At a Glance
- Tasks: Build strong customer relationships and drive platform adoption for maximum value.
- Company: Join a high-growth SaaS company transforming supply chain management.
- Benefits: Competitive salary, wellness fund, 25 days holiday, and ongoing professional development.
- Other info: Hybrid role with a dynamic team and opportunities for growth.
- Why this job: Make a real impact by helping customers succeed with innovative technology.
- Qualifications: 4+ years in Customer Success or related fields, exceptional communication skills.
The predicted salary is between 42750 - 52250 £ per year.
Company Overview
Once For All is a high-growth, cloud-based, Saa S 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 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.
- **Salary from £35,000, depending on experience**
- **This is a hybrid role(3 days per week from Basingstoke office)**
Job Responsibilities
- Customer onboarding
- Develop a comprehensive understanding of the customer needs and business objectives.
- Build a personalised adoption plan that supports their business and increases customer advocacy.
- Be responsible for the overall delivery of the adoption plan and reaching the desired customer outcomes.
- Support the customer through organisational change management.
- Driving adoption
- Act as a subject matter expert in supply chain onboarding to maximise adoption within the Buyers supply chain.
- Become a trusted advisor in the strategic goals of our customers in the use of our Platform.
- Create and drive individual success plans support your customers’ business objectives.
- Present impactful data and insights during regular customer business reviews to drive further adoption.
- Champion new product features, highlighting where they release additional value for the customer.
- Work with your customers to proactively monitor compliance levels, proposing strategic activities to continually improve.
- 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.
- Work in partnership with the Customer Account managers to maximise adoption and secure renewals.
- Work collaboratively with the Marketing, Sales Operations and Inside Sales teams to maximise customer value and ensuring delivery of customer outcomes.
- Provide support to the Customer Account Managers during pre-sales engagements, sharing your product and subject matter expertise with prospective customers.
Candidate Requirements
- A minimum of 4 years of proven commercial experience working in Customer Success, Sales, Business development, Account Management, or Customer experience.
- Experience in software demonstration and training delivery.
- Confident in both leading strategic conversations, and de-escalating challenging situations.
- Exceptional communication skills. You must be able to write and speak clearly and be able to explain technology to customers in a straightforward way.
- Strong problem-solving skills with an analytical approach when working with data.
- Loves working with customers and is comfortable with phone and video calls.
- A passion for technology and software.
- Works with a commitment to accuracy and a high level of attention to detail.
- Able to prioritise and perform effectively under pressure.
- Dependable, organised and able to follow through on commitments made both internally and externally.
- Naturally inquisitive and interested in the ‘why’.
- Someone who is enthusiastic, shows passion and excitement for their job, and loves to be part of a team.
- A quick learner.
- Enjoys working in a fast paced, growth environment and doesn’t mind the unknown.
- Someone with drive and who wants continuous professional development.
- We will provide all the necessary sector training however demonstrating basic understanding of construction or supply chain management preferred.
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
- 24/7 and 365 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 in Southampton employer: Once For All
Once For All is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive wellness fund, generous holiday allowances, and ongoing training opportunities. Our collaborative work culture fosters innovation and engagement, ensuring that as a Digital Customer Success Manager, you will thrive in a supportive environment while making a meaningful impact across diverse sectors. Located in Basingstoke, you'll enjoy a vibrant office atmosphere with perks like free refreshments and team events, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Once For All. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Once For All before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Once For All:Your cover letter is your chance to shine! Tell us why you want to work at Once For All specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Once For All!
How to prepare for a job interview at Once For All
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
