Customer Success Manager

Location: London, UK (3 days onsite, 2 days WFH)

Duties:

1. Providing support to sales partners, with a critical focus on onboarding partner, strategy and training, including effective communication to customers and multiple internal stakeholders.
2. Be the first point of contact to resolve challenging customer queries, with empathy, using appropriate problem solving strategies, troubleshooting skills, knowledge and experience.
3. Hold consultative conversations and use questioning skills to uncover customer pain points while looking for opportunities to match offerings as solutions.
4. In conjunction with the accountancy support, you will also be asked to support the team in a similar way with accounting knowledge and expertise.

Skills:

1. Ability to build urgency in customers to activate and use their subscriptions.
2. Effectively manage relationships with multiple external partners and internal sales teams.
3. Proactively plan your time and act with speed to maximise performance.
4. Ability and desire to learn while staying up to date with the appropriate software solutions.
5. Experience in engaging with customers via outbound calls and emails, with excellent written, verbal and presentation skills.
6. Experience delivering software-based product onboarding or training.
7. Displays tenacity and a ‘can do’ attitude to maximise reach across customer base while working autonomously.
8. Customer Obsession – focused on deeply understanding our customers’ pain points in order to deliver the most appropriate solution that meets our customers’ needs.
9. Stronger Together – works to identify and build relationships with all relevant internal and external stakeholders to deliver results.

Education:

1. Proficient with technology; solid knowledge of computer operations and software.
2. Understanding of payroll and accounting preferable.
3. Accounting or bookkeeping (e.g. ACCA, ICB or CIPP) preferable.
4. Knowledge of accountancy firm environments, workflows and likely expected challenges preferable.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Business Development, Analyst, and Accounting/Auditing

Industries

Technology, Information and Media, Financial Services, and Software Development

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