At a Glance
- Tasks: Build strong relationships with customers and ensure their success with our software.
- Company: Join Voicescape, a dynamic company transforming customer engagement in social housing and healthcare.
- Benefits: Enjoy a competitive salary, bonus, medical insurance, and a vibrant office with a gym.
- Other info: Be part of a growing team with opportunities for career advancement.
- Why this job: Make a real impact by helping customers thrive and advocating for their needs.
- Qualifications: Experience in social housing and excellent communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Success Manager (CSM) is a key role in ensuring that Voicescape customers are successful lifelong advocates of our software. Using excellent relationship building skills, the CSM creates strong and effective partnerships both with customers and internal stakeholders. They also ensure quality and timely delivery of projects and maintain very high customer satisfaction and retention levels.
At Voicescape we help our customers connect with the communities they serve. We use data science, behavioural insights and digital technology to create positive customer engagement in the most efficient and effective way possible. Our solutions address significant business challenges in the Social Housing, Local Authority and Healthcare sectors. Our solutions allow our customers and their communities to have a much-improved experience. Our flexible technology is fully Cloud-based and highly configurable. Our solutions integrate machine-learning artificial intelligence with sophisticated web front-ends and support hundreds of thousands of individual interactions every week. Our support teams are renowned and praised for providing high quality, expert and responsive service, with an NPS score of 'Excellent'. We are a focused ambitious business with a clear vision and passion for what we do. We are growing and looking to recruit energetic, creative and committed team members. Come and join us at this exciting time for the business.
Description
- Onboarding new customers by understanding customer needs and challenges.
- Discovering what success looks like, and providing expert advice on how to best implement the technology.
- Management of the delivery of In-Life Change to scope & agreed timelines / budget.
- Consultative and strategic product expert who takes time to understand in detail all aspects of the product and can clearly communicate knowledge and spread expertise and enthusiasm amongst the customer base to perpetually cement value to the customer.
- Full ownership of all operational customer touchpoints, named point of contact for the duration of the customer contract.
- Identify operational stakeholders and the value and desired outcomes they wish to get from the product - monitor and proactively create action plans based on any changes.
- Provide quarterly business reviews (QBR) with operational customers either face to face or virtual, delivering success statement update of progress against customer business objectives, overseeing timely resolution of issues, share best practice and, identify any opportunities and/or risks.
- Providing training face to face or virtually to all customers at implementation and beyond with the aim of developing customer champions with excellent product knowledge and facilitating enthusiasm amongst the customer base.
- Compiling success statement/supporting data for Customers and also for internal usage.
- Deliver product specific user group activities to share best practice, encourage advocacy, identify risks and capture feedback to inform future product delivery.
Administration
- Project administration; all administration in line with each implementation; project plan, resources, presentations, etc.
- Creating all training materials, presentations, end user manuals and handy hints guides.
- QBR admin, providing the customer with all required performance information either in advance or following the meeting, or both.
- Creating new support tickets, production jobs & change requests to the required standard and ensuring customer is kept up to date with progress.
- Updating internal systems including adding records of all customer interactions, meeting notes & customer health scores.
- Participation in regular Account Review meetings with key internal stakeholders.
- Using MS Teams & social media including Twitter & LinkedIn to keep Internal Stakeholders, Customers & Prospects updated with Voicescape Activities and sharing good news stories about Customer Success.
Profile
- Recent social housing experience for this role is essential as candidates must be able to empathise with the customer and relate to their world - a customer advocate focused on understanding what's important to the customer and how we can delight them with all our interactions.
- Enthusiastic and passionate about customers and helping them to succeed.
- Self-motivated and conscientious individual with excellent communication skills and a committed work ethic.
- Proactive in contributing to never ending improvement of standards.
- Responsible for outcomes and proactively ensure timely execution of tasks to achieve customer satisfaction.
- Diligent in all administration and surrounding activities required to deliver outstanding customer relationships.
- Able to project a professional image.
- Able to work effectively under pressure.
- Willing to do the hours necessary, including out of hours support & maintenance, in the event of planned or unplanned maintenance or major incident management.
- Confident and comfortable speaking and presenting in front of larger groups of people.
- Willing to travel with occasional overnight stays.
Job Offer
- Competitive salary.
- Bonus after one year of service.
- Medical/Dental Insurance.
- 5% contributory pension.
- Travel/Car expenses.
- Permanent role with growth potential in a rapidly expanding organisation.
- Vibrant office complex with free on site gym, exercise classes and games room.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Voicescape in Salford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Michael Page. 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 Michael Page 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 - Voicescape in Salford
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 Michael Page:Your cover letter is your chance to shine! Tell us why you want to work at Michael Page 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 Michael Page!
How to prepare for a job interview at Michael Page
✨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.
