Customer Success Manager

We are looking for a motivated individual with extensive knowledge HGV logisitcs, data and planning.

Reporting to the Senior Key Account Manager, the Customer Success Manager’s primary role is to manage the delivery of world-class service by developing a team of a high-performing Customer Success Executives. The Customer Success Team’s aim is to achieve maximum fulfilment and cost reduction for their customers, whilst maximising revenue for Matrix by achieving key Measures of Success.

The role will be shared between Milton Keynes and Lutterworth On Site and will be a visible customer advocate, demonstrating a can-do attitude and continuously raising the bar to achieve all performance based targets.

In this role you must be able to:

• Work closely with the Senior Key Account Manager to nurture and create a high-performing, engaged team of customer success professionals, who go over and above to achieve customer and corporate success
• Manage a team to include: performance management, sickness absence management, regular one to one meetings, appraisals and all other people management aspects
• Act as a point of escalation for both internal and external stakeholders, taking ownership of issues to ensure a swift response is provided
• Support the smooth on-boarding of new customer accounts, working as a key project member for each implementation and key point of contact for the new customer
• Be committed to achieving the right outcomes for our customers – ensuring all key performance targets are met, highlighting challenging areas and working with the Customer Success Executives to ensure consistent levels of service are provided
• Attend weekly and monthly customer meetings, both pre and post- go live, including Quarterly Business Reviews – providing in-depth operational overviews of financial and service delivery performance
• Be responsible for the administration and delivery of action plans to improve customer satisfaction through effective service delivery
• Analyse weekly and monthly dashboards, identifying trends and conducting root cause analysis to promote a culture of continuous improvement
• Be responsible for making changes to rates when required, working closely with the Business Management Team to ensure all commercials are correct at all times
• Ensure that weekly audits and quality monitoring take place to ensure consistent high standards of service are delivered
• Drive the adoption of best practice processes with the review of current ways of working and integration of new working practices
• Conduct weekly one-to-ones with direct reports, providing coaching, mentoring and driving team performance to support the professionalisation of the team
• Where necessary, attend the customer’s offices or working locations
• Other tasks as required

To be successful in this role you will need to:

• Have extensive experience with data, planning and logistics
• Have proven experience of motivating team members and creating high-performing teams
• Be highly personable with excellent communication skills
• Have excellent time management and organisational skills
• Be tenacious and resilient in the face of challenges
• Have worked within an IT/service delivery setting or as an Account Manager previously
• Have a head for numbers and commercial acumen (essential)
• Be comfortable using MS Office
• You must be able to commit to working at Milton Keynes and Lutterworth on site (split days)
• Driving License essential

Job Types: Full-time, Permanent

Pay: £32,000.00-£36,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Gym membership
• Health & wellbeing programme
• Life insurance
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Lutterworth