Customer Success Team Manager

About Our ClientSRT Marine is a global leader in advanced maritime tracking and monitoring solutions. Headquartered in Bath, their innovative technologies empower organisations to enhance maritime safety, security, and efficiency. They are dedicated to delivering unparalleled customer satisfaction as they expand their footprint worldwide. Job DescriptionThe Customer Success Team Manager will be tasked with the responsibility and opportunity to have a significant positive impact on existing customers, in turn, having a wider impact on the maritime industry on a global basis!Key responsibilities include:-Building strong and trusted relationships with customers.Develop and implement customer success strategies to maximise client retention and satisfaction.Being the conduit between the customer and SRT to ensure that constructive feedback is provided to help define the product road-map.Understanding the customer's operational structure, to then develop the right plan on how they can fully maximise the benefits of the system based on their environment.Helping to define roles, processes and system settings to support and enable customer success.Creating and developing coaching programs to help the customer understand how to tailor the benefits of their system to their individual needs.Working with and leading a small regional team to help deliver the plan(s) effectively on a local basis.Generating and maintaining clear documentation that defines a customers operational goals, system configuration and operational processes.Able to travel frequently to customer sites in an international remit. The Successful ApplicantIn this role, the Customer Success Team Manager will provide deep expert knowledge to it's customers, adopt a consultative approach and be instrumental in driving operational efficiency's.The successful individual will also:-Have exceptional interpersonal skills, with the ability to work with multiple stakeholders at various levels.Have demonstrable experience of coaching and training individuals, ideally in a multi-cultural environment.Have excellent written communication skills and attention to detail; able to produce and maintain high quality documentationBe analytical in their approach and solutions focused.Demonstrable experience working with complex software systems.Able to participate in technical discussions with a range of audiences.Be able to work autonomously as well as within a team.Be a self starter, driven and tenacious!Provide strategic recommendations and improvement strategies based on their findings/experiences.Possess strong organisation, planning and time management skills.Lead from the front and be a true coach and mentor to your team!Be able to travel on an ad-hoc basis. What's on OfferOn offer is the opportunity to join a meritocratic organisation who are growing year on year. Not only is there a competitive package, there is the opportunity to make a real difference and a platform to grow and develop your career further.
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