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For Companies At a Glance
- Tasks: Build strong relationships with buyers and help them maximise product value.
- Company: Once For All is a fast-growing SaaS company transforming supply chain management.
- Benefits: Enjoy wellness funds, private medical insurance, holiday purchase schemes, and team events.
- Other info: Work in a collaborative environment with opportunities for personal and professional growth.
- Why this job: Join a dynamic team focused on customer success and impactful technology solutions.
- Qualifications: 4+ years in customer-facing roles, excellent communication, and problem-solving skills required.
The predicted salary is between 28000 - 32000 £ per year.
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.
About the Role
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.
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.
- Provide support to the Customer Account Managers during pre-sales engagements, sharing your product and subject matter expertise with prospective customer.
Qualifications
- 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.
- Strong problem-solving skills with an analytical approach when working with data.
- Strong commitment to accuracy and a high level of attention to detail.
- Love working with customers and resolving any issues or complaints.
- Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
- Inquisitive and wants to understand why things work the way they work and what drives customer outcomes.
Required Skills
- Exceptional communication skills
- Strong problem-solving skills
- Technical proficiency with relevant software
Preferred Skills
- Basic understanding of Construction or supply chain risk management
- Experience in a SaaS environment
Pay range and compensation package: £35K to £40K. As well as a career in a fast paced environment within an expanding business, we also offer the below benefits as standard:
- Wellness fund or Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 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
Customer Success Manager(Buyers) employer: Once For All
Contact Detail:
Once For All Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager(Buyers)
✨Tip Number 1
Familiarise yourself with the SaaS landscape, especially in relation to supply chain management. Understanding the specific challenges and needs of buyers in this sector will help you engage more effectively during interviews.
✨Tip Number 2
Network with current or former Customer Success Managers in similar roles. They can provide valuable insights into the day-to-day responsibilities and expectations, which can help you tailor your approach when discussing your experience.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlighting your problem-solving skills and ability to build relationships will resonate well with the hiring team.
✨Tip Number 4
Showcase your passion for technology and customer advocacy. Be ready to explain how you stay updated on industry trends and how you can leverage new product features to enhance customer satisfaction.
We think you need these skills to ace Customer Success Manager(Buyers)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing roles, particularly in SaaS environments. Emphasise your communication skills and any experience you have with supply chain management or risk management.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about customer success and how your background aligns with the responsibilities of the role. Use specific examples to demonstrate your problem-solving skills and ability to build relationships.
Showcase Your Technical Proficiency: Mention any relevant software or CRM systems you are familiar with. If you have experience with data analysis or reporting tools, highlight this as it shows your analytical approach to customer success.
Prepare for Potential Questions: Think about how you would handle common customer success scenarios. Be ready to discuss how you would drive platform adoption and manage customer relationships effectively, as these are key aspects of the role.
How to prepare for a job interview at Once For All
✨Understand the Role
Before the interview, make sure you have a solid grasp of what a Customer Success Manager does, especially in a SaaS environment. Familiarise yourself with the responsibilities outlined in the job description, such as customer onboarding and driving platform adoption.
✨Showcase Your Communication Skills
As communication is key in this role, prepare to demonstrate your ability to explain complex processes clearly. You might be asked to provide examples of how you've effectively communicated with customers in the past, so think of specific instances where your communication made a difference.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving skills. Think about challenges you've faced in previous roles and how you resolved them. Be ready to discuss your analytical approach and how it led to successful outcomes for your customers.
✨Research the Company and Its Products
Take the time to learn about Once For All and its offerings. Understanding their technology and how it helps customers manage supply chain governance will not only impress your interviewers but also help you tailor your answers to align with the company's goals.