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For Companies At a Glance
- Tasks: Engage with customers to ensure satisfaction and renewals while showcasing product value.
- Company: Once For All is a fast-growing SaaS company revolutionizing supply chain management for over 250k customers.
- Benefits: Enjoy wellness funds, private medical insurance, generous holiday, and ongoing professional development.
- Why this job: Join a dynamic team where your relationship-building skills can shine and make a real impact.
- Qualifications: 2+ years in Customer Success or related fields; strong communication and problem-solving skills required.
- Other info: Work in a supportive environment with fun team events and free snacks!
The predicted salary is between 28800 - 43200 £ per year.
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
Role Summary
The Customer Success Manager is responsible for ensuring our highest value customers renew each year. They do this by focusing on building relationships, showing the value of our product and re-engaging disengaged customers. The CSM is the first point of contact for our customers and is the face of our company.
Job Responsibilities
- Retain our suppliers by showing value of the product and service by running regular Business Reviews.
- Help our customers in using our technology over the phone and over email.
- Act as the voice of the customer and provide feedback to the Senior Management and to the Product team.
- Own the overall relationship with our customer base, which includes training, increasing adoption, ensuring retention, and ongoing satisfaction.
- Responsible for the relationships with the suppliers.
- Educate customers of the benefits of their membership and how to make the most of the product.
- Discuss pricing and membership needs with customers.
- You’ll follow up on both positive and negative customer feedback and support customers.
- Identify opportunities for upsell and cross-sell.
- Own the onboarding of new and returning high value customers.
- Collaborate with a wide range of internal stakeholders including Buyer Success and Sales.
Experience And Competencies
- Minimum 2 years experience working in Customer Success, Sales, Business development or Account Management.
- Relationship Building: Ability to establish and maintain strong relationships with clients, fostering trust and loyalty.
- Stakeholder management: Ability to manage senior and C-level stakeholders internally and externally.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
- Technical Proficiency: Strong understanding of the product or service, including technical aspects and features.
- Customer Onboarding and Training: Expertise in guiding new customers through the onboarding process and providing necessary training.
- Data Analytics and Reporting: Ability to analyze customer data and generate insightful reports to drive decision-making.
- Problem-Solving Skills: Aptitude for addressing complex issues in a customer-centric manner and finding effective solutions.
- Customer Feedback Collection: Skilled in gathering and analyzing customer feedback to improve products and services.
- Time Management: Ability to manage time effectively, prioritizing tasks to meet deadlines and ensure customer satisfaction.
- Empathy: Understanding and addressing customer needs and concerns with sensitivity and care.
- Renewal Management and Churn Prevention: Experience in managing account renewals and implementing strategies to prevent customer churn.
- Negotiation Skills: Confidence to negotiate commercially with the customers.
- Self-Starting: Proactively drive own success and customers’ success.
- Adaptability: Be comfortable and able to adapt to changes within the business.
- High-level of professionalism.
What We Offer
As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:
- Wellness fund or *Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 25 days holiday plus 8 Bank Holidays
- Ongoing continual professional development (CPD)
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea, Coffee and fruit every week – Basingstoke office.
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Customer Success Manager (Grade 2) employer: Once For All
Contact Detail:
Once For All Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Grade 2)
✨Tip Number 1
Focus on showcasing your relationship-building skills. In your conversations with us, highlight specific examples of how you've successfully built and maintained strong relationships with clients in previous roles.
✨Tip Number 2
Demonstrate your understanding of customer success metrics. Be prepared to discuss how you've used data analytics to drive decision-making and improve customer satisfaction in your past experiences.
✨Tip Number 3
Show your adaptability by sharing instances where you've successfully navigated changes within a business or adapted your approach to meet evolving customer needs.
✨Tip Number 4
Prepare to discuss your negotiation skills. Think of examples where you've effectively negotiated terms with customers, ensuring both their satisfaction and the company's interests were met.
We think you need these skills to ace Customer Success Manager (Grade 2)
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Success Manager position. Understand the key responsibilities and required competencies, such as relationship building and communication skills.
Tailor Your CV: Customize your CV to highlight relevant experience in Customer Success, Sales, or Account Management. Emphasize your ability to build relationships and manage stakeholders effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of the SaaS industry. Mention specific examples of how you've helped customers in previous roles.
Showcase Your Skills: In your application, clearly demonstrate your problem-solving skills, technical proficiency, and ability to analyze customer data. Use metrics or examples to illustrate your impact in previous positions.
How to prepare for a job interview at Once For All
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, your ability to build and maintain strong relationships is crucial. Prepare examples of how you've successfully fostered trust and loyalty with clients in your previous roles.
✨Demonstrate Technical Proficiency
Make sure you have a solid understanding of the product or service you'll be working with. Be ready to discuss its technical aspects and features, and how they can benefit customers.
✨Prepare for Customer Feedback Scenarios
Think about how you would handle both positive and negative customer feedback. Be prepared to discuss your approach to gathering and analyzing feedback to improve products and services.
✨Highlight Your Problem-Solving Skills
Be ready to share specific examples of complex issues you've addressed in a customer-centric manner. Show how you found effective solutions that benefited both the customer and the company.
