At a Glance
- Tasks: Build strong customer relationships and drive product usage through proactive engagement.
- Company: DRAMS provides inventory management software for maturing spirit producers, including high-profile clients like Bacardi.
- Benefits: Enjoy 32 days holiday, private healthcare, and a generous discretionary bonus scheme.
- Other info: This role involves regular international travel for customer check-ins and training.
- Why this job: Join a remote-first team focused on innovation and customer-centricity in the spirits industry.
- Qualifications: Requires a Bachelor's degree and 5+ years in Customer Relationships or Account Management.
The predicted salary is between 40000 - 50000 £ per year.
Job Summary:
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:
DRAMS provides bulk inventory and distillery warehouse management software designed to meet the unique requirements of maturing spirit producers. Our systems are used by a number of high-profile UK and international companies including Suntory Global Spirits, Bacardi, Campari, Wm Grant & Sons, Whyte & Mackay and Glenmorangie.
We are part of Volaris Group, a global group of vertical market software businesses, offering the stability of a larger organisation alongside the agility of a close-knit specialist team.
What is unique about the role/Company?
At DRAMS, we put our people first, creating an environment where everyone feels valued, empowered, and supported. As a remote-first organisation, we offer opportunities for personal and professional growth, guided by transparent and approachable leadership. With our unique industry position and commitment to innovation and customer-centricity, DRAMS Software is a place where your career can thrive.
You’ll enjoy excellent benefits including:
- Competitive base salary + a market-leading discretionary bonus
- Remote-first working
- 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
- Progressive parental leave policies
- Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
- 5% employer pension contribution
- Regular in-person team events
- Funded training and development programs
- Work from home office equipment allowance
We believe in fostering each other’s strengths and trusting each other to deliver great results, no matter where you’re based. You’ll not only get the opportunity to make a key contribution to the way we run our business locally, but we also form part of the global Volaris Group which means you’ll be able to navigate your future career within the wider group too.
What will I be doing day-to-day?
As a Customer Success Manager (CSM), you will play a key role in driving customer satisfaction, retention, and growth. Your primary responsibility will be to build strong relationships with our customers, ensuring they maximize the value of our software solutions. Through proactive engagement, you will help customers achieve their business goals, providing insights, guidance, and best practices.
The CSM will be integral to our revenue growth strategy by identifying opportunities for upsell and expansion. By deeply understanding our customers’ operations, challenges, and goals, you will work collaboratively with internal teams to enhance the customer experience and ensure long-term success. To be successful, you must develop a strong understanding of our software products and how they are used within our target market.
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:
Required
- 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 Available: 1
Customer Success Manager in Scotland employer: Incognito Software Systems Inc
Located in Scotland, DRAMS offers a competitive salary of £40,000 - £50,000 and a 5% pension contribution. The company prioritises employee well-being with benefits like life assurance and funded training programs, fostering a supportive remote work environment.
Contact Details:
Incognito Software Systems Inc Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Scotland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Incognito Software Systems Inc. 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 Incognito Software Systems Inc 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 Scotland
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 Incognito Software Systems Inc:Your cover letter is your chance to shine! Tell us why you want to work at Incognito Software Systems Inc 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 Incognito Software Systems Inc!
How to prepare for a job interview at Incognito Software Systems Inc
✨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.
