Customer Success Manager

Customer Success Manager

Location – Sheffield

Hybrid – 2/3 days in the office

Salary – £30,000

Interviews will take place at our Sheffield office on Tuesday 6th May & Wednesday 7th May

About the role

We are looking for a Customer Success Manager to proactively own and manage a portfolio of our key customer accounts, someone with a high sense of purpose and motivation to ensure the life events we are enhancing, receiving best in class service as standard, and our customers feel our \’customer first\’ values in every interaction.

Our Customer Success team help manage the day-to-day customer experience, solving problems, driving commercial outcomes and building great relationships to make sure customers are happy with our service.

As a Customer Success Manager you’ll be responsible for onboarding new customers, managing their experience, identifying and meeting customer needs to drive commercial outcomes and maintain retention. You’ll carry out partnership reviews, customer visits and day to day engagement with your portfolio. You’ll also be responsible for representing the customer within the business and liaising with the different departments to ensure we have happy customers.

You’ll have lots of data and information at your fingertips to help determine where to focus your efforts, ensuring customers are receiving the best value from the products and services they buy from us.

Key Responsibilities

• Building and maintaining customer relationships through proactive customer contact/meetings (on the phone, online, in person)
• Proactive management of your portfolio using data and insight to steer the right activities
• Answering all day-to-day customer queries/complaints and liaising with relevant departments to feed back to customer
• Onboarding new customers
• Managing customer health and NPS
• Keeping CRM and systems up to date
• Carrying out partnership reviews
• Visiting customers on-site at their venues
• Monitoring product usage
• Identifying upsell/cross-sell opportunities
• Informing customers about product developments
• Training on system and products
• Achieving customer relationship targets and KPI’s
• Fostering excellent internal relationships to enable the sharing of knowledge and best practise to achieve efficient, effective solutions for customers

Experience Requirements

• Previous Account Management and/or Customer Success experience
• Experience managing a portfolio of customers, using data to drive activities
• Experience in customer service environments
• Experience of sales and/or business development environments (desirable, not essential)
• Experience with B2B and B2C environments
• Strong communicator (written and verbal)
• Great at building rapport
• Able to manage multiple priorities at once
• Good problem solving, especially when dealing with complexity and ambiguity
• Ability to work within a fast-paced environment
• Experience of delivering online presentations, training sessions or workshops
• Proactive and efficient
• Strong IT skills
• Clean Driver’s License

About us

We are Vivedia, the UK’s market leader in audio visual services for ‘once in a lifetime events’ (weddings, funerals, citizenship ceremonies). We don’t simply follow the market, we’re an innovator and a disruptor. The work you do will have a positive impact on thousands of people daily and millions of people each year. We have a head office in Sheffield and a satellite office in London, but our customers are spread across the UK.

We’re not fans of all that corporate jargon you might hear from other businesses. We’re down to earth, we’re human and we’re passionate about putting our customers first (all companies say that, but we really do it).

Our friendly team of 150 are our most important customers. We care about having a positive, friendly, and engaging workplace, as that is the key to delivering great customer service. People love working here, and we have the independent survey results to prove it – we’re officially one of the ‘Best Companies’ in the UK to work for! It might be because of the flexibility we offer in terms of how and where we work, or the genuinely fun and supportive environment we’ve built in our dog-friendly office (complete with top of the range coffee machine), or the great service we deliver that gives them all such a buzz. We want you to bring your buzz to us too.

This is a business that is doing really well, but it goes beyond that; it’s about making absolutely sure things go right, first time, every time. This passion is driven from the top down by James, our MD (who hates titles and is just simply ‘James’) and the leadership team who make sure that brilliant customer service is at that heart of everything we do. When you meet us, you’ll see what we mean.

It’s so important that we are the right fit for each other, so we’ll share as much as you want to know about us while we’re getting to know you too

We offer a range of benefits including….

💰 Competitive Salary

📈 Performance Bonuses

🏠 Hybrid/Remote Work Options

⏳ Flexible Working Hours

🚀 Career Growth Opportunities

🎓 Learning & Development

🏝 Generous Paid Time Off

🍼 Parental Leave

💻 Tech & Equipment Provided

🍽 Free Tea, Coffee & Fruit

🎉 Company Events & Team Building