At a Glance
- Tasks: Build strong customer relationships and drive satisfaction, retention, and growth.
- Company: Join DRAMS, a leader in distillery software solutions with a supportive culture.
- Benefits: Enjoy a competitive salary, generous holidays, remote work, and comprehensive health benefits.
- Other info: Remote-first environment with excellent career growth and training opportunities.
- Why this job: Make a real impact by helping customers maximise the value of innovative software.
- Qualifications: 5+ years in customer relations, a degree in business or marketing, and CRM proficiency.
The predicted salary is between 40000 - 50000 £ per year.
Role: Customer Success Manager
Hours: Full Time, 37.5 (we are open to discussions around flexibility)
Location: Scotland, Remote
Salary: £40,000 - £50,000 DOE
Holidays: 32 including bank holidays, increasing to 34 after 1 year's service
Pension: 5%
Other Benefits: Life Assurance, Private Healthcare, Generous Discretionary Bonus Scheme, Company Sick Pay, Family Friendly Policies, Paid In Person Social Events.
Job Description:
Main duties include but are not limited to:
- Customer Relationship Management
- Build and maintain strong, long-term relationships with customers, ensuring high satisfaction and retention.
- Serve as a trusted advisor, guiding customers on how to maximise the value of our software.
- Proactively engage with customers to identify challenges, provide solutions, and drive product usage.
- Monitor customer engagement health scores, usage data, and feedback to proactively address risks.
- Collaborate with Sales, Product, and Support teams to ensure seamless customer experience.
- Advocate for customers internally, influencing product development and enhancements based on feedback.
- Conduct regular check-ins, business reviews, and training sessions with customers (international travel will be required on a regular basis).
- Encourage customer participation in feedback surveys, product workshops, and user group events.
- Maintain an in-depth awareness of our products, services, industry trends and competitive landscapes.
- Maintain detailed and up-to-date customer account plans, activities and pipeline in Salesforce and other CRM tools.
Sales & Growth Opportunities:
- Identify upsell and expansion opportunities by understanding customer needs and business objectives.
- Track and manage sales pipeline activity to ensure targets are met.
- Prepare and deliver sales presentations and product demonstrations.
- Collaborate with marketing teams to develop campaign strategies and collateral.
- Prepare accurate sales documentation, quotes, and proposals.
Role skills and technical competencies:
- Bachelor’s degree in business, marketing, or a related field.
- 5+ years’ experience in a Customer Relationships/Account Management role.
- Passion for building strong customer relationships and delivering value.
- Ability to recognise revenue opportunities and align customer needs with business growth strategies.
- Experience analysing customer usage data to identify trends and areas for improvement.
- Familiarity with distilling, manufacturing, or production processes is a plus.
- Ability to manage multiple customers, projects, and priorities efficiently.
- Proficiency in CRM tools (i.e., Salesforce, HubSpot, etc.).
- Working knowledge of marketing and sales principles.
- Excellent written and conversational communication skills.
- Adept at working with cross-functional teams to exceed customer expectations.
- Working knowledge of leveraging AI to improve Customer Experience.
Reporting to: Professional Services Manager
Worker Type: Regular
Number of Openings: 1
Customer Success Manager employer: Drams Software Limited
At DRAMS, we pride ourselves on being an exceptional employer that prioritises our people and their professional growth. With a remote-first culture, competitive benefits including generous holidays, private healthcare, and a supportive work environment, we empower our employees to thrive while contributing to innovative solutions for the spirits industry. Join us to be part of a dynamic team where your contributions are valued and your career can flourish within the global Volaris Group.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even through mutual contacts. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Knowing DRAMS and its unique position in the industry will help you stand out as a candidate who truly gets it.
✨Tip Number 3
Showcase your skills in real-time! If you get the chance, demonstrate how you can add value to the team during interviews. Bring examples of how you've driven customer success in the past.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great way to reiterate your fit for the Customer Success Manager position.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer relationships and how it aligns with our mission at DRAMS. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles that show how you've built strong customer relationships or identified upsell opportunities. This is your chance to shine!
Be Authentic:Let your personality come through in your application. We’re looking for someone who fits into our friendly, remote-first culture. Share your passion for customer success and how you can contribute to our team’s growth.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Drams Software Limited
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of DRAMS and its software solutions. Familiarise yourself with the distilling industry and the specific challenges customers face. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Relationship Skills
As a Customer Success Manager, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed customer relationships, resolved issues, or identified upsell opportunities. Be ready to discuss how you can apply these skills at DRAMS.
✨Be Proactive
During the interview, think about how you can proactively engage with customers. Share ideas on how you would monitor customer health scores and usage data to identify risks and opportunities. This shows that you’re not just reactive but also forward-thinking.
✨Ask Insightful Questions
Prepare thoughtful questions to ask your interviewers about the company culture, team dynamics, and growth opportunities within DRAMS. This not only shows your interest but also helps you gauge if the company is the right fit for you.
