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- Tasks: Be the go-to advisor for key customers, ensuring they get the most from our software.
- Company: Join IRIS Software Group, a top UK software provider trusted by over 100,000 customers worldwide.
- Benefits: Enjoy a full-time role with opportunities for growth and development in a dynamic environment.
- Why this job: Make a real impact by helping schools succeed while working in a supportive and innovative culture.
- Qualifications: Looking for driven individuals with strong communication skills and a passion for customer success.
- Other info: Work with a diverse team and gain insights into the latest software technologies.
The predicted salary is between 36000 - 60000 £ per year.
Customer Success Business Partner Manchester, Slough or Leeds (Hybrid 2-3 days a week in office) Competitive + Commission Permanent full time We are looking for an experienced Customer Success Business Partner (CSBP) to join IRIS Software Group, supporting our market-leading accountancy software portfolio . As a CSBP, you will act as a trusted advisor to our key customers and strategic service partners, helping them maximise value from their IRIS solutions throughout the entire customer lifecycle. You will play a critical role in onboarding, adoption, retention, and growth, ensuring our customers achieve meaningful outcomes and long-term success. Working within the Customer Success Department , you will collaborate closely with Customer Operations, Sales, Channel teams, and senior leadership to deliver exceptional customer experiences for our most valuable accounts. Key Responsibilities Manage a portfolio of VIP customers , overseeing all products and solutions across each customer’s IRIS accountancy software portfolio, typically supporting customers with annual spend in excess of £50,000. Develop strong, trusted-advisor relationships with customers and strategic partners, including senior stakeholders, to understand their goals and guide them towards successful outcomes. Act as the primary point of contact for customers, strategically managing day-to-day communication, coordinating IRIS resources, and owning issue resolution and escalations. Oversee the end-to-end customer journey, including onboarding, implementation, Go Live Reviews, adoption, and ongoing optimisation to ensure rapid time to value. Drive product adoption, customer satisfaction, retention, renewals, expansion, and advocacy by aligning IRIS solutions to customer needs. Maintain a deep and continually developing understanding of IRIS products, services, and roadmaps, advising customers on the most relevant features and best practices. Create, maintain, and deliver Customer Success Plans for each customer and partner, using Customer Tracker dashboards and Gainsight to monitor customer health, create Calls to Action, and manage risk. Deliver Quarterly Business Reviews (QBRs) in collaboration with Account and Channel Managers to review performance, value delivered, and future opportunities. Review adherence to operational SLAs and ensure appropriate success plans are in place to address any areas of non-compliance. Act as the voice of the customer , providing structured feedback to internal teams to improve products, services, and the overall customer experience. Support NPS and customer survey processes, ensuring customers are aware of and engaged with feedback initiatives. Maintain a strong understanding of customer contracts, subscriptions, and terms and conditions to maximise value for both the customer and IRIS. Identify upsell and cross-sell opportunities and contribute to lead generation in partnership with Sales and Channel teams. Deliver Customer Success KPIs, including time to value, retention, lifetime value (LTV), and growth. Experience
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Business Partner
✨Tip Number 1
Familiarise yourself with IRIS Software Group's products and services. Understanding the software solutions we offer will help you engage with potential customers effectively and demonstrate your ability to be a trusted advisor.
✨Tip Number 2
Network with current employees or industry professionals who have experience in customer success roles. They can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss specific strategies for driving customer adoption and retention. Think about how you would approach onboarding new clients and ensuring they achieve their goals with our software.
✨Tip Number 4
Showcase your problem-solving skills by preparing examples of how you've successfully managed client relationships in the past. Highlight any experience you have with high-value clients, as this will resonate well with our needs.
We think you need these skills to ace Customer Success Business Partner
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Success Business Partner. Familiarise yourself with the key tasks mentioned in the job description, such as managing customer relationships and driving product adoption.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the role. Emphasise any previous roles where you've acted as a trusted advisor or managed customer relationships, particularly in software or technology sectors.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of IRIS Software Group's mission. Mention specific examples of how you've helped customers achieve their goals in past roles.
Showcase Your Product Knowledge: In your application, demonstrate your understanding of the products and services offered by IRIS Software Group. Mention any relevant experience with school management software or similar solutions to show you're well-prepared for the role.
How to prepare for a job interview at IRIS Software Group
✨Understand the Product
Before your interview, make sure you have a solid understanding of IRIS's products and services. Familiarise yourself with their school management software and how it benefits customers. This knowledge will help you demonstrate your ability to be a trusted advisor.
✨Showcase Your Customer Success Experience
Prepare examples from your past experiences where you've successfully managed customer relationships. Highlight instances where you drove adoption, retention, or resolved issues effectively. This will show that you can handle the responsibilities of the role.
✨Ask Insightful Questions
During the interview, ask questions that reflect your understanding of the role and the company. Inquire about their customer success strategies, challenges they face, and how they measure success. This shows your genuine interest in the position and the company.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss how you would approach common customer issues or challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical thinking and problem-solving abilities.
