Senior Customer Success Manager - Hybrid
Location: Milton Keynes, Buckinghamshire
Discipline: Office Professionals
Job type: Permanent
Salary: To £50,000 pa ote plus bens
Job ref: 49527297
Contact Name: Northampton Office
Contact Number: 01604 647100
Our client, a specialist supplier of tailored client managed services offers an exceptional opportunity for a customer centric individual to join their expanding services team. The company itself has gained an enviable reputation for the delivery of a high level of quality outsourced recruitment services to organisations and businesses throughout the UK.
This opportunity comes at an exciting time in the business' lifecycle. Reporting to the Customer Success Director, you will be the leader of a division of the customer success team supporting the smooth on-boarding of new customers, whilst providing management to their allocated Customer Success Team. You will also support the continued delivery of world-class service to existing customers through the achievement of the key measures of success.
This is a pivotal role to support the growth of the business and offers fantastic development opportunities.
Achieve fulfilment and cost reduction for customers, whilst maximising revenues for the business by achieving key measures of success on a continuous basis
Be a pro-active member of the Senior Leadership Team, working closely with the Customer Success Director to nurture and 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 our platform and other sources into actionable insights and improvement projects
Consider resource requirements based on new customers onboarding and 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 on-boarding of new customer accounts, working as a key project member for each implementation and key point of contact for the new customer
Work closely with the Customer Success Director to continuously improve the levels of service provided, achieving maximum fulfilment and cost reduction for customers.
Support improvements to customer satisfaction, utilising feedback from transactional and relationship surveys
Attend weekly and monthly customer meetings, both pre- and post- go live, including Quarterly Business Reviews - providing in-depth operational overviews of financial and service delivery performance
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
Drive the adoption of best practice processes with the review of current ways of working and integration of new working practices
Conduct weekly one-to-ones with direct reports (two), providing coaching, mentoring and driving team performance
Lead the recruitment and onboarding of new team members
Deputise for the Customer Success Director when required
Where necessary, attend the customer's offices or working locations
Candidate Requirements & Experience:
Be highly personable with excellent communication skills
Have excellent time management and project management skills. A project management qualification would be advantageous but not essential
Be tenacious and resilient in the face of challenges
Have proven experience of motivating team members and creating high-performing teams
Have previous experience of working in a senior management or leadership position (advantageous)
Be experienced in the delivery of change management programmes
Have worked within an IT/service delivery setting or as an Account Manager previously
Have a head for numbers and commercial acumen (essential)
Excellent MS Office knowledge
This role offers the successful candidate a competitive renumeration coupled with the opportunity to join a vibrant, fast paced commercial business. The company also offers excellent opportunities for both personal and career development.
For further details on this exciting opportunity, please contact us at one2one Recruitment.