At a Glance
- Tasks: Build strong relationships with customers and drive their success through strategic partnerships.
- Company: Join a dynamic team at a fast-growing retail technology company.
- Benefits: Competitive salary, travel opportunities, and a supportive work environment.
- Other info: Exciting growth opportunities and a chance to learn about the latest retail trends.
- Why this job: Make a real impact by helping customers achieve their goals and grow their businesses.
- Qualifications: 2-4 years in grocery retail or account management; strong communication skills.
The predicted salary is between 42750 - 52250 £ per year.
We are seeking a Customer Success Manager to join our growing team. As a Customer Success Manager, you will serve as the primary point of contact for assigned strategic customers to develop long-lasting relationships with our most valuable customers. This includes development of relationships with cross-functional executives and project leaders within each customer and execution of strategies focused on driving customer retention and outcomes that will ultimately lead to more business. In this role, you will report to the Director of Customer Success & Training and collaborate with a cross-functional team including sales, solutions consulting, customer success, business intelligence, and professional services.
Key Responsibilities:
- Own, drive, and manage the end-to-end customer relationship – ensuring customer satisfaction, renewal, and expansion by building trusted business relationships with customers' key stakeholders.
- Become a strategic partner to our customers by understanding the customers’ business, their strategic initiatives, and leading indicators for performance improvement to serve as a trusted advisor.
- Act as an internal advocate and champion for your customers, pulling together the required teams and individuals needed to support current challenges or opportunities within the customer.
- Execute and deliver on exceptional service, communication and partnership activities that include a consistent meeting cadence and annual Executive Business Reviews.
- Develop ongoing communication with the retailers’ project and management teams to ensure trust and high satisfaction with Upshop, including considerations of additional Upshop products over time.
- Maintain and strengthen relationships while fostering new contacts with customers' cross-functional leaders by providing support, information, and guidance; researching and recommending new opportunities for profit and operational improvements.
- Lead the relationship management and internal data capture of key customer information and business capabilities.
- Support and consult customer and Upshop Professional Services teams in ongoing projects and priorities to obtain measurable and sustainable benefits.
- Collaborate with the sales team to foster revenue growth opportunities, and with the customer success team to develop customer plans and strategies to drive customer adoption and outcomes.
- Maintain awareness of retail trends and competitive offerings to identify and understand best practices in the grocery industry.
- Meet retention, adoption, and growth goals across assigned customers.
Job Requirements and Qualifications:
- 2-4+ years of combined grocery retail industry and account management or retail operational experience.
- Strong communication, listening and presentation skills and the ability to resolve situations while attaining customer satisfaction at both executive leadership and project level audiences.
- Empathetic, positive attitude with a desire to help customers reach their goals.
- Enthusiastic, results-oriented and creative individual with solid organizational and collaborative skills and comfortable with a fast-paced growth company.
- Demonstrated desire for continuous learning, improvement and awareness of retail industry trends.
- Attend all required meetings, training sessions, and company events.
- Must be available for travel up to 30-40% of the time.
Preferred Qualifications:
- Bachelor’s degree.
- Experience with retail technology solutions.
- Proficient with CRM tools such as Salesforce.
- Experience with companies in growth phase.
Customer Success Manager employer: Upshop
As a Customer Success Manager at our company, you will thrive in a dynamic and supportive work culture that prioritises employee growth and development. We offer competitive benefits, including opportunities for continuous learning and professional advancement, all while working in a collaborative environment that values your contributions to our strategic customer relationships. Located in a vibrant area, our team enjoys a balance of work and life, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Upshop. 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 Upshop 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
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 Upshop:Your cover letter is your chance to shine! Tell us why you want to work at Upshop 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 Upshop!
How to prepare for a job interview at Upshop
✨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.
