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For Companies At a Glance
- Tasks: Lead customer success initiatives and enhance client experiences through strategic solutions.
- Company: Join a dynamic team focused on transforming customer interactions and driving satisfaction.
- Benefits: Enjoy flexible work options, professional development opportunities, and a vibrant company culture.
- Why this job: Make a real impact by improving customer journeys and fostering growth in a collaborative environment.
- Qualifications: 10+ years in contact centres, a relevant degree, and proven CX leadership experience required.
- Other info: Be part of a forward-thinking company that values innovation and customer-centric solutions.
The predicted salary is between 48000 - 72000 £ per year.
The Customer Success Manager works across our clients\’ functions to accelerate customer successes (outcomes). Working directly with our customers to understand their challenges and how we can leverage our clients\’ existing solutions to improve their CX. Identifying opportunities for future growth and leading the CSAT framework throughout their lifecycle with our client.
Key Responsibilities
- Impact – using customer defined baseline metrics, accelerate customer success outcomes that result in external case studies and recommendations.
- Net Revenue Retention – meet NRR targets through retention of existing customers with uplift and growth in the services we offer.
- Customer Satisfaction – leading CSAT scores across the defined interaction points with targeted action plans to maintain.
- An ambassador for the Red(wood) carpet customer experience across all customer-facing departments.
- Identify and propose customer success criteria and CX opportunities within the bid process.
- Work with key customers to understand their industry, value drivers and business processes.
- Train, coach and mentor colleagues in customer success drivers and framing CX.
- Organise and host customer workshops which directly address the customer’s key challenges, providing solutions which deliver their required outcomes.
- Adoption, utilisation and customer satisfaction.
- Understand customer’s usage and adoption of the solutions they have and identify opportunities.
- Focus on optimising the existing products and solutions.
- Identify synergies between customer aspirations and solution capabilities now and in development.
- Drive customer satisfaction, working with teams across the critical moments in the customer lifecycle to address areas of development and recognise what great looks like.
- Demonstrate the impact of our products and services through ROI discussions in service reviews and workshops.
- Identify opportunities where we can provide additional value for customers in sharing and leveraging CX, deployment and UX best practice.
- Work closely with marketing teams to showcase our products and services, case studies and facilitating reference opportunities.
Driving Improvements
- Hold lesson learnt sessions across functions to identify areas for improvement. Set targeted action plans to address root cause and work across functions to ensure delivery of these.
- Take personal ownership of customer escalations and pain points, working across functions to overcome these and improve our CX.
- Provide weekly review of customer success impacts and how you’ve driven improvements for the organisation (sell, build, run) and customers.
Person Profile
- 10+ years working in contact centres at a senior leadership level.
- Bachelor’s degree in STEM, business or leadership.
- Seen as a CX leader within your sector.
- Proven track record of delivering transformation change projects through stakeholder management.
- Substantial experience in implementing cloud solutions within a contact centre.
- Experience in implementing customer satisfaction frameworks and insight analysis.
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Customer Success Manager employer: JAM IT Consultancy Ltd
Contact Detail:
JAM IT Consultancy Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CX) and customer success management. Understanding the current landscape will help you speak confidently about how you can drive improvements and meet customer satisfaction targets.
✨Tip Number 2
Network with professionals in the customer success field, especially those who have experience in contact centres. Engaging with industry peers can provide insights into best practices and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships and driven satisfaction scores in your previous roles. Being able to share concrete results will demonstrate your capability as a Customer Success Manager.
✨Tip Number 4
Research StudySmarter's products and services thoroughly. Understanding our offerings will allow you to articulate how you can leverage them to enhance customer experiences and identify growth opportunities effectively.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and contact centre leadership. Use specific examples that demonstrate your ability to drive customer satisfaction and retention.
Craft a Compelling Cover Letter: In your cover letter, address how your background aligns with the key responsibilities of the Customer Success Manager role. Mention your experience with cloud solutions and customer satisfaction frameworks, and express your passion for enhancing customer experiences.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in customer satisfaction scores or successful transformation projects you've led. This will help illustrate your impact in previous roles.
Prepare for Potential Questions: Think about how you would answer questions related to customer success metrics, stakeholder management, and your approach to driving improvements. Being prepared will help you stand out during the interview process.
How to prepare for a job interview at JAM IT Consultancy Ltd
✨Understand Customer Success Metrics
Familiarise yourself with key customer success metrics such as Net Revenue Retention (NRR) and Customer Satisfaction (CSAT). Be prepared to discuss how you have previously used these metrics to drive improvements and achieve targets in your past roles.
✨Showcase Your CX Leadership
Highlight your experience as a CX leader. Share specific examples of transformation change projects you've led, focusing on stakeholder management and the impact of your initiatives on customer satisfaction and retention.
✨Prepare for Scenario-Based Questions
Anticipate scenario-based questions that may ask how you would handle customer escalations or improve customer experiences. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Collaborative Skills
Emphasise your ability to work across functions and departments. Discuss how you have successfully collaborated with marketing teams or other stakeholders to enhance customer experiences and drive value for clients.
