At a Glance
- Tasks: Build strong relationships with customers and ensure they get the most from our services.
- Company: Join Michelin Connected Fleet, a leader in sustainable mobility and innovation.
- Benefits: Flexible working hours, remote options, and a focus on work-life balance.
- Other info: Diverse team culture with opportunities for professional growth and development.
- Why this job: Make a real impact by enhancing customer experiences and driving satisfaction.
- Qualifications: Degree holder with customer service experience and excellent communication skills.
Role:
Customer Success Manager
Salary:
£45,000 -£50,000
Location:
Midlands/Yorkshsire
Contract:
Permanent
As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we intend to be a major player in this market in the coming years.
OUR DREAM
We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.
OUR PEOPLE & WAYS OF WORKING
At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.
THE ROLE IN SHORT:
The Customer Success Management team (CSM) exists to understand the needs of our customer, create intimacy, adapt solutions to meet these needs and maintain strong, meaningful relationships with our customers. CSM has consistently demonstrated a powerful retention ability; in turn building loyalty, strong relationships and references.
The CSM is focused, available, knowledgeable and able to deploy skills independently of the Sales teams, allowing both activities to retain their integrity and put the user first.
Our CSM:
- Create customer intimacy by proactively keeping in touch with clients
- Coach our customers to get value from Masternaut products and services
- Are responsible for monitoring, reviewing and implementing improvements to service performance
- Act as the first point of escalation for our customers for any complex queries or issues
Without commercial priorities, a CSM is often best placed to be the early warning system to address any issues up front, avoiding an escalation of customer dissatisfaction.
WHAT WILL I BE DOING:
- Cultivate meaningful customer intimacy with a combined portfolio
- Improve customer satisfaction scores and NPS
- Improve customer retention and reduce churn
- Connect Customer Experience Manager across the business, working with all departments to ensure the Customers’ needs are at the forefront of a seamless service
- Serve as an escalation point for resolving issues
- Perform to monthly on KPIs to monitor customer interaction cadence and customer satisfaction
- Perform root cause analysis of customer issues and implement solutions to resolve these issues permanently
- Obtain, collate and present customer feedback and insight on both service and product
- Carry out any other duties as designated and deemed reasonable by the Company
- Understand, demonstrate and adhere to Masternaut values
TO BE SUCCESSFUL YOU WILL LIKELY HAVE:
- University degree, and a track record of continuous professional growth
- Customer service experience with system and process knowledge
- Ability to build internal relationships across different teams and business areas
- Accountability for issues and knowing when to escape
- Ability to take initiative
- Excellent communication and presentation skills, in particular communicating complex information succinctly and effectively
- Highly developed interpersonal and influencing skills, good external relationship skills
- Ability and confidence to operate effectively across a broad range of customers at senior management level
- Commercial appreciation
Work life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.
Customer Success Manager employer: MICHELIN Connected Fleet
At MICHELIN Connected Fleet, we pride ourselves on being an exceptional employer that champions innovation and sustainability in the heart of London. Our inclusive work culture fosters diverse perspectives and encourages personal growth through comprehensive development programmes, including Diversity, Mentoring, and Sustainability initiatives. With a strong commitment to work-life balance and flexible working arrangements, we empower our employees to thrive both professionally and personally while contributing to a meaningful mission of protecting our planet.
We think you need these skills to ace Customer Success Manager
How to prepare for a job interview at MICHELIN Connected Fleet
✨Know Your Customer
Before the interview, dive deep into understanding Michelin Connected Fleet's customer base and their needs. Familiarise yourself with their products and services, and think about how you can create customer intimacy and improve satisfaction scores.
✨Showcase Your Communication Skills
As a Customer Success Manager, excellent communication is key. Prepare to demonstrate your ability to convey complex information clearly. You might even want to practice explaining a technical concept in simple terms to show your skills in this area.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Think of past experiences where you resolved customer issues or improved service performance. Be ready to discuss specific examples and the impact of your actions on customer retention.
✨Emphasise Your Teamwork Abilities
Since the role involves collaborating across departments, be prepared to discuss how you've built relationships in previous roles. Highlight any experience working with diverse teams and how you’ve contributed to a positive team environment.
