Customer Success Manager- VPZ
Newbridge
Permanent
40 hours per week
Office Based
Circa £35K DOE
We are seeking a dedicated and skilled Customer Success Manager (CSM) to lead our customer service and web sales team. This role calls for an enthusiastic, motivated professional who can take the initiative to propel our customer service and sales efforts forward.
Main Responsibilities:
* Build strong customer relationships as the primary point of contact for ongoing support.
* Lead customer onboarding and training to maximize product value and understanding.
* Provide prompt live chat support, ensuring quick and effective issue resolution.
* Monitor customer usage and engagement to proactively address needs and improve satisfaction.
* Identify and execute upsell/cross-sell opportunities that align with customer goals.
* Drive customer retention through regular check-ins and proactive support.
* Collaborate with internal teams to relay feedback and enhance customer experience.
* Analyse customer data for insights, tracking success metrics and customer health.
* Resolve issues and manage escalations promptly to ensure positive outcomes.
* Create and update customer resources like FAQs and knowledge base articles.
* Advocate for customers internally, ensuring their needs influence strategy.
The ideal Candidate:
* 3+ years in customer service & sales.
* 2+ years in people management.
* Excellent verbal and written communication skills.
* Confident and personable approach.
* Experience in lead generation.
* Previous experience working to KPI's and targets.
Reward:
* Competitive salary and benefits package.
* Opportunities for professional growth and development.
* A supportive and collaborative team environment.
* Up to 50% Staff discount.
* The chance to be part of an innovative and growing company!
If you feel you would be well suited to this role, hit apply now!
Job Types: Full-time, Permanent
Pay: From £35,000.00 per year
Benefits:
* Company pension.
* Employee discount.
* Referral programme.
* Store discount.
Schedule:
* Day shift.
* Monday to Friday.
Experience:
* Customer service: 3 years (required).
* Management: 2 years (required).
* Sales: 1 year (required).
Work Location: In person.
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