.
* Responsible for the contractual renewal and any RFP process within your own portfolio.
What are we looking for?
Skills and Experience:
* Extensive experience in customer success/employee benefits consulting.
* Experience in working with global enterprise customers.
* Previous experience working in B2B SaaS, with a preference for HR Tech or Employee Benefits experience.
* A proven track record of being able to identify opportunities to maximize the value of our employee benefits offerings and grow revenue in existing customers.
* Contract negotiation and RFP tender experience.
Core Competencies:
* Communication: Can influence and persuade others through effective communication. Can deliver impactful presentations and negotiate effectively.
* Customer Success: Can work strategically to support customer needs and exceed expectations. Can identify opportunities to improve customer engagement, satisfaction and loyalty.
* Organisation Skill: Can plan and organize complex tasks. Can coordinate, prioritize and schedule multiple work tasks across a team.
* Commercial Acumen: Analyses market trends, competitor activities, and customer needs to inform business decisions. Can develop and execute business plans and strategies to achieve revenue and profit targets.
* Relationship Building: Can build strategic partnerships and alliances. Can leverage relationships to enhance business outcomes and organisational reputation.
* Negotiation: Can strategically negotiate complex deals and build long-term relationships that can impact the organisation. Can influence and persuade others to reach agreement.
* Strategic Thinking: Can analyze market trends and identify opportunities. Can develop strategies to achieve business goals or address specific business challenges.
* Sales Effectiveness: Can build rapport with customers and identify their needs. Can implement advanced sales techniques and strategies to achieve sales targets.
Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow.
Benifex understands the need to have a fast and efficient process; the below will all be completed in the shortest time possible.
1. Initial informal call with the Talent team.
2. Online tests in numeracy and logical reasoning.
3. Interview with the hiring manager and a member of the team.
4. Final interview with the Director.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.
We are a proud member of the Disability Confident employer scheme.
If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.
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