Senior Customer Engagement Manager - Bristol, United Kingdom - activ8 recruitment

activ8 recruitment

Verified Company

Bristol, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Senior Customer Engagement Manager

£60,000 - £70,000

Remote based.

Company bonus

We are recruiting for a Senior Customer Engagement Manager who will be responsible for providing a value add service to high-value customers ensuring they get the best out of their investment in the suite of software solutions.

You will understand theircritical objectives and challenges and ensure any challenges they encounter during the delivery stage and throughout the contract term are dealt with appropriately.

As a customer advocate, you will work cross-functionally to manage or escalate issues, actingas a broker between internal and external parties and taking responsibility to bring matters to a successful conclusion.

Additionally, the senior customer engagement manager will play a pivotal part in shaping the future and culture of customer engagement within the business.

You will contribute to developing and maturing customer engagement processes and reporting toolkits;optimising onboarding journeys for new customers / new sales, reporting and processes and supporting the deployment of new customer satisfaction and feedback tools.

This company is an established provider of UX / CX digital transformation solutions with end-user in mind - this role focussed on public sector (local Gov) so experience of managing customer success in this vertical will be a distinct advantage.

Key responsibilities of the Senior Customer Engagement Manager:

Own engagement relationship with key high-value customers being their primary point of contact.
Work with the Sales team, Solutions Architects and wider Professional Services and Support teams to facilitate a seamless customer onboarding process.
Establish a trusted and strategic advisor relationship with customers and drive continued value of solutions and services.
Maintain a close awareness of your customer's landscape, challenges and bottlenecks, identifying potential issues within the accounts and working with the wider business to take timely and effective action to resolve them.
Establish, document and regularly report on critical goals and key performance indicators, working closely with the customer help them achieve these key metrics.
Lead regular customer contact, providing issue status updates, software release details, community event schedules and key solution performance metrics. Presenting outcomes and vision to customer key stakeholders up to Clevel.
Build existing relationships and establish relationships with new contacts within existing customers to further drive adoption and new business opportunities.
Work to identify and/or develop upsell or cross sell opportunities within the customer account and support contract renewal activity as requested by the Account Director team.
Work collaboratively with the Marketing team to build customer testimonials, case studies and referrals and support Community activities and campaigns to further grow customer engagement
Collaborate with the Training team in defining customer knowledge and skills outcomes, encouraging completion of software accreditation and software release knowledge updates.
Identify new metrics and feedback mechanisms for engaging with customers on a deeper level that can generate actionable insights.

Essential Prerequisites for the Senior Customer Engagement Manager position

3+ years of working in digital transformation with a focus on enduser UX / CX.
5+ years customer success or customer engagement experience in a software company
2+ years' experience refining success metrics and building new feedback toolkits.
Experience of establishing, developing and maturing customer engagement processes and reporting tools.

Desired Experience and knowledge:

2+ years working in or with public sector clients (software)
Working knowledge of digital transformation
Customerfacing account and/or project management experience with a focus on implementing SaaS solutions.
Experience of working with Lowcode solutions

In return we are offering:

- £60,000 - £70,000

Remote working
Company bonus
Additional benefits

This is a great opportunity for a customer focussed Customer success or customer engagement manager to join a mid-sized company with a great set of software solutions and a solid customer base in finance, healthcare and local government.