Client Success Manager

The goal of the Client Success Scale Team is to deliver value to our customers via digital proactive outreach with human interaction for the moments that matter, and use our new product and value proposition to re-establish our position as the market leader in employee experience.

You’ll be responsible for delivering product engagement in a segment of customer accounts, across a range of industries, and ensuring that they continue to receive the best value from our products.

Using your ability to influence key stakeholders you’ll ensure that our clients’ business goals continue to align, and their overall usage of the platform remains high. As well as proactively educating admins on a 1:1 basis, you’ll also be driving commercial conversations for growth opportunities and renewals.

Day to day you can expect to:

• Maintain your portfolio’s revenue through churn mitigation strategies and customer lifecycle management.

• Increase NPS by building bespoke customer relationships, adding value, and resolving issues in a timely manner adhering to SLA.

• Protect, nurture, and deliver exceptional service to all accounts – use our new product and value proposition to ensure we are seen as a "must have" in this key segment.

• Drive revenue growth by leveraging add ons and promote multi-year deals at point of renewal to increase the lifetime value.

• Influence customers by providing guidance, support and reporting to ensure the successful onboarding (alongside an Onboarding Manager) and embedding of the product long term according to customer objectives.

• Establish regular communication with key stakeholders in order to educate and share industry knowledge and product updates, ensuring maximum value is delivered to the customer.

• Proactively identify and analyse trends across customer data and provide relevant reporting to influence communication and engagement strategies.

• Be a reliable point of contact and brand ambassador for Perkbox and its products in order to provide user and administrative support.

• Maintain account information accuracy to ensure that internal stakeholders have clean data and customer information at all times.

• An ability to tell stories with data – a comfort in speaking about numbers and the skill to use them to influence customers.

• A deep customer focus – with examples of improving customer engagement with a software product.

• Problem solving skills – you actively find solutions to challenges like getting customer buy-in or increasing engagement, always with customer needs in mind.

• Effective communication skills – you provide confident and timely communication to internal and external stakeholders.

• The ability to negotiate – you’re confident having difficult conversations relating to cancellation risk or issues and you’ll be able to articulate customer pain points to relevant internal teams.

• A data-driven & analytical mindset – spotting trends and using key data points to inform decision makers or stakeholders.

• A high level of comfort in being adaptable to change – you embrace different ways of working and new ways of operating. You see change as an opportunity to continually learn and improve.

• Employee discount

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@vivup.co.uk