Vivedia Sheffield, England, United Kingdom
Customer Success Manager
Location - Sheffield
Hybrid - 2/3 days in the office
Salary - £30,000
Interviews will take place at our Sheffield office on Tuesday 6th May & Wednesday 7th May
About the role
We are looking for a Customer Success Manager to proactively own and manage a portfolio of our key customer accounts, ensuring our customers feel our 'customer first' values in every interaction. Our Customer Success team helps manage the day-to-day customer experience, solving problems, driving commercial outcomes, and building great relationships to ensure customer satisfaction.
As a Customer Success Manager, you’ll be responsible for onboarding new customers, managing their experience, identifying and meeting customer needs to drive commercial outcomes and maintain retention. You’ll carry out partnership reviews, customer visits, and day-to-day engagement with your portfolio. You’ll also represent the customer within the business and liaise with different departments to ensure customer satisfaction.
Key Responsibilities
* Building and maintaining customer relationships through proactive customer contact/meetings (on the phone, online, in person)
* Proactive management of your portfolio using data and insight to steer the right activities
* Answering all day-to-day customer queries/complaints and liaising with relevant departments
* Onboarding new customers
* Managing customer health and NPS
* Keeping CRM and systems up to date
* Carrying out partnership reviews
* Visiting customers on-site at their venues
* Monitoring product usage
* Identifying upsell/cross-sell opportunities
* Training on system and products
* Achieving customer relationship targets and KPIs
* Fostering excellent internal relationships to achieve efficient solutions for customers
Experience Requirements
* Previous Account Management and/or Customer Success experience
* Experience managing a portfolio of customers, using data to drive activities
* Experience in customer service environments
* Strong communicator (written and verbal)
* Able to manage multiple priorities
* Good problem solving skills
* Ability to work in a fast-paced environment
* Proactive and efficient
* Clean Driver’s License
About us
We are Vivedia, the UK’s market leader in audio-visual services for significant events (weddings, funerals, citizenship ceremonies). We are innovators and disruptors in our field. Our head office is in Sheffield, with customers spread across the UK.
We care about having a positive, friendly, and engaging workplace, as that is key to delivering great customer service. Our team of 150 is our most important asset, and we’re officially one of the ‘Best Companies’ in the UK to work for!
We offer a range of benefits including:
* Performance Bonuses
* Learning & Development
* Free Tea, Coffee & Fruit
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service and Sales
Industries
Audio and Video Equipment Manufacturing
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