At a Glance
- Tasks: Help customers maximise their experience with innovative cloud solutions and drive satisfaction.
- Company: Join Content Guru, a leading provider of Customer Experience solutions in a vibrant, inclusive environment.
- Benefits: Competitive salary, dynamic work culture, and opportunities for professional growth.
- Other info: Opportunity for travel and collaboration with global teams.
- Why this job: Make a real impact by enhancing customer experiences with cutting-edge technology.
- Qualifications: Experience in SaaS, strong customer service skills, and a passion for tech.
The predicted salary is between 40500 - 49500 £ per year.
Content Guru is a leading global provider of enterprise cloud Customer Experience (CX) and contact centre solutions, and we are at the front‑of‑the‐line of the Generative AI evolution. We're looking for an experienced Customer Success Manager to join the team at our head office in Bracknell, Berkshire. This is a customer‑facing role focused on helping customers maximise the value of their Content Guru solutions, identifying opportunities to improve their customer and user experience, and supporting long‑term retention and growth.
Working closely with customers and teams across Content Guru, you'll combine your expertise with a consultative approach to understand customer challenges, identify opportunities and deliver solutions that achieve measurable outcomes.
What we are looking for…
We're seeking an experienced Customer Success Manager who can build strong relationships with key customers and act as a trusted adviser throughout their journey with Content Guru. You’ll proactively identify opportunities to optimise existing solutions, deliver consultancy and professional services, and help customers make greater use of the storm® platform. You’ll also identify opportunities for further growth, while driving customer satisfaction and supporting Content Guru's wider customer success framework. This is a varied role combining customer relationship management, consultancy, commercial awareness and technical expertise.
Location…
This role is based at our head office in Bracknell, Berkshire and requires regular travel to customer premises. The successful candidate will be expected to spend time with customers each week as well as attending the Bracknell office weekly. Some overseas travel will also be required to support customer meetings and events.
Key responsibilities of the role…
- Customer Relationship Management: Build strong relationships with key customers, developing a detailed understanding of their organisations, industries, business processes and value drivers. Work with customers to identify CX and UX challenges and recommend solutions that support their desired business outcomes. Organise and deliver customer workshops designed to address key challenges and identify practical opportunities for improvement. Coach and support colleagues in understanding customer success principles and effectively framing opportunities for improvement and growth.
- Adoption, Utilisation & Customer Satisfaction: Provide consultancy and professional services, helping customers optimise their existing products and solutions. Develop a strong understanding of storm® modules and use this knowledge to advise customers on how to maximise adoption and utilisation. Identify opportunities to further embed Content Guru solutions within customer organisations, supporting upsell and revenue opportunities. Drive customer satisfaction across key stages of the customer lifecycle and develop targeted action plans where improvements are required. Capture and demonstrate the impact and outcomes delivered through customer engagements. Work with Marketing and commercial colleagues to develop customer case studies, references and external review opportunities.
- Driving Improvements: Take ownership of customer escalations and pain points, working collaboratively across the business to resolve issues and improve the overall customer experience. Identify trends, lessons learned and opportunities to improve the way we support customers across the organisation. Work across teams to address areas for improvement and ensure actions are owned and delivered.
- Research & Insight: Gather customer and market insight and share this with relevant internal stakeholders to support continuous improvement. Maintain a strong understanding of developments and best practice across the CX and customer success landscape. Use insight from customer interactions to identify opportunities for improved retention, growth and customer outcomes.
About you…
- Significant experience working within a SaaS industry, ideally CCaaS and/or CX, including experience at senior leadership level.
- Previous experience selling and delivering consultancy and/or professional services.
- Strong expertise in customer experience and a track record of being recognised as a CX leader within your sector.
- Proven experience delivering transformation and change projects through effective stakeholder management.
- Substantial experience implementing cloud solutions within a contact centre environment.
- Experience implementing customer satisfaction frameworks and analysing customer insight.
- Excellent customer service skills and a strong customer‑focused mindset.
- Excellent written and verbal communication skills.
- Strong stakeholder management skills, with the confidence to engage effectively with senior customer and internal stakeholders.
- A passion for using technology to improve customer experience.
- Excellent organisational skills, with the ability to manage multiple priorities and work effectively to deadlines.
- Strong attention to detail.
- A Bachelor's degree in a STEM, business or leadership‑related discipline would be advantageous.
- Additional language skills would be advantageous.
About the Company…
Content Guru is the largest privately owned provider of Customer Experience (CX) and Contact Centre as a Service (CCaaS) in Europe. With modern, vibrant offices in the UK, Germany, Japan, the Netherlands, Portugal, the US, Greece and Australia, our award‑winning cloud technology powers mission‑critical services for some of the world's biggest organisations. Our goal is to enhance the way the world communicates, enabling seamless interactions across voice, video, chat, email and more. We exist to make engagement easy, over any channel, anytime, anywhere. We are an equal opportunities employer and consider all qualified applicants regardless of race, gender, religion, orientation, disability or any other protected characteristic. We are committed to creating an inclusive workplace where individuals can thrive and grow.
Customer Success Manager in Bracknell employer: Content Guru Limited
Content Guru Limited is an exceptional employer, offering a dynamic work culture that fosters creativity and collaboration in the heart of Bracknell. As a Video Marketing Executive, you will have access to cutting-edge technology and tools, alongside opportunities for professional growth and development within a supportive team environment. With a focus on innovation and employee well-being, this role not only allows you to showcase your skills but also contributes to the success of a leading global tech brand.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Content Guru Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Content Guru Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Bracknell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Content Guru Limited:Your cover letter is your chance to shine! Tell us why you want to work at Content Guru Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Content Guru Limited!
How to prepare for a job interview at Content Guru Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
