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 innovative technology.
- Benefits: Flexible working hours, remote options, and a focus on work-life balance.
- Other info: Be part of a diverse team that values growth, innovation, and sustainability.
- Why this job: Make a real impact by enhancing customer satisfaction and loyalty in a dynamic environment.
- Qualifications: University degree and experience in customer service with excellent communication skills.
The predicted salary is between 40500 - 49500 £ per year.
The Customer Success Management team (CSM) exists to understand the needs of our customers, 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
Qualifications:
- 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.
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. 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.
Customer Success Manager in Wrexham employer: Michelin
At MICHELIN Connected Fleet, we pride ourselves on being an exceptional employer that champions innovation and sustainability in the mobility technology sector. Our inclusive work culture fosters collaboration among a diverse team of over 400 employees from 30 nationalities, providing ample opportunities for personal and professional growth through various development programmes. Located in the vibrant heart of London, we offer a hybrid working model that promotes work-life balance, ensuring our team members can thrive both personally and professionally while contributing to our mission of leading sustainable mobility.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Wrexham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Michelin. 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 Michelin 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 in Wrexham
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 Michelin:Your cover letter is your chance to shine! Tell us why you want to work at Michelin 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 Michelin!
How to prepare for a job interview at Michelin
✨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.
