At a Glance
- Tasks: Manage client relationships and ensure top-notch service delivery.
- Company: Join NQC, a thriving tech company focused on sustainability.
- Benefits: Enjoy hybrid working, 25 days holiday, and health cash plans.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
- Why this job: Be part of a team making a positive impact with innovative technology.
- Qualifications: Experience in customer success or account management in a SaaS environment.
The predicted salary is between 40000 - 50000 £ per year.
About your new company
NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries. Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world, and become part of an exciting long term plan for sustainability, and a better future.
About your new role
The Customer Success Team is responsible for proactively managing and developing lasting client relationships, engaging and developing new client opportunities as well as supporting the successful delivery of NQC services into our client accounts. As Customer Success Manager, you will have full responsibility for an agreed portfolio of client accounts and responsibility for the satisfactory delivery of services and projects into those clients.
Key Responsibilities
- To manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal.
- To ensure regular communication with clients through face to face meetings and other communication means.
- To own and take a lead on high-profile and complex client relationships within the portfolio of clients.
- Develop strong relationships with key decision makers and influencers.
- Define, develop and own the customer contract strategy for client relationships within the portfolio.
- Produce weekly, monthly and quarterly status reports for the portfolio of clients to the Head of Customer Success to provide updates on progress against agreed client relationship strategies.
- To effectively interact with internal NQC teams including Product Development and Service Delivery functions.
- Ad-hoc duties as assigned.
To be successful for this role, you will ideally meet these requirements:
- Experience managing a high volume of stakeholders (internal or external) and a track record of delivering professional, clear communications.
- Proven experience in a B2B Customer Success, Account Management, or Technical Support role within a SaaS environment.
- Demonstrated experience working within structured workflows (e.g., following an onboarding playbook or a ticket escalation process).
- Excellent interpersonal skills with people at all levels.
- Excellent business acumen and commercial astuteness.
- Previous experience using a CRM (ideally HubSpot) to manage customer data, tasks, and reporting.
- Excellent presentation skills with the ability to create engaging material applicable to the audience.
- Additional language skills are highly desirable.
Key Competencies
- Is consistently motivated, committed and able to perform duties in all situations.
- Communicates and receives ideas, views and information to achieve understanding.
- Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
- Plans and prioritises activities and resources to maximise performance and minimise errors.
- Thinks creatively and embraces opportunities for change.
- Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.
Hybrid working policy of 60% office-based, 25 days holiday (Increasing with service) + bank holidays, Enhanced Maternity and Paternity Leave, Health Cash Plan, Salary sacrifice scheme, Learning.
Customer Success Manager employer: NQC
NQC is an exceptional employer, offering a dynamic and supportive work environment in the heart of Manchester. With a strong focus on employee growth and well-being, we provide a hybrid working model, generous holiday allowances, and opportunities for professional development within a diverse team dedicated to making a positive impact through technology. Join us to be part of a forward-thinking company that values collaboration, innovation, and sustainability.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Customer Success Manager role at NQC.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience in managing client relationships and delivering results. Use real examples to demonstrate how you've made a difference in previous roles.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like NQC, and express your interest in working with them. A little initiative can go a long way in making a lasting impression.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are genuinely interested in joining our team. It shows you're keen and ready to dive into the exciting world of supply chain risk management with us.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience in managing client relationships and any relevant SaaS experience. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how you can contribute to our mission at NQC. Keep it engaging and personal – we love a good story!
Showcase Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to convey ideas clearly. Whether it’s through your CV, cover letter, or any additional materials, let your personality and professionalism shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at NQC
✨Know Your Stuff
Before the interview, make sure you thoroughly understand NQC's services and how they impact customer success. Familiarise yourself with their supply chain risk management platforms and think about how your experience aligns with their mission in the 'Tech for Good' space.
✨Showcase Your Communication Skills
As a Customer Success Manager, clear communication is key. Prepare examples of how you've effectively managed client relationships in the past. Be ready to discuss how you’ve handled complex situations and maintained stakeholder satisfaction.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you've tackled challenges in a B2B environment. Highlight your ability to work within structured workflows and how you’ve used tools like CRM systems to enhance customer interactions and reporting.
✨Engage with the Team Spirit
NQC values collaboration, so be prepared to discuss how you work with cross-functional teams. Share experiences that showcase your team player mentality and how you’ve contributed to a positive working atmosphere, especially in hybrid settings.
