About XBP Europe XBP Europe is an innovative, forward-thinking provider of bills and payment process solutions. Leveraging an EMEA-wide footprint and proprietary technology and services, we are backed by decades of industry-relevant experience. Bills and payment processes are increasingly omni-channel and paperless. That’s where XBP Europe comes in. Our offerings enable seamless workflows and frictionless transactions. XBP Europe combines physical documents, digital data, and instant messaging to help organisations work smarter. As part of that, we help to gather, process, and refine valuable data for use in decision-making. Our digital transformation solutions enhance efficiency, cash flow, and end-user experience. We serve a growing client list throughout Europe. See why organisations of all sizes choose XBP Europe as a digital transformation partner, visit our website at www.xbpeurope.com Job Description Customer Success Manager -Hybrid-3 days in an office, Harlow CM195QS About The Role As a vital member of our team, the Customer Success Manager plays a pivotal role in ensuring the seamless delivery of high-quality products and services to our valued customers. Acting as the primary liaison between our company and customers, you will oversee the entire lifecycle of customer accounts, from implementation to ongoing management. Embracing our company's vision and core values, you will foster strong relationships with customers while driving operational excellence and identifying opportunities for growth. Essential Job Responsibilities Serve as the main point of contact for all customer interactions, managing overall account relationships and ensuring customer satisfaction. Provide expert guidance and support to customers, particularly in utilizing the integrated solutions offered by our Healthcare and Solutions divisions. Investigate and resolve customer issues and complaints promptly and effectively. Collaborate with Operations and Accounting departments to ensure accurate billing and invoicing for customers. Maintain detailed records of customer communications and interactions. Prepare and deliver comprehensive reports and business reviews to customers, covering various aspects such as project status, meeting outcomes, and risk assessments. Facilitate internal and external discussions on process improvements and drive initiatives to successful completion. Identify and capitalize on opportunities for organic account growth, meeting the qualifications for our CRM incentive program. Develop proficiency in the business processes and technologies underpinning our services, enabling effective collaboration with technical teams. Demonstrate a general understanding of relevant technologies and services offered by the company, aligning them with customer needs. Ensure adherence to contractual requirements to safeguard the informational assets of both the company and its customers. Proactively tackle challenges and adapt to new processes and technologies, displaying individual drive and initiative. Qualifications Bachelor's degree in a relevant field or or an equivalent combination of education and relevant experience is required. Proven experience in customer relationship management or a related role, preferably in the healthcare or technology sector. Strong communication and interpersonal skills, with the ability to effectively engage with customers and internal stakeholders at all levels. Excellent problem-solving abilities and a proactive approach to addressing issues. Demonstrated organizational skills, with the ability to manage multiple tasks and priorities effectively. Technical proficiency, with a solid understanding of business processes and the ability to grasp complex technologies. Ability to work independently with minimal supervision, displaying initiative and self-motivation. Flexibility to adapt to changing priorities and business needs. Physical ability to perform tasks such as sitting, typing, walking, and occasional lifting, as outlined in the job requirements. Benefits Referral Bonus Permanent Contract Paid Holidays Annual bonus plan Disclaimer XBP Europe prioritizes individual privacy and is devoted to safeguarding personal data. Our recruitment policy focuses on selecting the most qualified candidates based on merit and skills aligned with position requirements. Candidate information is handled in strict compliance with GDPR policies and relevant data protection laws. Read our GDPR policy here. XBP Europe is committed to creating a diverse environment. Qualified applicants will be considered for employment without regard to their characteristics or preferences. We provide equality, fairness and respect for all in our employment, whether temporary, part-time or full-time. We oppose and avoid all forms of unlawful discrimination including those known as protected characteristics. XBP Europe recruiters or representatives will only contact you by emails ending with xbpeurope.com or exelatech.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.