Customer Success Manager

V3 Recruitment are working in partnership with our client who are based in Gosport.
We are looking for an experienced Customer Success Manager to join the successful team.
Office based Permanent Role - �40,000 - �47,000 per annum
Overall Objective:
The Customer Success Manager is responsible for ensuring the success and satisfaction specifically for our customer throughout their journey within the business. You will play a crucial role in building strong relationships with customer contacts, business sites, departments, and Geodis.
Key Responsibilities:
� Reporting to the Business Performance Director you will build and maintain a strong relationship with the customer acting as their primary point of contact for any inquiries, issues or escalations. By proactively engaging with all areas of the business to understand their goals, challenges and needs and to facilitate appropriate solutions and recommendations you will be a trusted face of the business for the customer.
� To take responsibility for continuing to build and maintain strong relationships with the customer by proactively engaging internally with Geodis and our internal Customer Service team, Warehouses, IT departments and all other departments in overseeing and troubleshooting, projects, product launches, new customer onboarding, challenges, and meeting and exceeding needs, and provide appropriate support and solutions.
� Attending customer review meetings ensuring information is captured effectively and shared throughout the organisation as necessary including managing and leading presentations at meetings in person and online.
� Gather customer feedback, understand customer satisfaction, and act as the voice of the customer within the company.
� Stay up to date with product updates, industry trends, and best practices to effectively support and advise.
� Analyse customer data, KPI's, PI's and reporting and usage patterns, and metrics to identify areas for improvement and provide insights internally and to customers for optimising their experience.
� Share feedback, and drive customer-centric initiatives working closely with cross-functional teams such as CST, our warehouses, Geodis, IT, Quality, and marketing to align on customer needs.
� Identify opportunities on new project requirements internally, raise change requests (CRF's) and scope documents etc as new requirements and issues arise.
Core skills:
� Commercial awareness and understanding the impact on the business and potential revenue.
� Customer focused with a passion for delivering exceptional customer experiences and ensuring their success.
� Excellent relationship building and interpersonal skills to establish rapport and trust with customers and colleagues.
� Managing client expectations and alleviating areas of concern.
� Ability to motivate individuals within other departments as necessary to deliver objectives/requirements within agreed timescales.
� Strong communication skills both verbal and written to effectively engage with customers and internal stakeholders at all levels.
� Excellent problem-solving skills and the ability to understand and analyse customer needs, identify bottle necks and solutions, and navigate complex situations to drive customer success.
� Ability to adapt and thrive in a fast paced and changing environment, multitask and prioritise effectively.
� Proven results orientated track record of meeting and exceeding customers' expectations and satisfaction goals.
� Understanding of the business and industry dynamics to provide strategic guidance and support to customers.
� Technical proficiency to track customer interactions, plan projects, create scope documents and report on data and metrics.
� Able to be a credible representative of the company with the in-depth knowledge of both the market and company.
� Good level of meeting literacy including Microsoft teams and any virtual meeting platform.
� Ability to communicate information clearly and concisely to individuals, adapting communication style, amount and format based upon the level of seniority and/or understanding of the audience. Including online and in person meetings with the customer and our warehousing teams as required.
� Highly organised and able to manage the varying tasks with excellent attention to detail.
� To be a team player who is flexible with the ability for maintaining focus on achieving the required objectives and to show resilience and take personal accountability.
� Good level of IT literacy, Microsoft Office (Power Point, Excel, Word, Outlook), SAP. Ability to learn different IT packages as required including bespoke inhouse systems.
Qualifications and experience
� Higher education award in business, marketing, or a related field. Additional certifications or coursework in customer success management is a plus.
� 2-5 years of experience in customer success, account management, or a related customer-facing role. If you are a passionate individual who thrives in a fast-paced environment, has excellent communication skills and enjoys building strong relationships with customers, we would love to hear from you. Apply now to join our team as a Customer Success Manager!
Job Types: Full-time, Permanent
Salary: �40,000.00-�47,000.00 per year
Benefits:
Company events
Company pension
Free parking
On-site parking
Schedule:
Monday to Friday
Work Location: In person