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- Tasks: Engage with customers to drive software adoption and enhance their experience.
- Company: Join a dynamic team at Infinity, focused on customer success.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Exciting role with travel opportunities and a focus on continuous improvement.
- Why this job: Make a real impact by helping customers succeed with innovative software solutions.
- Qualifications: 5+ years in customer service, strong communication, and relationship-building skills.
The predicted salary is between 40000 - 50000 £ per year.
We are seeking a highly motivated individual to join our Customer Success team as a Customer Success Manager. In this role you will proactively engage with customers to drive adoption of our software and help them get value from it from the day they sign up and throughout their lifetime with Infinity. Every customer is important to us and retention is one of the key measures across our business, along with additional growth within an account. With this in mind you'll also play an active role in developing our programmatic strategy for automating customer journeys and encouraging customers to ‘use more’. You'll work with various teams across Sales, Product, Training, Support and Marketing to help you and our customers be successful.
The ideal candidate will be self-motivated and bring a high level of energy to the team. You will need to think outside the box and actively contribute to improve our customer’s experience and ensure customers are adopting the solution. You will be someone who is willing to go the extra mile and be able to spot customer needs and opportunities. You will be able to communicate effectively across departments and ensure the customer needs are being met.
Key Responsibilities- Be a trusted advisor for allocated accounts, managing customer relationships and escalations, focusing on solving business problems and creating value through customers adopting the solution.
- Drive retention and growth by proactively looking for upsell and cross-sell opportunities, reviewing accounts and using tools such as Datanyze and Duedil.
- Pass any cross-sell opportunities to the Sales team and ensure leads are followed up and escalated appropriately.
- Have full commercial responsibility for existing customers in an account e.g. pricing, packages and negotiations.
- Be accountable for the onboarding across your allocated accounts, ensuring customers are gaining value as quickly and effortlessly as possible. Work with the Solutions, Sales, Product teams to continually improve the onboarding process.
- Regularly review and monitor the customers health using various customer management tools. Play an active role in our ongoing programmatic strategy to drive overall adoption through automation and improving the customer experience.
- Drive a seamless customer experience by working cross-functionally with our product and services teams to ensure each new customer can quickly adopt and gain value.
- Maintain an advanced level of knowledge and understanding of the Infinity platform and subsequent services offered, including third party integration platforms.
- Understand customers’ levels of engagement, identifying potential risk along with advocates for case studies.
- Attend regular events and be an infinity product expert and advocate.
- Maintain an ethos of continual improvement whether that be re-defining processes, better use of technology or similar to maximise operational efficiencies.
- Act as a point of escalation for your customer’s critical issues.
- Customer focused individual who is self-motivated
- Ability to build strong trusted relationships
- Time management and prioritisation skills
- Ability to use own initiative and think ‘outside the box’
- Excellent telephone manner, with strong written and oral communication skills
- 5+ years of customer service experience in B2B software.
- A valued team member who upholds Infinity values and professional integrity.
- Proven experience in an account management or customer success style role.
- Knowledge of most standard desktop software applications e.g. excel, word, outlook etc.
- Inspirational presenter with excellent organization; project management; time management and communication skills.
- Self-starter mentality who controls their own destiny.
- Experience in using Salesforce.
- Experience of call tracking systems.
- Experience of online marketing.
- Experience of SaaS business.
- Based in Reigate, but ability to travel across the UK to major customers.
Customer Success Manager in Surrey employer: Infinity.co
Contact Detail:
Infinity.co Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Surrey
✨Tip Number 1
Network like a pro! Reach out to current employees at Infinity on LinkedIn or attend industry events. Building connections can give you insider info and might just land you an interview.
✨Tip Number 2
Show off your customer success skills in action! Prepare examples of how you've driven customer engagement and retention in past roles. Be ready to discuss these during interviews to demonstrate your value.
✨Tip Number 3
Research, research, research! Get to know Infinity’s platform inside out. Understanding their software will help you speak confidently about how you can enhance customer experiences.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Infinity team.
We think you need these skills to ace Customer Success Manager in Surrey
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success shine through! We want to see how motivated you are to help customers get the most out of our software. Share specific examples of how you've gone the extra mile in previous roles.
Tailor Your Application: Make sure to customise your application to reflect the key responsibilities and skills mentioned in the job description. Highlight your experience in account management and any relevant tools you've used, like Salesforce or customer management systems, to show us you're a perfect fit.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points where necessary to break down your achievements and skills, making it easier for us to see why you’d be a great addition to our team.
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’re considered for the role. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at Infinity.co
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of the Infinity platform and its features. Familiarise yourself with how it benefits customers and be ready to discuss specific use cases. This will show your potential employer that you're genuinely interested and prepared.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've successfully built relationships with customers or solved their problems. Highlight how you went the extra mile to ensure customer satisfaction, as this role is all about driving adoption and retention.
✨Demonstrate Cross-Functional Collaboration
Think of instances where you've worked with different teams to achieve a common goal. Be ready to discuss how you can effectively communicate and collaborate with Sales, Product, and Marketing teams to enhance the customer experience.
✨Be Ready to Discuss Growth Strategies
Since driving upsell and cross-sell opportunities is key in this role, come prepared with ideas on how you would identify these opportunities within existing accounts. Show that you can think strategically about customer growth and retention.