CSM Manager

Tangent International are urgently looking for a Customer Success Manager to work a 12 month extendable contract based in Reading! (Hybrid) The Customer Success Manager is an individual contributor role within our Global Customer Success organization. The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a Customer Success Manager, you will contribute to growing the book of business by effectively utilizing resources and tools as well as supporting internal teams. Key activities include but are not limited to maintaining a healthy book of business through digital and transactional interactions, identifying and managing churn risks, discovering growth and expansion sales opportunities, supporting internal teams with back-office tasks and activities. Initiate outbound interaction with the customers to address existing outstanding issues, renewals and churn risks or potential growth opportunities. Assist customers and local teams with billing queries and related activities. Assist customers and local teams with contractual amendments and related activities. Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution. Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth. Proactively manage renewals pipeline identifying and addressing potential risks. An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics; An experience and/or excellent understanding of Customer Success and/or Account/Relationship Management ideally with historical records of retention and growth of customer base (mandatory); An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment (mandatory); Fluent written and verbal communication in English are required (mandatory); Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory); Excellent time management, organizational and prioritization skills (mandatory);