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Customer Success Manager

Customer Success Manager

Job title: Customer Success Manager
Location: Plymouth (hybrid)
Industry: IT Managed Service Provider
Management responsibilities: Run a small team of Customer Success Executives
Salary: £30-40k


Overview

We are working with an established IT Managed Services Provider in Plymouth who are currently looking for an experienced Customer Success Manager to lead the Customer Success team and build on what is an already performing group.

You will need to be able to commute to the Plymouth office regularly as that is where the team is based, however there will be a hybrid split and a requirement for visiting enterprise clients within the South West, so a full driving license is also essential.


The Role

Managing a small team of Customer Success Executives, as the Customer Success Manager, you will not only bring energy and enthusiasm to the role, with the natural ability to quickly establish a rapport with your client stakeholders, but you will bring that same energy and passion as a leader of people, setting direction, supporting and coaching and to representing the Customer Success Team within the company's wider Management Team.

The Customer Success Manager will be working closely with some of the company's Enterprise Accounts


The role requires a candidate who is driven, solution focused, who can collaborate with internal and external stakeholders, and who has a proven track record of working within a fast-paced environment whilst setting goals and achieving high results.

The candidate should have strong interpersonal skills.


Whilst not a technical role, the Customer Success Manager will be expected to develop and maintain a strong technical understanding of the products and services which Acronyms provide.


The role is a mix of office and fieldwork.

You are expected to attend company meetings, client meetings and networking events across as required.


Duties & Responsibilities

  • Act as line manager to the members of the Customer Success

  • Perform routine employee one-to-one appraisals, as guided by company

  • Represent the Customer Success Team within the Management Team, briefing upwards to Senior Management and communicating company initiatives, decisions, plans and targets downwards to the Customer Success Team.

  • Ensure that members of the Customer Success Team are adhering to company procedures and

  • Support and actively participate in the recruitment and on-boarding of staff into the Customer Success

  • Generate progress reports for clients and Senior Management within the

  • Assist less experienced colleagues in relation to training and direction and identify and address training

  • Act as an escalation point for handling client complaints, addressing such matters in a calm, non-confrontational and courteous manner.

  • Take responsibility for ensuring follow-up actions in response to client complaints, employee appraisals and / or internal meetings are taken and that, where appropriate, timely updates are provided to Senior Management.


    • As a member of the Customer Success Team:



  • Discover and upsell/cross sell

  • Develop and maintain a sound technical understanding of products and services the company

  • Work closely with the Sales Team and liaise with the Technical Team on behalf of the

  • Remain diligent and ensure all contracts are renewed upon

  • Ensure that all clients receive services that are within their budget and meet their

  • Visit and host clients in order to form a close bond and foster a “can do”


    • As a member of the overall company:

  • Provide an exceptional service to the client and a positive relationship with your

  • Undertake training and to assist in training other or new members of staff as

  • Undertake other duties as may be required within the general scope of the

  • Work in accordance with all company procedures and


    • The Person

    Having the right attitude and approach to business is crucial.

    We believe strongly in our core values and expect every member of the team to embody them.


    You will be expected to provide an authentic, approachable and effective leadership style as well as applying this approach to customer relationships, to deliver an exceptional experience that goes beyond expectations.

    Your aim should be to create long-lasting relationships with clients and make a positive difference to their business, whilst making a positive difference to our business through strong leadership of the Customer Success Team and contribution to the Management Team.


    You must have;

    • A minimum five years' experience in a similar role OR in a Customer Success / Client Relationship Executive role with demonstrable leadership experience

    • A driving licence and willingness to travel

    • Exceptional communication and interpersonal skills

    • Organised and proactive

    • Driven and solution focused

    • Overall sound educational background

    • Basic IT knowledge (including all Microsoft packages)


    It would be beneficial if you have;

    • Experience of working within technology


    Salary & Benefits

    • £30,000 - £40,000 DOE

    • 25 days of annual leave, plus bank holidays, rising by one day per year after five years of service

    • Workplace pension and life insurance

    • Enrolment into the company's Vitality Healthcare Scheme

    • One day per year, fully paid, to volunteer and ‘give back' to a charity or local cause of your choice

    • Regular social events