Nottingham city centre - flexible working is available
Vacancy listed: 02/01/2025
Job Title: Customer Success Manager
Location: Nottingham City Centre – Flexible working is available
Contract type: Full time, permanent
Hours per week: 37.5 with flexible hours
Reports to: Head of Current Business
Background:
We are looking for a candidate to join the Current Business team at RDC in the role of Customer Success Manager (CSM). Working alongside the Head of Current Business (HCB), this role has responsibility for revenue and customer retention across the RDC range of products and services, with an initial focus on RDC’s Apex platform.
The successful candidate will be tasked with creating and implementing a strategy to deliver customer success across RDC’s user base. The ability to engage with product users across RDC's global portfolio and convey how our products add value to their day-to-day processes is absolutely essential to the role.
Application process and deadline:
Applications, consisting of a cover letter outlining your reasons for your interest in the post and a CV (max 2 pages) outlining your relevant skills and experience, are to be submitted in PDF format via the link below no later than Friday 31st January 2025.
If candidates use AI tools to assist with their application, we ask that this is made clear in their submission.
RESPONSIBILITIES:
Core Responsibilities:
1. Assisting in delivering the Current Business revenue budget
2. Increasing the client retention rates
3. Generating growth in product usage
4. Effectively engaging with accounts across a variety of touchpoints / mediums
Day to day activities:
1. Creating and maintaining client relationships
2. Notifying clients of product enhancements
3. Promoting the main use cases of RDC products
4. Monitoring and reporting product usage patterns
5. Identifying cross-sell and up-sell opportunities to communicate to the New Business team
6. Collating customer product feedback and communicating to the relevant stakeholders
7. Maintaining accurate records in company CRM system
Other Responsibilities:
1. Adhere to all policies and practices contained within the company manual
2. Adhere to the company’s equal opportunities policy in all activities.
3. Undertake such duties as may be reasonably expected
4. Treat all RDC and client data as highly confidential
5. Treat colleagues with respect
Experience, Qualifications and Skills:
1. A strong background in the air transport industry
2. 3-5 years’ experience of account management
3. A proven record of customer retention
4. Ability to develop relationships at user, manager and decision-maker level in organisations
5. Excellent verbal communication skills with a track record in B2B environment
6. Proficient with MS Office and video meeting tools such as Zoom, Teams and Google Meets
7. Familiarity with RDC products and services
8. Experience in B2B SaaS sales
9. Ability and desire to travel
10. Familiarity with Salesforce
Benefits:
* Annual bonus subject to company and personal performance
* 25 days holiday per year, plus bank holidays and birthday
* Pension scheme
* Healthcare (after 6 months of service)
* Personal charity budget
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