For over 40 years, we have been designing, building, and providing software and technology solutions for logistics, haulage, warehousing, and pallet networks across the UK. As part of the Kerridge Commercial Systems (KCS) family, we have strengthened our capacity for innovation and growth, while remaining true to our core values. Our team combines more than 150 years of hands-on experience in logistics and supply chain management with deep expertise in software development and a passion for driving the logistics industry forward. With over 3,500 users, we pride ourselves on continual product innovation, all developed in-house by our seasoned technology and logistics experts. We never take a one-size-fits-all approach each solution is tailored to meet individual customer needs with precision and efficiency. At Vigo, our industry professionals are constantly striving to improve every facet of our products and services, ensuring that our solutions represent best practices and cutting-edge technology. We are you. We, are Vigo Software. Happy Customers lead to retention of their business as well as turning them into advocates for the company which attracts new business opportunities. The Customer Success Team have the goals of acting as the advocate for the customer within the company and to develop a holistic view of all technical aspects of every customer. Customers Success will manage all issues affecting customer sentiment and work on plans to increase this. The Customer Success Manager will be responsible for driving success for customers in their region and influencing customer behaviour. Their mission is to increase sustainable proven value for both the customer and the company to increase customer sentiment and advocacy. To ensure that all customers have an exceptional experience whilst using the services that Vigo Provide. To manage a core team of Advocates and Trainers to maintain exceptional service levels. To provide management and customer MI. To focus on customer reviews and work closely with other departments in improving Customer Experience, Sales, Recurring Sales and expectations. Key Responsibilities: o Increase renewal rates and reduce churn o Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores o Drive new business growth through greater advocacy and reference-ability o Drive customer success strategies into the different Support Teams o Advocate for the customer within the company o Develop holistic view of Technical aspects of every customer o Work to define, monitor and promote compliance of Service Level Objectives and manage these across the different KCS teams. o Identify key performance metrics to understand customer technical health o Proactively Identify customers with low technical health and develop “get well” plans to restore their customer sentiment o Influence Customer Behaviour • Ensure that all customers receive an efficient, professional, high quality and consistent support in accordance with the Service Level Agreement. • Monitor and manage customer service delivery focusing on KPI achievement and call reduction. • Attend service review meetings with customers. Goal is to improve customer satisfaction and initiatives. • Improve areas or process that deal with quality, efficiency and appropriate cost prospective. • Manage SLA adherence and customer satisfaction from transition/ deployment through to on-going BAU service in line with contractual service levels and deliverables. • Go to person for escalation, general issues, enquiries and complaints • Influence customer behaviour to be how we want them to work through a variety of communication methods • Alert management team regarding any customer issues when necessary. • Develop a customer-reporting pack presented to customer base. • Build, improve and maintain both internal and external client relationships • Implement and manage service improvement initiatives • Review support tools available to customer. Implement any new policy and procedures to improve workflow. • Managing the training and onboarding of new and existing colleagues. Have a flexible approach to work. Ensure that training is documented, and training documentation is version controlled and up to date. Work with the sales and finance team to ensure all customers are billed correctly. Manage Project hours and costs. Quote for any additional services, change control and Training. Work with the Support team to identify customer weakness. Manage the customer onboarding process. Develop the customer onboarding process. Hold regular reviews with customers. Understand all Vigo Products to a competent level. Be proficient in IT products that Vigo use. Complete regular appraisals and One 2 Ones with Help Desk Team and Product Training Specialists. To ensure that KPI’s are hit and exceeded Skills, Knowledge and Experience : Bachelor’s Degree in a related field and a minimum 4 years relevant work experience. 4 years of experience managing multiple projects and clients. 4 years of experience working with external customers or partners in an organizational role. Computer skills including Microsoft Office, CRM software. Strong presentation and writing experience with ability to motivate a variety of audiences to leverage our solutions. Strategic thinking, able to grasp long and short-term goals with each client. Strong face-to-face, telephone and email communication skills. Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting A passion for IT. You will need to be continuously learning Vigo Services and capabilities, along with industry issues and trends. Proven ability to drive continuous value of solution(s). Detail oriented and analytical. Strong team player but still a self-starter. Thrives in a multi-tasking environment and can adjust priorities on-the-fly. Background in Logistics Must have excellent verbal and written communications skills. Be willing to travel. Understand the Logistics Industry. Work well as part of a team Able to manage their own time and diary Company Info Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively. Equal Opportunities KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted. If this role is of interest to you please apply online. Health and Safety The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work. Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment. To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes. LI-Hybrid