Customer Success Team Manager (Buyers)

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary: This leadership role is to work with the Director of Buyer Success to build, motivate and develop a team of highly passionate, driven and engaged Customer Success Managers & Executives for our Buyer community, primarily for our Supply Chain Management product set. Your Team is responsible for building and maintaining strong relationships with our buyers, growing strategic, lasting and successful partnerships. They help customers maximise the value they get from use of the products and services they subscribe to, drive platform adoption both in the buyer community and their respective supply chains; help retain subscriptions and grow customer advocacy. This role oversees the daily operations to maintain business-as-usual, whilst driving continual improvement in our services, processes and customer experience, and working with key stakeholders across the Business to drive a customer centric approach for the end-to-end customer journey. This role is instrumental in shaping the department’s future, scaling it for growth, and refining our people, processes, and strategies. The focus is on fostering a customer-centric culture that prioritizes exceptional service and drives our company’s success.

Salary: £60K plus bonus.

Job Responsibilities:

• Lead the UK Buyer Success Team, developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
• Develop a customer focused team who establish strong customer relationships to support lasting and successful partnerships, and are pro-active in always seeking opportunities to improve customers’ experience.
• Be part of the Buyer Success Management Team reviewing processes and driving continuous improvement through the creation, training, and enforcement of those improvements.
• Represent Buyer Success within interdepartmental and leadership meetings, presenting impactful data and speak for our needs and requirements.
• Coach, train and mentor your team on all Buyer Success operations including project management skills.
• Manage the day-to-day operations, resourcing and co-ordination of the team.
• Own and develop the New Buyer onboarding process, advising and overseeing the team to deliver excellent results in line with best practice.
• Create and own the strategy for Buyer account success planning, overseeing the team in delivering proactive, high-impact activities to our customers to drive engagement and adoption of the OFA products.
• Drive and monitor performance to hit team KPIs and operational metrics.
• Work with commercial teams to proactively manage and monitor pipeline of onboarding projects and supply chain onboarding campaigns to ensure proactive resource and capacity management.
• Advocate for your team and customers internally, working collaboratively with other key business units to drive continual improvement to the customer experience of the products and services.
• Establish excellent senior relationships with the strategic buyer accounts, acting as point of escalation and oversight where required.
• Be seen as subject matter expert for platform expertise and use.
• Collaborate and work closely with Commercial team leadership to ensure Buyer Success provides the appropriate support during pre-sale stages for new buyers.
• Identify team training and skill development needs, in conjunction with the HR Department, and deliver on those needs via individual training plans.
• Lead the recruitment, induction and training of new starters into the team.

Knowledge, Skills, Experience and Qualifications:

• Someone who has proven experience, ideally 4+ years, in line managing teams within customer facing teams such as customer success, account management or project delivery in a SaaS based environment.
• Has a track record of getting results and hitting key KPIs and targets.
• Has exceptional communication skills. You must be able to write, speak and present clearly, being able to put across complex data and processes in a straightforward way across all levels of the organisation.
• Has experience of setting team strategy, goals and objectives that align with the company’s mission, and the tenacity to see them through to completion.
• Is highly organised and proactive, and can manage time and resources to meet critical deadlines.
• Can identify and resolve issues swiftly and devise innovative solutions to complex challenges.
• Can delegate the right tasks to the right people.
• Has experience in embracing and driving change, and will thrive in a fast-paced, growth environment.
• Commits to team success, taking full ownership and accountability for their work and the collective team output.
• Has passion and enthusiasm for building high performing teams in the technology sector.
• Leads with a commitment to fairness, honesty, and open communication.
• Has proven experience in coaching, mentoring and empowering teams to enhance their skills, and foster professional growth.
• Nurtures talent within their team for the benefit of the individual and the company.
• Can inspire and rally their team around common goals, maximizing motivation and performance.
• Champions our Company values of Innovation, Collaboration & Sustainability.
• Has proven track record in building strong positive long-term relationships with customers at a senior level.
• Has a proven track record in software implementation delivery. We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management is preferable.

What we offer: As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/356 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office