Customer Success Manager - Voicescape in Stretford

• Competitive salary and bonus opportunities

Job Description

• Onboarding new customers by understanding customer needs and challenges. Discovering what success looks like, and providing expert advice on how to best implement the technology.
• Management of the delivery of In-Life Change to scope & agreed timelines / budget.
• Consultative and strategic product expert who takes time to understand in detail all aspects of the product and can clearly communicate knowledge and spread expertise and enthusiasm amongst the customer base to perpetually cement value to the customer
• Full ownership of all operational customer touchpoints, named point of contact for the duration of the customer contract.
• Identify operational stakeholders and the value and desired outcomes they wish to get from the product - monitor and proactively create action plans based on any changes
• Provide quarterly business reviews (QBR) with operational customers either face to face or virtual, delivering success statement update of progress against customer business objectives, overseeing timely resolution of issues, share best practice and, identify any opportunities and/or risks.
• Providing training face to face or virtually to all customer at implementation and beyond with the aim of; developing customer champions with excellent product knowledge and facilitating enthusiasm amongst the customer base.
• Compiling success statement/ supporting data for Customers and also for internal usage
• Deliver product specific user group activities to share best practice, encourage advocacy, identify risks and capture feedback to inform future product delivery.
• Administration
• Project administration; all administration in line with each implementation; project plan, resources, presentations, etc.
• Creating all training materials, presentations, end user manuals and handy hints guides.
• QBR admin, providing the customer with all required performance information either in advance or following the meeting, or both.
• Creating new support tickets, production jobs & change requests to the required standard and ensuring customer is kept up to date with progress.
• Updating internal systems including adding records of all customer interactions, meeting notes & customer health scores.
• Participation in regular Account Review meetings with key internal stakeholders
• Using MS Teams & social media including Twitter & Linked In to keep Internal Stakeholders, Customers & Prospects updated with Voicescape Activities and sharing good news stories about Customer Success.
• The Successful Applicant
• Recent social housing experience for this role is essential as candidates must be able to empathise with the customer and relate to their world - a customer advocate focused on understanding what's important to the customer and how we can delight them with all our interactions.
• Enthusiastic and passionate about customers and helping them to succeed
• Self -motivated and conscientious individual with excellent communication skills and a committed work ethic
• Proactive in contributing to never ending improvement of standards
• Responsible for outcomes and proactively ensure timely execution of tasks to achieve customer satisfaction
• Diligent in all administration and surrounding activities required to deliver outstanding customer relationships
• Able to project a professional image
• Able to work effectively under pressure
• Willing to do the hours necessary, including out of hours support & maintenance, in the event of planned or unplanned maintenance or major incident management.
• Confident and comfortable speaking and presenting in from of larger groups of people
• Willing to travel with occasional overnight stays
• What's on Offer
• Bonus after one year of service.
• 5% contributory pension
• Travel/Car expenses
• Permanent role with growth potential in a rapidly expanding organisation
• Vibrant office complex with free on site gym, exercise classes and games room
• Customer Success Manager - Voicescape • Salford, England
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