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Customer Success Manager - Swindon

Posted 16/04/2021
£45,000 - £55,500 per annum
Full time

Customer Success Manager
Location: Field based role (2 days per week) covering London and the South West
Salary: Package of up to £55,500 (up to £45,000K + £5,500 car allowance) plus up to £10K bonus

You will be responsible for meeting with key business executives and stakeholders to develop long-term relationships with your portfolio of assigned clients and to ensure the client retention rate of 92%. You will provide support at the pre-sale stage with larger clients to introduce your role and post-sale you will liaise between clients and cross-functional internal teams to ensure the timely and successful onboarding and delivery of our solutions according to client needs.

* Operate as the lead point of contact for any all matters specific to your clients and deliver an adaptive and proactive customer relationship management approach
* Create a customer success roadmap to coordinate the onboarding process and handover to service colleagues
* Carry out detailed and planned agenda-driven account reviews with stakeholders and communicate updates to internal teams
* Build and maintain strong, long-lasting client relationships and maintain a presence throughout the client life cycle
* Maximise the use of your 3 days working from your home office (or our offices) to plan, prepare and actively contact your portfolio of clients
* Optimise your 2 days in the field carrying out agenda-driven client meetings
* Forecast and track key account metrics
* Identify and grow opportunities within territory and collaborate with internal teams to ensure growth/retention attainment
* Consistently deliver plus 1% to enhance the client experience and subsequent NPS ratings

Key performance indicators (subject to change in line with business needs)

* Financial
-Demonstrate an increase in annual contract value/total contract value.
-Increase revenue by optimising the guided selling approach to introduce additional products to clients.
* Client retention
-Attain your personal portfolio targets to achieve the overall 92% client retention rate.
-Increase Net Promoter Scores (NPS) in line with company goals and act upon valuable client insights to improve service delivery and ultimately client retention.
* Process
-Produce productivity returns by maintaining key account information and detail of your interactions with your clients using our internal and CRM systems.

The Person

The ideal candidate for our role will demonstrate the following skills and attributes:
* Proven field-based account management or other relevant experience in a volume-based SME environment
* Well-presented, confident, articulate, personable and well-motivated
* Demonstrate a resolution-based approach
* Able to demonstrate their proficiency in undertaking video call meetings as well as face to face interactions with clients
* Track record of meeting and exceeding targets/KPIs

Apply now!

2M Employment Solutions Ltd

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