Customer Success Manager - London, United Kingdom - Trace Solutions Ltd

Description

Trace Solutions pride themselves on having absurdly happy customers, and our Customer Success Managers play a pivotal role in maintaining those high levels of customer satisfaction.

They foster strong client relationships, ensuring customer satisfaction and driving the financial success of our Proptech solutions.

Key objectives for the role include:

• Developing and maintaining strong relationships with key customers in the PropTech industry.
• Acting as the main point of contact for customers, understanding their needs and ensuring effective communication.
• Identifying revenue opportunities and maximise software sales and services opportunities within our existing customer base.
• Building strategic relationships that make it difficult for competitors to break into the account.

KEY RESPONSIBILITIES

1. Client Relationship Management

• Develop and maintain strong relationships with key customers in the industry.
• Act as the main point of contact for customers, understanding their needs and ensuring effective communication.

2. Product Expertise

• Possess an in-depth knowledge of all Trace Solutions software and service offerings.
• Demonstrate all Trace Solutions software to an appropriate level and describe service offerings, providing ongoing support and guidance to our customers.

3. Account Growth:

• Identify, upsell and cross-sell opportunities to maximise account growth.
• Sell company products at current list prices unless authorised by a director.
• Collaborate with the Sales team to expand our footprint within existing accounts.

4. Issue Resolution

• Address and resolve customer concerns promptly, ensuring high levels of customer satisfaction.
• Work closely with Technical Support and Software Development teams to resolve any technical issues.
• Escalate instances of serious client dissatisfaction to the appropriate authority and monitor resolution.

5. Customer Feedback

• Gather customer feedback and communicate it internally for the continuous improvement of our products and services.

6. Reporting and Analysis

• Provide regular reports on the account status of our customers.
• Participate in user and advisory group meetings.
• Organise and lead account management meetings at the offices of Trace Solutions but also at customer sites throughout the UK and internationally, for which business expenses will be reimbursed.
• Ensure timely and accurate processing of customer invoicing and billing related matters.
• Any other appropriate ad-hoc duties assigned from time to time by the Head of Client Success pursuant to meeting company objectives.

About Trace Solutions

We are an employee owned PropTech company that has unparalleled experience in the field of property management solutions.

Based in Clerkenwell in central London, we supply and support around 300 organisations with our well-known TRAMPS, BlueBox, o6ix, Mojo and Estateman products.

With a complement of 60 staff, we're one of the leading innovators in our sector. Our products contain sophisticated tools to automate processes, analyse information, and integrate more effectively with other best-of-breed applications.

In recent years the development of the web-based Mojo brand and web apps that work seamlessly with our existing products, has led to significant growth of the company and this is expected to increase still further over the coming years.