Job Description
We are currently recruiting for a Customer Success Manager based in Birmingham who will focus on enhancing the experience of customers which result in customer satisfaction and retention.
Location: Birmingham
Length: Permanent, full-time
Environment: 50% hybrid working
Responsibilities:
* Ensuring the customer is informed and supported
* Raising and owning customer queries internally and through to resolution.
* Understand customer priorities and how to optimise their use of the Product platform.
* Contribute to the customer adoption of new features and releases
* Demonstrate that you own and manage the customer portfolios that you are responsible for
* Take responsibility for understanding new features and functionality of the company's products and the impact to customer success
* Represent the voice of the customer and provide internal feedback which will help influence the product development roadmap and supports changes where required
* Provide and contribute to information and reporting which support all elements of customer success, including agreed KPI’s, customer retention and customer reviews
Key Experience:
* Experience with relationship management
* Demonstrates the ability to build and maintain good working relationships with all stakeholders, internally and externally
* Contributes to new and innovative ways of working to drive and enable product knowledge, experience and sales
* Excellent communicator, confident and able to ask questions