Customer Success Manager

Are you a fantastic communicator with an expert eye for detail..?  

Looking to be part of an amazing team who deliver outstanding projects for our customers..? 

Want an amazing career at a fast-growing, modern tech company...? 

Do you have 3 years' experience in a customer success role...?

About the role 

If you are a genuine 'people' person, love tech and want to engage customers with a brilliant software platform... we might have the job for you! 

We're looking for a Customer Success Manager to join our Customer Success team. You’ll be forging great relationships with our current customers, inspiring them with the benefits our system can offer and making sure they achieve real value from our system every day. You’ll be an ‘e-days e-xpert’ for our customers, offering guidance and ensuring they have a long-term engagement with our software. 

We’ll encourage you to grow and develop in your role and career, and support you to continuously look at ways to create top-notch working relationships with our customer-base. 

Your responsibilities will include: 

• Customer Champion – Acting as a point of contact for current customers, engaging key contacts with their e-days system and our business, with the aim of generating customer loyalty and retention; converting key contacts into brand advocates and encouraging individuals to provide references and testimonials.
• Delivering added value- Speaking to key administrators ensuring they are using the system to its fullest potential, increasing levels of user adoption, inspiring interest in our product development and scheduling demonstrations as necessary. 
• Developing accounts – Identifying opportunities for customer expansions and upsells. 
• Owning our customer portals – hosting unique and engaging webinars. 
• System Guru – Knowing our system inside and out so that you can problem solve queries with customers and shout about exciting new features and functionality (we’ll make sure you have lots of training to get to know the system!). 

• Providing support – Receiving and managing escalated support queries, conducting root cause analyse to propose solutions and recommendations. 
• Driving innovation – Continuously review and improve our customer success strategies to keep the e-days customer approach fresh and ahead of the pack! 
• Accurate data - Verifying and updating key contact information through our Salesforce system. 
• Team-player – Collaborating with our internal teams, especially our Support, Sales and Development teams, to make sure we’ve got a continuous flow of proactive communication. 

About you 

To help our clients get the best service you must: 

• Be really customer-centric, with a drive to deliver an amazing service at each interaction. 
• Previous experience of working within a Software as a Service (SaaS) business would be very helpful. 
• Be self-motivated, pro-active and have a ‘never give up’ attitude. 

• Have great experience in customer service, or software support would be really advantageous. 
• Be an excellent communicator in person, over the phone and in writing 
• Have a real passion for technology. 
• Have an understanding of web-based applications. 
• Have a solid knowledge of Excel and other MS Office applications. 

• Be a great problem-solver with strong analytical skills. 
• Be able to successfully juggle lots of different activities at once. 
• Ooze creativity and innovation in your approach. 

What you’ll get? 

• Opportunities to grow your skills every day, alongside an annual £1000 personal training budget.  
• A benefits package that includes flexible working, pension, and Reward Gateway. 
• A genuinely friendly and social working environment. 
• An opportunity to make a real impact in a small but growing, entrepreneurial company.