Customer Success Manager

In this role you will be part of the Customer Success Commercial & Retention's Team, sharing the collective responsibility of growing my clients revenue contribution in line with the UK & International revenue targets as well as increasing retention for small to medium-sized businesses.

Client Details

My client is a Fortune 500 worldwide payment technology and software company based in Leicester.

Description

The responsibilities of a Customer Success Manager include:

• Be accountable for the CS&S Commercial & Retentions team delivering its financial
  contribution commitments.
• Have a deep understanding of your numbers, and use
  data to inform the decisions you make to inform and influence our stakeholders
• Drive a reduction in attrition by increasing customer retention through commercial
  negotiation, product upsell and contract extension
  ●Take ownership of delivering success of a portfolio of medium-sized and SME
  customers by being proactive you will help our customers get the most value from
  their relationship with us through understanding and adopting new products and
  services as well as providing insights to encourage them to meet their goals
• To be able to track and meet individual and team retention targets whilst maintaining high customer standards and balancing workloads.
• Work closely with my clients customers' key stakeholders to understand what success means to them and how our products and services underpin that success. Build success plans that mirror our customers' goals and drive, measure and review progress
• Build relationships with a number of stakeholders within the team portfolio to aid in delivering our goals of growing revenue, retaining customers and creating advocates
• Maintain a cadence of communication and regular reviews with customers discussing trends, sentiment and success factors as well as identifying opportunities for product and service expansion

Profile

The successful Customer Success Manager will include:

● Proven experience in retentions and commercial negotiations

● Good verbal and written communication over the phone - the ability to listen, understand, influence and inspire

● A positive and energetic, accountable and passionate individual that goes the extra mile for our customers and makes sure they have a great experience overall

● The ability to adapt fast to a changing workload and when things don't go quite to plan, and take responsibility for your own success

● Good commercial acumen with the ability to handle commercial negotiations with medium-sized and SME customers

● To be able to effectively handle objections relating to account closures and attrition risks

● Experience of engaging with and developing positive and productive relationships with stakeholders in our medium-size and SME customers and a track record of managing commercial and/or technical escalations to successful outcomes ● To be able to manage expectations for queries that are resolved outside of the team

● The ability to use data to identify and quantify retention risks and take timely, positive actions to mitigate those risks and secure those customers ● Ability to work in a fast-paced, multi-tasking team and manage multiple workloads

● A clear view on what teamwork means to you as this

Job Offer

The benefits of a Customer Success Manager include:

• Very competitive basic salary
• Pension
• Free parking
• Annual bonuses
• Amazing company culture
• Opportunities t o progress within the business