Summary:
This is a unique opportunity if you’re passionate about technology. The Customer Success Manager (CSM) is pivotal in driving customer satisfaction and success by ensuring seamless adoption and optimal utilisation of Google Workspace, Microsoft 365, and emerging innovation technologies, such as AI solutions (Gemini & Co-Pilot). The CSM will be a trusted advisor, guiding clients through their digital transformation journey and empowering them to leverage technology to achieve their organisational objectives.
Key Responsibilities:
Relationship Management & Consultation:
* Establish and nurture strong relationships with key customer stakeholders, building trust and rapport.
* Conduct regular business reviews to understand evolving customer needs, challenges, and goals.
* Proactively identify opportunities to expand the use of Google Workspace, Microsoft 365, and innovative technology such as AI.
* Serve as a subject matter expert, providing strategic guidance and technical expertise on Google Workspace, Microsoft 365, and AI solutions.
Adoption & Optimisation:
* Develop and implement comprehensive adoption plans tailored to each customer's unique requirements and goals.
* Deliver engaging sessions in person or via online training platforms and workshops to educate customers on the features and benefits of Google Workspace, Microsoft 365, and AI technologies.
* Provide personalised support and coaching to drive user engagement and proficiency.
* Monitor customer usage and identify areas for optimisation, recommending best practices and strategies to maximise value.
* Collaborate with cross-functional teams (e.g., Sales, Support, Marketing) to ensure a seamless customer experience.
Innovation & Thought Leadership:
* Stay abreast of emerging trends and developments in Google Workspace, Microsoft 365, AI and other innovative technologies.
* Proactively introduce customers to new features and functionalities that align with their business needs.
* Share insights and best practices with customers to foster a culture of innovation and continuous improvement.
* Participate in industry events and webinars to represent the company and share thought leadership.
Customer Satisfaction & Retention:
* Track customer satisfaction metrics and proactively address any concerns or issues.
* Develop and implement strategies to improve customer retention and loyalty.
* Identify and mitigate churn risks through proactive engagement and targeted interventions.
* Collect and analyse customer feedback to identify areas for improvement in products and services.
Qualifications & Skills:
* Deep understanding of Google Workspace, Microsoft 365, and AI technologies.
* Excellent communication, presentation, and interpersonal skills.
* Strong analytical, problem-solving, and project management skills.
* Ability to work independently and as part of a team in a fast-paced environment.
* Passion for technology and a commitment to customer success.
* Experience with change management and user adoption methodologies is a plus.
* Industry-specific certifications (e.g., Google, Microsoft) are a plus.
* Experience working in or with the Education Sector is a plus.
Job Type: Full-time
Pay: £50,000.00-£70,000.00 per year
Additional pay:
* Bonus scheme
Benefits:
* Company events
* Company pension
* Free or subsidised travel
* Free Parking
* Life insurance
* On-site parking
* Private dental insurance
* Private medical insurance
Work Location: In person
Application deadline: 07/03/2025
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