Customer Success Manager (Buyers) in Basingstoke

Company Overview: 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 60k 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: The Customer Success Manager (Buyers) role is responsible for building and maintaining strong relationships with our buyers, growing strategic, lasting and successful partnerships. You 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.

Job Responsibilities:

• Customer onboarding: Develop a comprehensive understanding of the customer needs and business objectives, building a personalised adoption plan that supports their business and increases customer advocacy. Complete the initial set up of the platform to meet the customer requirements. Provide comprehensive training to the customer.
• Driving adoption: Set up and manage supply chain campaigns to drive adoption of the platform within the Buyers supply chain. Create individual success plans support your customers’ business objectives through the use of our tools. Present impactful data and insights during regular customer business reviews, to drive adoption further. Support the customer through organisational change management, equipping teams with the skills and knowledge necessary for successful change adoption. Serve as a subject matter expert for platform use and support, demonstrating and educating on platform functionality to ensure they are getting maximum value from their membership. Champion new product features, communicating and demonstrating them to release additional value for the customer. Proactively monitor customers’ supply chain compliance and activity, applying a mindset of continual improvement. Help our customers in using our technology over the phone and over email. Act as the voice of the customer and provide feedback to the Senior Management and to the Product team. Work collaboratively within the Buyer Success Team, contributing ideas and strategies to raise the profile of Once For All and onboard new customers. Work collaboratively with the Customer Account Managers, Marketing, Sales Operations and Inside Sales teams to maximise all adoption / customer advocacy opportunities.
• Pre-sales support: Provide support to the Customer Account Managers during pre-sales engagements, sharing your product and subject matter expertise with prospective customers.

Candidate Requirements:

• Minimum of 4 years of customer facing experience in a SaaS based environment.
• Proven experience working in Sales, Business development, Account Management, Customer success, Customer experience or other customer facing roles.
• Basic understanding of Construction or supply chain risk management will be preferable.
• Exceptional communication skills, able to write and speak clearly and explain complex processes to customers in a straightforward way.
• Strong problem-solving skills with an analytical approach when working with data.
• Strong commitment to accuracy and a high level of attention to detail.
• Passion for working with customers and resolving any issues or complaints.
• Interest in technology and good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
• Inquisitive nature, wanting to understand why things work the way they do and what drives customer outcomes.

What we offer:

• 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
• Headspace – mindfulness and meditation app
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office