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- Tasks: Build strong customer relationships and maximise retention while identifying upsell opportunities.
- Company: Join a dynamic team in Hemel Hempstead focused on exceptional customer service.
- Benefits: Enjoy a competitive salary, bonuses, training, and perks like gym discounts and extra holiday.
- Why this job: Be part of a fun environment where your ideas matter and you can make a real impact.
- Qualifications: 5+ years in customer service or sales, with telecoms expertise and strong communication skills.
- Other info: Mentorship opportunities available for junior team members.
The predicted salary is between 31500 - 35000 £ per year.
You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish and sustain strong relationships. Identify upsell opportunities and maximise customer retention, through office-based support.
You will be responsible for managing all aspects of the customer experience for a base of circa 30-60 business customers, billing over £1,000 per month.
Key Tasks:- Build strong relationship with key contacts of all customers within allocated customer base.
- Recognise and maximise upon upsell opportunities, working to ensure every Diamond customer utilises all SCG services and products.
- Maintain excellent customer retention of 99.5% or above, never losing a customer without ensuring every avenue has been taken to avoid churn.
- Effectively manage all incoming communication from customers and respond within timely manner.
- Proactively manage base to ensure customers expectations are exceeded.
- Provide mentorship to junior members of team.
- A competitive salary and bonus structure
- Full training
- Ongoing personal development
- A busy and fun working environment
- 21 Days holiday rising to 25 after 5 years of service
- Birthday off
- Childcare vouchers
- Employee mobile package
- Holiday Purchase scheme
- Reduced gym membership
- Retail discounts
- 5+ years Customer service, Account management or Sales experience.
- Strong expertise in telecoms industry.
- Excellent verbal and written communication skills.
- A proactive, positive (win-win) attitude.
- Ability to recognise and pursue a sales opportunity.
- Office 365 knowledge expertise.
- Proactive approach and ability to bring new ideas to the team.
- Ability to forge lasting relationships with customers and partners.
- Good time management skills and ability to prioritise workload.
- Mentorship skills, able to coach junior members of team.
Senior Customer Success Manager in Hemel Hempstead employer: SCG Together
Contact Detail:
SCG Together Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager in Hemel Hempstead
✨Tip Number 1
Familiarise yourself with the telecoms industry, as strong expertise in this area is crucial for the role. Stay updated on the latest trends and technologies to demonstrate your knowledge during interviews.
✨Tip Number 2
Prepare examples of how you've successfully built relationships with customers in the past. Highlight specific instances where you identified upsell opportunities or improved customer retention, as these are key aspects of the job.
✨Tip Number 3
Showcase your mentorship skills by discussing any experience you have in coaching or guiding junior team members. This will demonstrate your leadership potential and ability to contribute to team development.
✨Tip Number 4
Practice your communication skills, both verbal and written. Since excellent communication is essential for this role, consider role-playing scenarios or conducting mock interviews to refine your approach.
We think you need these skills to ace Senior Customer Success Manager in Hemel Hempstead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, account management, or sales, especially within the telecoms industry. Use specific examples that demonstrate your ability to build relationships and manage customer expectations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your proactive approach. Mention how your skills align with the key tasks of the role, such as upselling and customer retention, and provide examples of how you've achieved similar goals in the past.
Highlight Communication Skills: Since excellent verbal and written communication skills are crucial for this role, ensure you demonstrate these in your application. Use clear and concise language, and consider including a brief example of a successful communication experience with a customer.
Showcase Mentorship Experience: If you have experience mentoring or coaching junior team members, be sure to include this in your application. Highlight specific instances where you helped others develop their skills, as this is an important aspect of the role.
How to prepare for a job interview at SCG Together
✨Showcase Your Relationship-Building Skills
As a Senior Customer Success Manager, your ability to build strong relationships is crucial. Prepare examples of how you've successfully managed customer relationships in the past, highlighting any upsell opportunities you've identified and acted upon.
✨Demonstrate Your Telecoms Expertise
Given the importance of telecoms knowledge for this role, brush up on industry trends and be ready to discuss how your experience aligns with the company's services. This will show that you understand the market and can effectively support customers.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer management strategies. Think of specific scenarios where you've exceeded customer expectations or resolved issues, and be ready to share these stories.
✨Highlight Your Mentorship Experience
Since the role involves mentoring junior team members, be prepared to discuss your leadership style and any previous experiences where you've coached or supported others. This will demonstrate your capability to contribute to team development.
