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For Companies At a Glance
- Tasks: Manage daily operations and ensure high-quality service delivery for key contracts.
- Company: Join We Are Group, a dynamic company focused on client success across various sectors.
- Benefits: Enjoy hybrid work options, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a collaborative team that values quality, efficiency, and continuous improvement.
- Qualifications: Experience in customer service or operations is essential; strong communication skills are a must.
- Other info: Opportunity to work closely with clients and contribute to meaningful outcomes.
The predicted salary is between 35000 - 45000 £ per year.
Hours: 37.5 hours per week
Location: Friars House, Coventry / Hybrid (3 days on site, 2 days remote per week)
Reports To: Head of Customer Success
Salary: £35,000 - £45,000 per annum DOE
JOB PURPOSE
As a Customer Success Manager at We Are Group, you will be responsible for overseeing the day-to-day operations and delivery of key contracts, ensuring services are delivered to a high standard across a variety of sectors. You will play a pivotal role in supporting operational success, reporting, and client engagement. Working closely with internal teams and stakeholders, you will help ensure that contractual obligations are met, client satisfaction remains high, and performance metrics are achieved.
CORE ACCOUNTABILITIES
- Operational Oversight
- Oversee the daily operations of assigned contracts, ensuring services are delivered in line with agreed KPIs and SLAs.
- Monitor and coordinate internal processes to maintain consistent service quality.
- Collaborate with delivery teams to ensure contractual requirements are understood and met.
- Proactively identify and help address operational challenges as they arise.
- Customer Success and Support
- Support the Head of Customer Success with client-facing activities, including preparing reports, data insights, and attending client meetings.
- Take ownership of any internal or external complaints received to ensure they are reviewed and managed to an outcome in line with contractual requirements. Ensure that communication with clients is clear, timely, and consistent.
- Assist with the documentation of meeting outcomes, action plans, and updates.
- Contribute to building positive working relationships with client contacts through reliable operational support.
- Reporting and Insights
- Collate data and performance metrics to support regular reporting and internal reviews.
- Provide insights and analysis to inform improvements in service delivery.
- Maintain accurate and up-to-date operational records, including risk and issue logs.
- Financial and Contract Support
- Assist with tracking contract performance against financial and operational targets.
- Work closely with the Accounts team to support accurate reporting and forecasting.
- Contribute to identifying opportunities for cost-effectiveness and improved value delivery.
- Team Collaboration and Support
- Work collaboratively with colleagues across departments to ensure cohesive service delivery.
- Support training and onboarding for team members involved in the contracts.
- Promote a team culture focused on quality, efficiency, and continuous improvement.
- Governance and Compliance
- Ensure operational activities align with We Are Group policies and relevant industry standards.
- Support audits, reviews, and compliance checks as required.
- Contribute to maintaining high standards of confidentiality and data protection.
- Safeguarding
- Act in accordance with We Are Group’s safeguarding policy, promoting safety and well-being for all stakeholders.
- Record and escalate safeguarding concerns following internal procedures.
- Complete mandatory safeguarding training and promote compliance within the team.
REQUIRED COMPETENCIES AND BEHAVIOURS
- Essential
- Experience in contract support, operations, customer service, or account coordination roles.
- Understanding of working within or alongside public sector contracts.
- Strong organisational and communication skills.
- Competence in preparing reports and handling performance data.
- Ability to manage competing priorities in a dynamic environment.
- Collaborative mindset with a focus on practical problem-solving.
- Proficient in Microsoft Office and CRM tools.
- Desirable
- Experience working with government agencies, legal institutions, or outsourced service models.
- Background in high-growth or fast-paced service delivery environments.
- Analytical skills with the ability to identify trends and propose improvements.
Customer Success Manager employer: We Are Group
Contact Detail:
We Are Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) and service level agreements (SLAs) relevant to customer success roles. Understanding these metrics will help you demonstrate your ability to oversee operations effectively during interviews.
✨Tip Number 2
Network with professionals in the customer success field, especially those who have experience with public sector contracts. Engaging in conversations can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled client complaints or operational challenges in the past. This will showcase your problem-solving skills and your ability to maintain high client satisfaction.
✨Tip Number 4
Stay updated on industry trends and best practices in customer success management. Being knowledgeable about current developments will allow you to speak confidently about how you can contribute to We Are Group's goals.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, operations, and contract support. Use keywords from the job description to demonstrate that you meet the essential competencies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your skills align with the responsibilities outlined. Mention specific examples of past experiences where you've successfully managed client relationships or operational challenges.
Showcase Your Analytical Skills: In your application, emphasise your ability to analyse performance data and provide insights. Include examples of how you've used data to improve service delivery or client satisfaction in previous roles.
Highlight Team Collaboration: Demonstrate your collaborative mindset by providing examples of how you've worked effectively with cross-functional teams. Mention any experience in training or onboarding team members, as this is a key aspect of the role.
How to prepare for a job interview at We Are Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Success Manager. Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) that are relevant to the role, as this will help you demonstrate your knowledge during the interview.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your experience in contract support, operations, or customer service. Be ready to discuss how you've successfully managed client relationships and resolved issues, as these are crucial for the position.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss how you've tackled operational challenges in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and ability to propose improvements.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to customer success and how they measure client satisfaction. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values.
