Senior Customer Success Manager - Milton Keynes, United Kingdom - Huntress

Huntress

Verified Company

Milton Keynes, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Title:
Senior Customer Success Manager - Full Time, Permanent

Salary:
£42-£53k (DOA)

Hybrid working

Duties:

Achieve maximum fulfilment and cost reduction for customers, whilst maximising revenue for the company by achieving the key Measures of Success on a continuous basis
Be a proactive member of the Senior Leadership Team, working closely with the Customer Success Director to create a high performing, engaged team of customer success professionals, who go over and above to achieve customer and corporate success
Translates available customer data contained within the platform and other sources into actionable insights and improvement projects
Considers future resource requirements based on new customers onboarding and customer spend
Manage at least two

Customer Success Managers:
performance management, sickness absence management, regular one to one meetings, appraisals, and all other people management aspects

Coach and mentor other members of the team and provide feedback to better service offerings
Act as a senior point of escalation for both internal and external stakeholders
Support the smooth onboarding of new customer accounts, working as a key project member for each implementation and key point of contact for new customers
Support improvements to customer satisfaction, utilising feedback from transactional and relationship surveys
Attend weekly and monthly customer meetings, including Quarterly Business Reviews
Drive the delivery of action plans to improve customer satisfaction through effective service delivery
Analyse weekly and monthly reports, identifying trends and conducting root cause analysis to promote a culture of continuous improvement
Conduct weekly onetoones with direct reports (two), providing coaching, mentoring and driving team performance to support the professionalisation of the team
Deputise for the Customer Success Director when required
Where necessary, attend the customer's offices or working locations

Experience Required:

Highly personable with excellent communication skills
Excellent time management and project management skills (a project management qualification would be advantageous but not essential)
Tenacious and resilient in the face of challenges
Proven experience of motivating team members and creating highperforming teams
Previous experience of working in a senior management or leadership position (advantageous)
Experienced in the delivery of change management programmes
Have a head for numbers and commercial acumen (essential)
Excellent Microsoft Office knowledge

Hours: 08:45am - 17:30pm Monday - Friday