Customer Success Manager

— Vibrant Software Agency

Description

• Rapidly Growing Software Agency
• £30,000 Basic + a Fantastic Commission Structure and lots of benefits
• Incentives include late starts, iPad’s and nights away!

My client is a small but fast-growing SaaS business based in the heart of Somerset.

They have been supporting organisations to win public sector work for over ten years and are a close nit bunch who work hard and play hard. Culture is key to their success have had consistent year-on-year growth and are looking to continue this success and are looking for their next team member to join us.

What you’ll be doing:

• To build on the above CS journey programmes – these include handover from sales; onboarding and remaining journey (up to renewal); interpret the data from the dashboard metrics and refine the messaging to ensure optimum engagement – working closely with your colleagues in Customer Success, Sales and Marketing
• Using our ‘health’ CRM application, Vitally, identify those ‘at risk’ and work with them to ensure they are driving success.
• Reviewing the metrics that make up the health of customer and continually look to improve our current process.
• Maintain thorough and accurate customer service records through our CRM applications.
• Support customers from day 1 by helping them get set up correctly on the software application, to ensure they receive value and never miss a relevant tender.
• Support the users directly over e-mail/ teleconference calls/live chat, helping to resolve their issues and teach them about the wider use cases, all whilst delivering an exceptional customer experience.
• To provide ideas to our marketing team on new webinars (from customer feedback)
• When required, to support the renewals team

What experience you’ll require:

• Due to the nature of this role, the ideal CSM candidate must have a strong track record in programme implementation preferably in a SaaS setting.
• Your interpersonal and communication skills will need to shine brightly across a variety of channels, particularly via phone and live chat.
• My client is looking for someone who will naturally offer empathy; a listening ear and genuine desire to ensure our customers are at the front of everything they do.
• The right person will need to be naturally inquisitive; works well under pressure, thinks out-of-the box, easily initiates relaxed but informative two-way phone conversations with customers, and is highly self-motivated and have a passion for all things SaaS and technology based.

What you’ll get in return for your talents:

The opportunity to join a great business with a close-knit team who are growing quickly with big aspirations.

This is a full-time role in a SaaS (Software as a Service) business with its office based in central Bath. They have a flexible approach with working from home, a competitive salary and an annual bonus based on performance outputs; Other benefits include cycle to work scheme; health package; pension scheme and a 25-day holiday package (excluding bank holidays). This is an open-ended role with the room to develop and grow with the business.

What next?

Click “apply” or get in touch with Tim for more information.