At a Glance
- Tasks: Manage client accounts and build strong relationships while ensuring top-notch service delivery.
- Company: Join NQC, a thriving tech company focused on supply chain risk management for a better future.
- Benefits: Enjoy hybrid working, 25 days holiday, health plans, and continuous learning opportunities.
- Other info: Dynamic workplace with regular socials and excellent career growth potential.
- Why this job: Be part of a mission-driven team making a global impact with innovative technology solutions.
- Qualifications: Experience in B2B Customer Success or Account Management within a SaaS environment is essential.
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.
Benefits
- 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 & Development through Udemy platform
- 24/7 Access to a Virtual GP
- Life Assurance (4 x Salary after 6 months)
- YuLife - employee discounts and wellbeing platform
- Regular company socials & events
Strategic SaaS Customer Success Manager | Hybrid & Growth in Manchester 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 through learning opportunities and a hybrid working model, NQC fosters a culture of collaboration and innovation. Employees enjoy generous benefits, including enhanced leave policies and access to wellness resources, making it an ideal place for those seeking meaningful and rewarding careers in the tech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic SaaS Customer Success Manager | Hybrid & Growth in Manchester
✨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 connections you make, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in managing client relationships and delivering results. This will give potential employers a clear picture of what you can bring to the table.
✨Tip Number 3
Practice makes perfect! Get ready for interviews by rehearsing common questions related to SaaS and customer success. Think about how you can demonstrate your interpersonal skills and business acumen during the conversation.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining our team. Plus, it shows you're proactive and keen on being part of our mission at NQC.
We think you need these skills to ace Strategic SaaS Customer Success Manager | Hybrid & Growth in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in managing client relationships and any relevant SaaS background. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves a lot of stakeholder interaction, demonstrate your excellent communication skills in your application. Use clear and professional language, and maybe even share an example of how you've successfully managed client communications in the past.
Highlight Your Problem-Solving Abilities:We love candidates who can think creatively! In your application, mention specific instances where you've tackled challenges or improved processes in previous roles. This will show us that you're ready to embrace opportunities for change at NQC.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, we can't wait to see what you bring to the table!
How to prepare for a job interview at NQC
✨Know Your Stuff
Before the interview, dive deep into NQC's mission and values. Understand their supply chain risk management platforms and how they contribute to 'Tech for Good'. This will help you align your answers with their goals and show that you're genuinely interested in the company.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your experience in managing client accounts and delivering customer success in a SaaS environment. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Engage with Questions
Have a list of thoughtful questions ready to ask during the interview. Inquire about the team dynamics, the tools they use (like HubSpot), and how they measure success in the Customer Success Team. This shows your enthusiasm and helps you gauge if the role is right for you.
✨Demonstrate Your Interpersonal Skills
Since this role involves building relationships with key decision-makers, be prepared to discuss how you've successfully navigated complex stakeholder environments in the past. Highlight your communication style and how you adapt it to different audiences to ensure clarity and understanding.
