Customer Success Manager

The client is looking for a Customer Success Manager to work a 12 month extendable contract based in Reading (Hybrid).

What you’ll be doing:

The Customer Success Manager is an individual contributor role within their Global Customer Success organization. The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a Customer Success Manager, you will contribute to growing the book of business by effectively utilizing resources and tools as well as supporting internal teams. Key activities include but are not limited to maintaining a healthy book of business through digital and transactional interactions, identifying and managing churn risks, discovering growth and expansion sales opportunities, supporting internal teams with back-office tasks and activities.

Essential job functions:

• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
• Initiate outbound interaction with the customers to address existing outstanding issues, renewals and churn risks or potential growth opportunities.
• Assist customers and local teams with billing queries and related activities.
• Assist customers and local teams with contractual amendments and related activities.
• Actively look for growth, referral, and expansion sales opportunities.
• Actively cooperate with related stakeholders and teams across the globe.
• Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution.
• Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
• Proactively manage renewals pipeline identifying and addressing potential risks.

What They’re looking for:

An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics; SaaS experience is a must with a clear understanding of what drives customer retention and growth, as well as strong willingness to develop further.

Requirements: 

• An experience and/or excellent understanding of Customer Success and/or Account/Relationship Management ideally with historical records of retention and growth of customer base (mandatory).
• An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment (mandatory).
• Fluent written and verbal communication in English are required (mandatory).
• Excellent communication, listening and analytical skills (mandatory).
• Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory).
• Excellent time management, organizational and prioritization skills (mandatory).
• General understanding about IOT products and solutions.
• Structured “can-do” approach to open matters and tasks in a demanding environment.
• Methodical and conscientious documentation skills.
• Willingness to develop while identifying opportunities over self-reflection.

Please note: This position will be inside IR35.