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For Companies At a Glance
- Tasks: Guide customers to success with our products, ensuring satisfaction and retention.
- Company: Conferma is a customer-focused company dedicated to enhancing user experiences.
- Benefits: Enjoy flexible working options, collaborative culture, and opportunities for personal growth.
- Why this job: Be a trusted advisor, make an impact, and work in a supportive team environment.
- Qualifications: No specific experience required; just a passion for helping others and strong communication skills.
- Other info: Join a dynamic team where your ideas can shape the future of customer success.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Success Manager at Conferma is responsible for:
The Customer Success Manager (CSM) at Conferma is responsible for ensuring customers achieve their desired outcomes while using Conferma products & services. Representing the customer voice internally is an integral part of the role clearly demonstrating our Customer Obsessed Values. The CSM will act as a trusted advisor, guiding customers through their journey, working alongside the Customer Success Team providing support, and driving customer satisfaction and retention.
- Dedicated Portfolio Management Oversee a portfolio of customer accounts, ensuring each customer receives personalised attention and support. Monitor the health of customer accounts, identify risks, and implement strategies to mitigate them. Develop and execute account plans to drive customer success and growth.
- Customer Success ScorecardTrack customer usage / adoption and performance metrics to identify areas for improvement and proactively address potential issues implementing Service Improvement plans where appropriate.
- Service Reviews & QBR’sParticipate and where appropriate conduct regular service reviews & QBR’s with customers to assess their satisfaction, gather feedback, and identify areas for improvement. Use insights from these reviews to enhance service delivery and customer experience using a collaborative approach within the Conferma internal stakeholder network.
- Customer Lifecycle Management:Understand and take accountabilities for all the customer lifecycle stages for your portfolio, including awareness, engagement, conversion, retention, and loyalty. Work with internal stakeholders to support strategies to optimise each stage, ensuring a seamless and positive customer journey. Use data and metrics to analyse customer behavior and improve overall customer experience.
- Issuer, TMC and Platform Engagement Actively participate in regular calls with key partners including Issuers, TMC’s and Platform providers, ensuring any onboarding delays are dealt with quickly and efficiently.
- Risk Management Identify potential risks and issues early in the customer lifecycle and support the wider team to develop effective mitigation strategies ensuring successful customer outcomes.
- Sales Pipeline Awareness Regular communication with internal commercial relationship managers to gain updates on incoming pipelines of accounts to ensure departmental readiness.
- Documentation Maintain Customer Success process documentation and collaborate internally. Support with the Creation of new documentation and FAQs Ensure existing documentation is maintained, work with Technical Writing team to ensure that all internal and external documentation is relevant and accurate.
- Wider Operations Unit Collaboration – Support the Service Desk Team with cross department knowledge sharing, actively take part in cross team collaboration fostering a team culture across the whole organisation.
- Product Enhancement Suggestions Make recommendations for improvements to processes and software using the AhA Ideas portal.
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Customer Success Manager employer: Conferma Limited
Contact Detail:
Conferma Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Conferma's products and services. Understanding the ins and outs of what we offer will help you demonstrate your customer obsession and show how you can guide clients effectively.
✨Tip Number 2
Network with current or former Customer Success Managers in similar roles. They can provide insights into the day-to-day responsibilities and challenges, which will help you prepare for interviews and discussions.
✨Tip Number 3
Stay updated on customer success metrics and best practices. Being knowledgeable about key performance indicators will allow you to speak confidently about how you can drive customer satisfaction and retention.
✨Tip Number 4
Prepare examples of how you've successfully managed customer relationships in the past. Highlighting your experience in overseeing portfolios and implementing service improvement plans will make you stand out as a candidate.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Success Manager at Conferma. Tailor your application to highlight how your skills and experiences align with their focus on customer satisfaction and retention.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer success or account management. Use specific examples that demonstrate your ability to manage customer relationships and drive satisfaction.
Showcase Your Skills: Make sure to showcase skills that are crucial for the role, such as communication, problem-solving, and data analysis. Provide examples of how you've used these skills in past roles to achieve positive outcomes for customers.
Personalise Your Application: Avoid generic applications. Personalise your cover letter by addressing it to the hiring manager if possible, and mention specific aspects of Conferma's values or products that resonate with you. This shows genuine interest in the company.
How to prepare for a job interview at Conferma Limited
✨Understand the Customer Journey
Familiarise yourself with the entire customer lifecycle stages mentioned in the job description. Be prepared to discuss how you would ensure a seamless experience for customers from awareness to loyalty.
✨Showcase Your Problem-Solving Skills
Highlight your ability to identify risks and implement strategies to mitigate them. Prepare examples of past experiences where you've successfully resolved customer issues or improved satisfaction.
✨Demonstrate Collaboration Skills
Since the role involves working with various internal stakeholders, be ready to share instances where you've collaborated effectively with different teams. Emphasise your communication skills and how they contribute to a positive team culture.
✨Prepare for Service Reviews
Understand the importance of service reviews and QBRs. Think about how you would gather feedback and use insights to enhance service delivery. Be ready to discuss any relevant experiences you have in conducting or participating in such reviews.
