Customer Success Manager – Crises Control

Role DescriptionWe are looking for a Customer Success Manager to join our team and provide a high quality service and after sales support to assist in winning and retaining customers.
LocationHead office, Wembley, London
RequiredUnrestricted right to work in UK
StatusPermanent / Full Time

Reporting lines

  • Reports to the Sales Management.
  • Regular interaction with the Managing Director, Chairman, Chairman’s PA, Marketing team, Website Editor, Graphic Designer, Head of Technical, App Dev team, Sales team, Service Desk.

Objectives

  • Working with all user types providing advice, training, and best practises/ lesson learned to help build proficiency of using Crises Control.
  • Highlighting and closing up selling opportunities within the client portfolio.
  • Obtaining consistent customer feedback as per defined procedures.
  • Successfully promoting the Crises Control brand to existing and new customers as a disruptive player in the emergency mass notification and crises management markets.
  • Working with Marketing to assist in promoting Crises Control to better penetrate existing markets and create new markets.
  • Supporting sales, Onboarding, training, and Crises Control customers.
  • Providing high quality demos and after sales support to assist in winning and retaining customers.
  • Creating and updating daily reports on all accounts being managed for onboarding, nurturing and upgrading.

Responsibilities

  • Develop and manage client portfolios.
  • Sustain business growth and profitability by maximizing value.
  • Analyse customer data to improve customer experience.
  • Hold product demonstrations for customers.
  • Improve onboarding processes.
  • Evaluate and improve tutorials and other communication infrastructure.
  • Mediate between clients and the organisation.
  • Handle and resolve customer requests and complaints.
  • Minimize customer churn.
  • Aid in product design and product development.
  • Influence in Product development – Drive new operational efficiencies and technical developments in partnership with the Technical Team.
  • Staff training – Lead training of Transputec staff in knowledge of Crises Control product, through the Transputec Academy.

Skills required

  • Technically savvy individual who has a strong drive for results.
  • Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively.
  • Knowledge and experience of creating and delivering online and face-to-face presentations and webinars, and a confident and articulate personal presentation style.
  • Knowledge and experience of engaging with senior members at customer sites, producing written proposals, persistence detail and tenacity in resolving issues and maintaining engagement with customers.
  • Experience in customer success and a proven track record in successfully doing so.
  • Experience of providing after sales support to customers, an eye for detail, persistence in resolving issues and in successfully selling-in additional services.
  • Communications or Marketing Degree.
  • Highly organized and able to multi-task.
  • Self-driven and proactive nature.
  • Excellent communication and interpersonal skills.
  • Demonstrate leadership qualities.
  • High computer literacy and ability to learn new software.
  • Knowledge of customer success processes.
  • Experience in document creation.
  • Patient and active listener.
  • Passion for service.