Manager Customer Success - Leeds, United Kingdom - BIGCHANGE LIMITED

BIGCHANGE LIMITED

Verified Company

Leeds, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Description

Leadership

Day to day, management responsibility for customers who are managed buy the CSA team. And management of the team itself including 1:1, team meetings, objective setting, and personal development plans
Effectively manage your team at all times, including their recruitment, assessment, engagement, and development
Be an effective point of escalation and resolution of customer complaints and team issues

Customer Obsession

Ensure smooth transition from Onboarding into Customer Success for all new customers under your control to ensure customers understand the BigChange customer journey and our approach to service
Complete closed loop process in relation to customer feedback provided through the CSAT surveys as well as output from the biannual Relationship NPS survey
Ensure value is maximised for all customers by measuring the customer feedback of both the CSAT and NPS feedback as well as feedback from customer engagement.

Invent & Simplify

Development and improvement of Customer Success processes to drive efficiency and improved customer experience
Collaborating with the Director Customer Success to drive business strategy and look for ways to innovate and enhance the BigChange service
Input into the BigChange product roadmap, through attending sprints and helping provide feedback around prioritisation

DeliverResults

Contribution to the management of the ISO9001 and ISO27001 Integrated Management System and associated accreditation process
Provide weekly reports detailing key customer metrics specifically around repeats, renewals, referrals and Totango data points
Manage Customer touchpoints across owned projects within your team to ensure that progress is being made and help with any roadblocks
Measure customer health and help team members create clear action plans for any accounts in poor or declining health
Development of KPIs and OKR's relating to Customer Success and delivery against those targets
Provide weekly insight into risks across customers ensuring action plans are in place to mitigate risk

Hire and Develop the Best

Recruit, develop and manage Customer Success team with a view to continuously improve the skills and delivery of this team
Ensure your team understands the company purpose, mission, values, and objectives and is committed to delivering these.
To always act in the best interests of BigChange (all employees)

Requirements:

Essential_
Conversant with SaaS technology and best practice
JobWatch functionality
Customer service and Customer Success understanding
3+ years of operational / quality management
Desirable_
Industry specific knowledge
Data insights tools (powerBI / tableau / similar)
Project management qualification / QBE

Benefits

27 days annual leave, increasing by a day per completed years service up to a maximum of 30 days.
An additional 4 gifted BigRecharge days, allocated once a quarter where we all take a paid day off to focus on our wellbeing.
Gym or zwift membership contributions.
Flexible working
Income protection and death in service.
Health care cash plan.
Enhanced family friendly policies from day one of employment with a £200 gift from BigChange on the arrival of a new baby.
Company events.
Learning and development opportunities.

BigChange is officially an Outstanding Company to Work For, according to Best Companies 2021. On the independent Glassdoor website, we have a 4.6 out of 5 rating.

We give talent the chance to progress and be rewarded. And we see the whole person, not just the employee.

BigChange employs over 200+ BigChangers. Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider.

In 2021, we secured £75million investment from Great Hill Partners to take our technology global.

BigChange is an equal opportunity employer.

We celebrate differences and support diversity, thriving on it to improve the lives of our BigChangers, our product, and our community.

We don't discriminate based on age; physical, mental, or sensory disability:

ethnicity; family status; sex; race; religion or belief; sexual orientation; gender identity and/or expression; marital, civil union or domestic partnership status; family, or parental status.

If you would like to be part of a talented team where your voiceis heard and your involvement matters, please join us.