Customer Success Manager
- Location: St Albans, Hertfordshire
- Salary: £35,000 – £45,000 per annum
- Job Type: Full-time
We are looking for a Customer Success Manager to lead our customer success team and drive the highest level of customer experience. This leadership role is crucial to the success of our business and requires a proactive, supportive, and visible presence within the office operational team.
Day to Day of the role:
- Drive and support the customer success team to achieve departmental KPIs.
- Source, interpret, and analyse departmental data from our CRM system to ensure effective performance.
- Make key decisions quickly and effectively to deliver unrivalled customer service.
- Coordinate the engineering team to ensure timely and efficient scheduling of required works.
- Provide administrative support to your team, including responding to emails and answering telephone calls.
- Be the main contact within the Customer Success Team for both internal departments and external stakeholders.
- Facilitate effective communication and collaboration amongst team members.
- Learn and understand our internal CRM system, Simpro, and external systems such as Fixflow, Dwellant, Pronett & Service Channel.
Required Skills & Qualifications:
- A drive and desire to grow within a customer-focused environment.
- Willingness to learn about processes and products.
- Excellent customer-facing communication and interpersonal skills.
- Ability to lead a team and create a positive, friendly, and supportive working culture.
- High levels of self-motivation and organisation.
- Integrity and dedication to the role.
Benefits:
- 9 day working fortnight.
- Continuous professional development.
- Wellness & Employee Assistance Programme (EAP).
- YuLife – The #1 rated benefits programme.
- Death in service insurance.
- Salary sacrifice pension scheme.
- 25 days' holiday, plus Bank Holidays, increasing to 35 days.
- A company culture that promotes work-life balance.
- Access to mental health care support.
- Recognition through ‘Team member of the month'.
- Annual company day to share successes and strategic plans.