Customer Account Manager
£24 - £27K
08.30pm – 5pm (Hybrid working)
We are recruiting for a capable Customer Success Manager/Account Manager for our client who is one of the fastest growing care management software providers in the UK. Having put a lot of thought into their product, and are passionate about what we they do. They are a friendly bunch and there has never been a more exciting time to be part of the team.
JOB ROLE AND PURPOSE
In the role of Customer Success Manager, you will help our customers to succeed in their business goals through an excellent customer experience of products and services.
As the main point of contact for our customers, you will understand what business outcomes they want to achieve and help them to achieve that through use of products and services.
You will be their representative in the business, ensuring colleagues deliver services in a timely and effective manner to meet defined customer outcomes, continuing to improve the quality of service we provide in everything we do.
You will maximise the customer experience at every touch point a customer has with us by establishing and maintaining our customer “universe.” This will include capturing and saving all relevant information about the customer, their business, and our contacts there so that all teams have ability to triage, resolve or signpost at initial contact.
The maintenance of comprehensive records of all correspondence and agreements will be a vital part of your role, to enable effective correspondence in the future.
You will maintain continuous engagement over the customer lifecycle based on pre-defined communication plans. In doing so, you will proactively review customer accounts against their stated objectives, finding ways to improve their experience and informing them of our latest company news and initiatives.
You will manage all processes relating to our customer accounts to ensure they are provided with the level of service defined in our customer service charter.
Your role will be pivotal in developing long-lasting business relationships with our customers, ensuring they have a positive customer experience to aid retention and cross-sales of other products and services in line with the customer success strategy.
As a Customer Success Manager, you will be expected to meet success based KPIs, linked to Customer Outcomes.
You will uphold the brand values in every aspect of your role to ensure that company values are met through their service delivery.
THE MAIN RESPONSIBILITIES OF YOUR ROLE WILL REQUIRE YOU TO:
Secure high levels of customer retention and satisfaction. Create and deliver Customer Success Plans (CSP) for your customers
Maintain and develop existing and new customer relationships through planned individual account support, and liaison with internal order-processing staff.
Monitor progress against the CSP. Regularly report and check on customer status to highlight any potential future issues. Share useful content, guidance, and service updates to customers to ensure they meet their desired outcomes.
Manage the customer contract renewal process, securing retention and generating subscription price increases.
Ensure customers are receiving maximum value out of the software. Upsell additional training, hardware, and other appropriate available services to the customer.
Manage the full lifecycle of the software installation process. Liaising with all departments to ensure customer goals are met.
Manage the full lifecycle of the customer cancellation process.
Effectively handle customer complaints in line with SLAs Develop excellent customer relations, being the first port of call for all customer queries, feeding any changes or intelligence gathered back into CSPs for review Manage and process hardware orders.
Maintain and develop a CRM database. Monitor and report on activities and provide relevant management information.
Respond to and follow up enquiries by post, telephone, email, live chat, and personal visits. All other duties as deemed reasonable by your Line Manager required attributes and experience.
Personable Analytic ability to identify customer needs Previous customer service and sales skill experience Excellent organisational skill’s Impeccable organisational ability High level of proficiency in written and spoken communication Good IT and literacy Excellent presentation skills
REQUIRED ATTRIBUTES AND EXPERIENCE
Analytic ability to identify customer needs
Previous customer service and sales skill experience
Excellent organisational skills Impeccable organisational ability
High level of proficiency in written and spoken communication
Good IT and literacy
Excellent presentation skill
If you feel you have the relevant skills - please apply today .