Job Details

Customer Service Manager - UK (SOFTWARE COMPANY)

London, United Kingdom
  • Employment Type: Direct Hire

Our client, a fast-growing e-discovery software company, is seeking a Customer Service Manager for their office in London. This role will require someone who can build and nurture collaborative relationships with the company’s clients to drive strong user adoption, customer satisfaction, and value. The Manager will be the trusted adviser responsible for ensuring that new and existing clients derive value from the platform and ultimately renew and grow their relationship with the company. This role will be managing the entire post-sales process including onboarding, training, adoption, support, renewal, and relationship building. The ideal candidate will possess exceptional oral and written communication skills that show enthusiasm, energy, and poise; will be comfortable in a fast-paced environment that requires strong time-management skills; and will have a record of success and experience working with enterprise-level accounts. Send resumes to [email protected]

Position Description:    

  • The Customer Success Manager will build and nurture collaborative relationships with clients to drive strong user adoption, customer satisfaction, and value
  • Will be the trusted adviser responsible for ensuring that new and existing clients derive value from the platform, the Manager will become a product expert, have a deep understanding of customer goals and use cases, and build strong relationships that help turn clients into advocates
  • With enthusiasm and clarity, will coach and educate clients on how to best leverage the product, troubleshoot questions related to the platform or underlying client data, and ensure that clients are successful and delighted by their experience; will also be responsible for driving the renewal process and identifying opportunities for growth for your clients

Roles and Responsibilities:

  • Manages the entire post-sales process, from onboarding, training, adoption, support, renewal, and relationship building
  • Ensures an exceptional experience for all customers and works to ensure product adoption and relationship growth
  • Tracks account health to identify churn risks and work proactively to eliminate that risk
  • Increases retention and revenue growth with regular check-in calls, QBRs, and top of class support
  • Helps provide coaching and training to improve adoption of company’s products
  • Prioritize opportunities and provides the best customer experience
  • Acts as the voice of the customer by providing and synthesizing feedback for product team
  • Tracks, manages and drives resolution of escalations with client and internal resources
  • Contributes to scalability of the Success team with documentation and process optimization
  • Works with the rest of the Customer Success team to develop industry leading processes and best practices for delivering success to clients
  • Partners with sales to ensure renewal and expansion opportunities are identified and closed

Qualifications:

  • Exceptional oral and written communication skills that show enthusiasm, energy, and poise
  • Comfortable in a fast-paced environment that requires strong time-management skills
  • A record of success and have experience working with enterprise-level accounts
  • Has owned a book of business and executed strategies to maximize renewal value
  • Exceptionally organized, detail-oriented, and process driven, and can successfully manage multiple competing responsibilities at the same time
  • Ability to work with technical and business teams to get things done
  • Possesses love of technology and understands how it's best used (SaaS experience preferred)
  • Industry experience is a plus, but not required
  • BA/BSc required
     

Interested in this job? Get in touch.

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