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- Tasks: Help customers succeed with our tech by managing accounts and ensuring their needs are met.
- Company: Totalmobile is a leader in Field Service Management, transforming lives of mobile workers across the UK and Ireland.
- Benefits: Enjoy a supportive culture, inclusive environment, and opportunities for personal development.
- Why this job: Make a real impact on customer success while working in a dynamic, innovative team.
- Qualifications: 3+ years in Customer Relationship Management, ideally in software or SaaS environments.
- Other info: We celebrate diversity and support all employees in their unique journeys.
The predicted salary is between 36000 - 60000 £ per year.
Totalmobile is committed to improving the lives of mobile workers with Field Service Management technology . We are the established market leader with 410 staff across the UK and Ireland. We support over 1,000 organisations and 500,000 workers to transform the delivery of field services and experience an exceptional return on investment.
Join our team as a Customer Success Manager and help us make a difference in the lives of our customers and their employees. As part of the Totalmobile Customer Success Team , you will be responsible for ensuring that our customers realise the value of their investment through successful engagement and ongoing management. Your role will focus on customer account health and retention, with an emphasis on delivering a consistent level of engagement to ensure that their needs are met through our solution and service delivery.
We are looking for someone who has a heart for customer success and can build strong relationships. You will have experience in customer relationship management and a proven track record of managing customers at either a relationship or project level. You will be a problem solver, identifying and resolving issues effectively, with excellent interpersonal and communication skills.
As a Customer Success Manager , you will work closely with the vertical MD and the wider CS team to support the maintaining of existing ARR revenues as delivered through the existing customer base, new customer onboarding, and solution delivery to meet the business growth plans. You will also ensure satisfied customers from CS engagement, as measured by a customer NPS score and a standardised customer engagement plan for each account, ensuring regular communications and a consistent level of engagement.
You will need to support the exploration and exploitation of new and emergent processes and tools for innovation and customer advocacy. You will also drive the customer activation process so that the customer can realise their investment. As the point of escalation for allocated TM customers, you will work with the customer and relevant TM teams to efficiently and effectively address any issues raised. You will also identify any upsell or cross-sell opportunities to allocated customers and represent the customer in TM product development priorities.
Skills and Experience
You will need to have at least 3 years of Customer Relationship Management experience within the software industry . This experience should include managing complex SaaS solutions with an ARR greater than £500k . If you have prior experience in field service management solutions, CRM, or ERP technologies , it would be a plus. You will be skilled in problem management and be able to identify and resolve issues effectively within a fast-paced environment. Ideally, you will have worked in a software company that is a startup, scale-up or high-growth organisation .
At Totalmobile, we want our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages of their journey with us.
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Customer Success Manager (C&I) employer: Totalmobile Group
Contact Detail:
Totalmobile Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (C&I)
✨Tip Number 1
Familiarize yourself with Totalmobile's Field Service Management technology. Understanding the specific solutions we offer will help you engage more effectively during interviews and demonstrate your genuine interest in our products.
✨Tip Number 2
Highlight your experience in managing customer relationships, especially within the software industry. Be prepared to discuss specific examples of how you've successfully retained customers and improved their satisfaction.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of challenges you've faced in previous roles and how you resolved them. This will illustrate your ability to handle issues effectively, which is crucial for a Customer Success Manager.
✨Tip Number 4
Research the importance of NPS scores and customer engagement plans. Being knowledgeable about these metrics will allow you to speak confidently about how you can contribute to maintaining high customer satisfaction at Totalmobile.
We think you need these skills to ace Customer Success Manager (C&I)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Success Manager position at Totalmobile. Understand the key responsibilities and required skills, especially focusing on customer relationship management and problem-solving abilities.
Tailor Your CV: Customize your CV to highlight relevant experience in customer relationship management, particularly within the software industry. Emphasize any experience with SaaS solutions and your ability to manage complex customer accounts.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your ability to build strong relationships. Mention specific examples of how you've successfully managed customer accounts and resolved issues in previous roles.
Highlight Relevant Skills: In your application, make sure to highlight your interpersonal and communication skills, as well as your experience in driving customer engagement and satisfaction. Mention any familiarity with field service management solutions or CRM technologies, as this will strengthen your application.
How to prepare for a job interview at Totalmobile Group
✨Show Your Passion for Customer Success
Make sure to express your genuine interest in helping customers succeed. Share examples from your past experiences where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific challenges you've faced in previous roles and how you resolved them. Highlight your ability to think critically and act swiftly in a fast-paced environment.
✨Highlight Relationship-Building Experience
Be ready to talk about how you've built strong relationships with clients in the past. Use concrete examples to illustrate your interpersonal skills and how they contributed to customer retention.
✨Understand Totalmobile's Solutions
Research Totalmobile's field service management technology and be prepared to discuss how it can benefit customers. Showing that you understand their products will demonstrate your commitment and readiness for the role.
