Customer Success Manager - Desk Based

About the role

A new function in our Moorepay business, our Customer Success Managers (CSMs) will play a critical role in the ongoing management and health of our customers. As a CSM your focus will be on ensuring that our customers are successful and delighted throughout their journey with Moorepay, and that they ultimately become advocates of our services.

You’ll work across a wide range of our customers ensuring that we’re helping them to achieve their business outcomes, understanding where their existing software and service features can help them (alongside promoting new features), supporting customer campaigns for value-add services, and creating customer advocates of everything that Moorepay offers.

By operating as a trusted advisor and customer advocate you’ll represent the ‘Voice of the Customer’ to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success.

Where the customer partnership needs to be improved, you’ll be required to implement and deliver on customer success plans / service improvement plans to bring this back on track. You’ll also participate in customer retention initiatives and be instrumental in effectively managing complaints and escalations for our customers, importantly ensuring that we ‘close the loop’ on feedback and are contributing to our continuous improvement programmes.

By ensuring our customers are successful, helping to grow our digital customer success presence and being a strong customer advocate, it is expected that you can quickly drive customer advocacy activities and brand loyalty.

In addition, you’ll support in the development and execution of our brand NPS activities, our ‘Voice of the Customer’ programme, participate in product development / enhancement forums, drive improvements in overall customer health across our organisation, and help drive an exemplary level of customer experience.

You’ll report to the Head of Customer Success & Strategic Accounts, working alongside a wide variety of our customer facing teams.

This role will work on a hybrid basis from our Swinton office 3 days per week, with occasional visits to customer locations and our Central Birmingham office.

In this role your key responsibilities will include:

• Proactive outreach and regular meetings with your customers, including face-to-face, on-site meetings on a regular basis.
• Ensuring fantastic relationships are in place across your nominated customer accounts.
• Developing a wide range of stakeholder relationships within the customer accounts you’re responsible for and across the Moorepay business.
• Leading quarterly business reviews with your key customers, focused on business outcomes and value.
• Acting as the ‘Voice of the Customer,’ representing customer sentiment and ensuring internal alignment in delivering business value and objectives.
• Improving product adoption through identification of gaps, discussion, and coaching, and ensuring the right collateral and enablement is provided to the customer.
• Proactively managing your account list and reporting on customer health to senior stakeholders within Moorepay, for your customers and in support of the broader customer base.
• Creating and driving customer success improvement plans where value is not being achieved.
• Identifying and nurturing areas for cross-sell and up-sell, to provide additional value within the customer account.
• Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving a fantastic service from Moorepay. Active involvement in customer surveys (e.g. Brand and transactional NPS), with appropriate management and customer follow up.
• Supporting the overall cultural change programme to include tone of voice, hearts and minds, voice of the customer, and putting the Customer at the heart of the business through the interactions we have across customer success and service delivery.

Skills & experience

• Previous experience working as a Customer Success Manager in a similar SMB-scaled delivery model.
• A strong customer-first attitude and experience of customer relationship management.
• A strong communicator at all levels, from operational through to C-level, with ability to develop robust and enduring relationship that sustain confidence from customers.
• Strong presentation skills and the ability to present to a wide audience at all levels, including senior teams both internally and externally.
• Effective stakeholder management, both internal and external.
• Experience efficiently managing customer complaints and escalations.
• A results-driven individual who is commercially astute and has the ability to have discussions focused on business value.
• Capable of working under pressure and to measurable KPIs.
• Proven commercial acumen and ability to generate opportunities for our account management teams.
• Ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer.
• The gravitas, charisma, and knowledge to be credible in all business situations.
• Action-oriented and collaborative team player, with the ability to stay calm under pressure.

Benefits & culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

• A career packed with opportunity, in a stable and growing company.
• A comprehensive programme of learning and development.
• Competitive base salary.
• 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension with up to 8.5% employer contributions.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

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