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For Companies At a Glance
- Tasks: Drive customer success and satisfaction while optimising their experience with our solutions.
- Company: Join a leading company focused on transforming customer experiences.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer journeys and driving success.
- Qualifications: 10+ years in contact centres, strong leadership, and proven CX transformation experience.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
The predicted salary is between 36000 - 60000 £ 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.
Qualifications
- 10yrs+ 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
Customer Success Manager in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Success Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer success strategies. Be ready to discuss how you can leverage their existing solutions to improve customer experience and drive satisfaction. Show them you’re not just another candidate, but someone who truly understands their mission.
✨Tip Number 3
Practice your storytelling skills! Be prepared to share specific examples of how you've driven customer success in the past. Use metrics and outcomes to back up your claims – this will help you stand out as a results-driven candidate.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from passionate candidates who are eager to join our team. Plus, it shows you’re genuinely interested in being part of our customer success journey.
We think you need these skills to ace Customer Success Manager in London
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 satisfaction frameworks and any relevant transformation projects you've led. We want to see how your skills align with our mission!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven customer success outcomes in previous roles. Use metrics where possible to demonstrate your impact, as we love seeing tangible results!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can be an ambassador for the customer experience, so show us your passion for customer success and how you connect with clients.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at JAM IT Consultancy Ltd
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like Net Revenue Retention and Customer Satisfaction scores. Be ready to discuss how you've used these metrics in your previous roles to drive improvements and achieve results.
✨Showcase Your CX Leadership
Prepare examples that highlight your experience as a CX leader. Think about transformation projects you've led and how you managed stakeholder relationships. This will demonstrate your ability to lead and inspire teams towards customer success.
✨Understand Their Solutions Inside Out
Familiarise yourself with the company's existing solutions and how they impact customer experience. Be prepared to discuss how you can leverage these solutions to address customer challenges and identify growth opportunities.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific situations where you've successfully resolved customer escalations or improved customer satisfaction, and be ready to share those stories.
