JB349: Customer Success Manager
Location: St Albans, Hertfordshire
Salary: £35,000 - £45,000 per annum
Overview:
First Military Recruitment are currently seeking a Customer Success Manager on behalf of one of our clients. Working for a company that designs, installs, maintains, and monitors electronic life safety and security systems.
Our client encourages applications from ex-military personnel; however, all candidates will be given due consideration.
Duties and Responsibilities for the Customer Success Manager:
1. The role is a customer-focused leadership role driving the customer success team to ensure the highest level of customer experience is delivered.
2. You will look to drive and support the customer success team with their day-to-day roles, striving to achieve departmental KPI's and playing a crucial role in the success of the business.
3. This role requires the ability to source, interpret, and analyze departmental data from the CRM system to ensure effective performance of the customer success team.
4. Be proactive, present, and vocal within the office to help drive and support the customer success team in a highly reactive environment.
5. Ensure key decisions are made quickly and effectively to help deliver unrivaled customer service.
6. Lead the Customer Success Team to coordinate our engineering team to ensure timely and efficient scheduling of required works, meeting our industry-set guidelines on response times and internal KPI's.
7. Provide administrative support to your team when required, including responding to emails and answering telephone calls to ensure the team's KPI's are met.
8. Be the main contact within the Customer Success Team for both internal departments and external stakeholders.
9. Facilitate effective communication and collaboration amongst team members to get work done effectively and efficiently.
10. Learn and understand the internal CRM system to ensure you can successfully fulfill all functions of this role.
11. Learn and understand customers' third-party software used to manage their compliance, supporting the Key Accounts Department with customer queries.
Skills and Qualifications for the Customer Success Manager:
1. Applicants would ideally be from the industry, but if not, they would need to have managed a reactive team of scheduling coordinators in a service industry.
2. You will have a drive and desire to grow within an extremely reactive customer-focused environment.
3. You will have a willingness to learn about both processes and products to fulfill the role at the best of your ability.
4. You will be a great team player with excellent customer-facing communication and interpersonal skills to lead a team to ensure the most efficient and effective support is delivered to customers.
5. You will need to be supportive, visible, and lead by example within the office operational team to create a positive, friendly, and supportive working culture.
6. All aspects of the role must be performed in line with the business's values by providing unrivaled customer experience and professional service to our clients.
7. The position requires high levels of self-motivation, organization, and must be performed with integrity and dedication.
Benefits for the Customer Success Manager:
1. 9 day working fortnight.
2. Continuous professional development.
3. Wellness & employee assistance programme (EAP).
4. Benefits programme.
5. Death in service insurance.
6. Salary sacrifice pension scheme.
7. Quarterly one-to-one check-ins with your line manager.
8. 25 days' holiday, plus bank holidays, increasing to 35 days (1 day extra per annum to 30 days and a further 5 days after 10 years).
9. A company culture that promotes work-life balance.
10. Access to mental health care support.
11. Team member of the month recognizing outstanding contributions.
12. Annual company day to share successes and strategic plans.
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