Customer Success Manager

Customer Success Manager

Our client is an independently owned group of well-established businesses that specialise in the design, installation, maintenance, and monitoring of electronic life safety and security systems. This is an exciting opportunity for a Customer Success Manager to play a pivotal role in driving customer satisfaction and the overall success of the company.

Role Overview:
As the Customer Success Manager, you will lead a dedicated team to deliver an exceptional customer experience. You will support the team in their day-to-day operations, ensure departmental KPIs are met, and help shape the overall success of the business.

Department Management & Reporting:

• Utilise and analyse data from our CRM system to monitor and report on the performance of the customer success team, ensuring the department runs efficiently.

Leadership:

• Provide proactive, hands-on leadership in a fast-paced environment, making quick and effective decisions to deliver exceptional customer service. Be a visible and vocal leader within the office, supporting and motivating the team.

Resource Management:

• Oversee the coordination of engineering teams to ensure the timely and efficient scheduling of work, meeting industry guidelines and internal KPIs.

Administration Support:

• Step in to assist the team with administrative tasks such as responding to emails and phone calls, ensuring that all team KPIs are met.

Communication:

• Serve as the primary point of contact for the Customer Success Team, facilitating effective communication between internal departments and external stakeholders to ensure smooth workflow and customer satisfaction.

Internal Systems Management:

• Gain a deep understanding of the internal CRM system, Simpro, to manage and fulfill all duties effectively.

External Systems Support:

• Learn and support customers using third-party compliance management software (Fixflow, Dwellant, Pronett, Service Channel), assisting the Key Accounts Department with customer queries.

What's on Offer:

• Competitive salary: £35,000 - £45,000 per annum
• 9-day working fortnight
• Continuous professional development
• Wellness & Employee Assistance Programme (EAP)
• YuLife - The #1 rated benefits program
• Death in service insurance
• Salary sacrifice pension scheme
• Quarterly one-to-one check-ins with your line manager
• 25 days' holiday, plus Bank Holidays (rising to 35 days with service)
• A culture that promotes work-life balance
• Access to mental health support
• Recognition through Team Member of the Month awards
• Annual company day to celebrate success and share strategic plans

This is an excellent opportunity to join a company that values its employees and offers a supportive and dynamic work environment.
Click apply now or message me for further info.