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For Companies At a Glance
- Tasks: Build strong customer relationships and ensure they achieve success with our software solutions.
- Company: Join a dynamic company focused on customer satisfaction and innovative software solutions.
- Benefits: Enjoy flexible working options, professional development opportunities, and a vibrant team culture.
- Why this job: Be a trusted advisor, drive customer success, and make a real impact in their businesses.
- Qualifications: Strong communication skills, business acumen, and experience with CRM tools are essential.
- Other info: Ideal for those who thrive in a collaborative, global team environment.
The predicted salary is between 30000 - 42000 £ per year.
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PURPOSE OF ROLE:
- Build and maintain strong customer relationships that drive adoption, retention, and long-term success.
- Ensure customers achieve their desired business outcomes through the company’s software solutions and services.
- Act as a trusted advisor to customers, promoting satisfaction, growth, and advocacy.
- Serve as the customer’s voice within the organization, ensuring feedback informs solutions and service improvements.
OBJECTIVES OF ROLE:
- Retention – Strengthen customer loyalty by proactively managing relationships and resolving issues before they escalate.
- Satisfaction – Drive high customer satisfaction through regular check-ins, feedback loops, and timely support.
- Adoption – Ensure customers gain maximum value from solutions by promoting effective use of features and services.
- Expansion – Identify and support opportunities for customers to expand usage of the company’s solutions and services.
- Advocacy – Turn satisfied customers into advocates by encouraging case studies, testimonials, and referrals.
RESPONSIBILITIES:
Customer Onboarding & Adoption
- Lead onboarding and training for new customers.
- Ensure smooth implementation and early realization of value.
- Promote adoption of key features aligned with customer goals.
Relationship Management
- Act as the primary point of contact for assigned accounts.
- Build strong, long-term relationships with decision-makers and end users.
- Conduct regular business reviews to measure progress and outcomes.
- Manage large-scale onboarding programs for EDI trading partners, including close collaboration with delivery teams to ensure on-time project completion.
- Hold weekly and monthly internal and external stakeholder meetings.
- Prepare and share progress reports with internal and external stakeholders.
- Escalate risks or issues internally to safeguard delivery timelines.
- Analyze customer requirements and recommend suitable solutions in consultation with Delivery and Product teams.
- Perform high-level gap analysis between customer requirements and available solutions, collaborating with Product and Delivery teams to enhance offerings where possible.
- Monitor customer health, identifying risks such as low adoption or dissatisfaction.
- Coordinate with support, delivery, and product teams to resolve escalations quickly.
Commercial Support
- Prepare quotations for EDI integration and production change requests for existing customers.
- Assist revenue teams in pre-sales activities, including solution demonstrations, proposals, RFP/RFI responses, and customer presentations.
REQUIREMENTS:
- Strong business acumen and consultative approach.
- Excellent communication and interpersonal skills.
- Ability to understand customer business and business structure.
- Strong conflict resolution and problem-solving skills.
- Proficiency with CRM tools.
- Solid knowledge of the software industry, particularly EDI/integration and related business processes (e.g., Accounts Payable/Receivable).
- Ability to explain technical concepts clearly to both technical and non-technical audiences.
- Fluency in English, spoken and written.
- Experience working in a global, virtual team environment with multiple projects.
- Project management experience, including use of tools for planning and presentations.
Seniority level
- Associate
Employment type
- Full-time
Job function
- Customer Service, Sales, and Consulting
- Industries: Software Development, IT System Custom Software Development, and IT Services and IT Consulting
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Customer Success Consultant employer: B2BE
Contact Detail:
B2BE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Consultant
✨Tip Number 1
Familiarise yourself with our software solutions and services. Understanding how they work and the value they provide will help you engage with customers effectively and demonstrate your expertise during interviews.
✨Tip Number 2
Network with current Customer Success Consultants or similar roles within the industry. They can provide insights into the day-to-day responsibilities and challenges, which can be invaluable when preparing for your interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships in the past. Highlighting your experience in driving customer satisfaction and retention will showcase your suitability for the role.
✨Tip Number 4
Stay updated on industry trends, particularly in EDI and integration. Being knowledgeable about current developments will not only impress us but also demonstrate your commitment to helping customers achieve their business outcomes.
We think you need these skills to ace Customer Success Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Success Consultant role. Focus on your ability to build relationships, manage customer needs, and demonstrate your problem-solving skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background makes you a great fit for the role. Mention specific examples of how you've driven customer satisfaction and retention in previous positions.
Showcase Relevant Skills: Emphasise your communication and interpersonal skills, as well as your proficiency with CRM tools. Highlight any experience you have in onboarding customers or managing relationships, as these are key responsibilities of the role.
Prepare for Potential Questions: Think about how you would respond to questions regarding customer relationship management, conflict resolution, and your approach to ensuring customer satisfaction. Be ready to provide examples from your past experiences.
How to prepare for a job interview at B2BE
✨Showcase Your Relationship Management Skills
As a Customer Success Consultant, building strong relationships is key. Be prepared to share examples of how you've successfully managed customer relationships in the past, highlighting your ability to resolve issues and drive satisfaction.
✨Demonstrate Your Understanding of Customer Needs
Make sure you can articulate how you analyse customer requirements and recommend suitable solutions. Discuss any experiences where you've performed gap analysis or collaborated with teams to enhance offerings based on customer feedback.
✨Highlight Your Problem-Solving Abilities
Prepare to discuss specific instances where you've identified risks or issues and how you resolved them. This role requires strong conflict resolution skills, so showcasing your problem-solving approach will be crucial.
✨Familiarise Yourself with EDI and Integration Concepts
Since the role involves knowledge of EDI and related business processes, brush up on these topics. Be ready to explain technical concepts clearly, as you'll need to communicate effectively with both technical and non-technical audiences.
