Customer Success Manager - Commercial Property Management
£50-55k Basic plus bonus
2 days per week Farringdon, 3 days from home.
Must have work from home experience and worked in property management proptech solutions ideally with some exposure to commercial properties.
This person will act as main point of contact for customers
Must be personable, organised, proactive with a focus on relationship building and customer service.
The Company 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 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 seen growth of the company and this is expected to increase further over the coming years.
We prioritise the well-being of our employees as a cornerstone of our success. We believe that a healthy work-life balance, leads to greater productivity and job satisfaction. To support this, we offer a hybrid working environment and a comprehensive benefits package.
Our commitment to fostering a supportive and inclusive environment ensures that every team member can thrive both personally and professionally.
Role Overview
We pride ourselves on having, "absurdly happy customers" and our Account Management team play a pivotal role in maintaining high levels of customer satisfaction by fostering strong client relationships, ensuring customer satisfaction and driving the financial success of our property technology solutions.
Objectives Currently identified key objectives are:
- Develop and maintain strong, strategic relationships with customers in the PropTech industry.
- Act as the main point of contact for customers, understanding their needs and ensuring effective communication.
- Identify revenue opportunities and maximise software sales and services opportunities within our existing customer base. Further Objectives
- Support the activities detailed in the Account Management Strategy document.
- Implement and conform to standards and procedures set within the team and the wider company and take an active part in quality initiatives.
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 our software and service offerings.
- Demonstrate all 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 but also at customer sites throughout the UK and internationally.
- 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 Account Management pursuant to meeting company objectives.
Skills Business
- Possess sufficient property and accounting knowledge to be credible with any member of staff or customer about relevant business issues.
- Anticipate and understand customer needs in order to spot sales opportunities.
- An understanding of corporate accounting and double entry accounting.
Technical
- A solid working knowledge of MS Office.
- Exceptional verbal and written communication skills.
- Passion for ensuring customer success and satisfaction.
- Able to work well within a team.
- Ability to collaborate effectively with cross-functional teams.
- Displays a proactive approach to achieving results, high level of initiative and productivity.
- Ability to work under pressure, prioritise and meet agreed deadlines.
- Availability to travel nationally and occasionally internationally with overnight stays where applicable.
Task Management
- Awareness of all relevant issues and their priorities.
- Good planning, scheduling, monitoring and reporting skills.
- Rational and logical decision-making ability.
- Fosters the need to continuously improve quality ensure that all aspects of work are completed to a high standard