At a Glance
- Tasks: Engage with customers to ensure they get the most from our fleet management solutions.
- Company: Volaris Group has over 30 years of experience in innovative fleet management software.
- Benefits: Enjoy flexible working, 25 days annual leave, private health insurance, and tailored learning opportunities.
- Other info: This role may require up to 20% travel within the UK.
- Why this job: Join a dynamic team focused on customer success and innovation in a supportive culture.
- Qualifications: You need a business-related qualification and at least 2 years in a customer-facing role.
The predicted salary is between 28800 - 48000 £ per year.
Job Summary:
Role: Customer Success ManagerHours: Full Time, 37.5 (we are open to discussions around flexibility)
Location: Scotland, Remote
Salary: £40,000 - £50,000 DOE
Holidays: 32 including bank holidays, increasing to 34 after 1 year's service
Pension: 5%
Other Benefits: Life Assurance, Private Healthcare, Generous Discretionary Bonus Scheme, Company Sick Pay, Family Friendly Policies, Paid In Person Social Events.
Job Description:
Main duties include but are not limited to: Job Description:
What does the Company do?
DRAMS provides bulk inventory and distillery warehouse management software designed to meet the unique requirements of maturing spirit producers. Our systems are used by a number of high-profile UK and international companies including Suntory Global Spirits, Bacardi, Campari, Wm Grant & Sons, Whyte & Mackay and Glenmorangie.
We are part of Volaris Group, a global group of vertical market software businesses, offering the stability of a larger organisation alongside the agility of a close-knit specialist team.
What is unique about the role/ Company?
We understand that building a truly unique and dedicated system requires a diverse team of talented individuals to make it happen. At DRAMS, we put our people first, creating an environment where everyone feels valued, empowered, and supported. As a remote-first organisation, we offer opportunities for personal and professional growth, guided by transparent and approachable leadership. With our unique industry position and commitment to innovation and customer-centricity, DRAMS Software is a place where your career can thrive.
You’ll enjoy excellent benefits including:
Competitive base salary + a market-leading discretionary bonus
Remote-first working
32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
Progressive parental leave policies
Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
5% employer pension contribution
Regular in-person team events
Funded training and development programs
Work from home office equipment allowance
We believe in fostering each other’s strengths and trusting each other to deliver great results, no matter where you’re based. With 30 colleagues working remotely and in hybrid roles across the UK, we’ve built a comprehensive on-boarding process to set you up for success. You’ll not only get the opportunity to make a key contribution to the way we run our business locally, but we also form part of the global Volaris Group which means you’ll be able to navigate your future career within the wider group too – the best of both worlds we think!
What will I be doing day-to-day?
As a Customer Success Manager (CSM), you will play a key role in driving customer satisfaction, retention, and growth. Your primary responsibility will be to build strong relationships with our customers, ensuring they maximize the value of our software solutions. Through proactive engagement, you will help customers achieve their business goals, providing insights, guidance, and best practices.
The CSM will be integral to our revenue growth strategy by identifying opportunities for upsell and expansion. By deeply understanding our customers’ operations, challenges, and goals, you will work collaboratively with internal teams to enhance the customer experience and ensure long-term success. To be successful, you must develop a strong understanding of our software products and how they are used within our target market.
Main duties include but are not limited to:
Customer Relationship Management
Build and maintain strong, long-term relationships with customers, ensuring high satisfaction and retention.
Serve as a trusted advisor, guiding customers on how to maximise the value of our software.
Proactively engage with customers to identify challenges, provide solutions, and drive product usage.
Monitor customer engagement health scores, usage data, and feedback to proactively address risks.
Collaborate with Sales, Product, and Support teams to ensure seamless customer experience.
Advocate for customers internally, influencing product development and enhancements based on feedback.
Conduct regular check-ins, business reviews, and training sessions with customers (international travel will be required on a regular basis).
Encourage customer participation in feedback surveys, product workshops, and user group events.
Maintain an in-depth awareness of our products, services, industry trends and competitive landscapes.
Maintain detailed and up-to-date customer account plans, activities and pipeline in Salesforce and other CRM tools.
Sales & Growth Opportunities
Identify upsell and expansion opportunities by understanding customer needs and business objectives.
Track and manage sales pipeline activity to ensure targets are met.
Prepare and deliver sales presentations and product demonstrations.
Collaborate with marketing teams to develop campaign strategies and collateral.
Prepare accurate sales documentation, quotes, and proposals.
Role skills and technical competencies:
Required
Bachelor’s degree in business, marketing, or a related field.
5+ years’ experience in a Customer Relationships/Account Management role.
Passion for building strong customer relationships and delivering value.
Ability to recognise revenue opportunities and align customer needs with business growth strategies.
Experience analysing customer usage data to identify trends and areas for improvement.
Familiarity with distilling, manufacturing, or production processes is a plus.
Ability to manage multiple customers, projects, and priorities efficiently.
Proficiency in CRM tools (i.e., Salesforce, HubSpot, etc.).
Working knowledge of marketing and sales principles.
Excellent written and conversational communication skills.
Adept at working with cross-functional teams to exceed customer expectations.
Working knowledge of leveraging AI to improve Customer Experience.
Reporting to:
Professional Services Manager
Worker Type:
RegularNumber of Openings Available:
1Customer Success Manager employer: Volaris Group
At Volaris Group, we pride ourselves on fostering a vibrant work culture that champions innovation and collaboration. Our employees enjoy flexible working options, generous annual leave, and comprehensive health benefits, all while being part of a team that values personal growth and development. Located in the heart of the UK, we offer a unique opportunity to engage with a diverse customer base and make a meaningful impact in the fleet management industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with the fleet management industry and the specific challenges it faces. Understanding the nuances of this sector will help you engage more effectively with potential customers and demonstrate your expertise during interviews.
✨Tip Number 2
Network with current Customer Success Managers in similar roles, especially those within SaaS companies. They can provide valuable insights into the day-to-day responsibilities and expectations, which can help you tailor your approach when applying.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of how you've successfully managed customer relationships in the past. Be ready to discuss specific scenarios where you turned a challenging situation into a positive outcome.
✨Tip Number 4
Research Chevin and its products thoroughly. Understanding their offerings and how they benefit customers will allow you to speak confidently about how you can contribute to their success and align with their goals during the interview process.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer success or similar roles. Use keywords from the job description, such as 'customer engagement', 'strategic development', and 'communication skills' to demonstrate your fit for the role.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer success and how your background aligns with the responsibilities outlined in the job description. Share specific examples of how you've driven customer satisfaction and loyalty in previous roles.
Showcase Relevant Skills:Highlight essential skills mentioned in the job description, such as analytical abilities, problem-solving, and experience with tools like Salesforce or Zendesk. Provide concrete examples of how you've applied these skills in past positions.
Prepare for Potential Questions:Anticipate questions related to customer engagement strategies and how you handle challenging situations. Prepare thoughtful responses that reflect your experience and approach to fostering strong customer relationships.
How to prepare for a job interview at Volaris Group
✨Understand the Customer's Business
Before the interview, research the company and its customers. Familiarise yourself with their fleet management strategies and key stakeholders. This will help you demonstrate your understanding of their needs and how you can add value.
✨Showcase Your Communication Skills
As a Customer Success Manager, effective communication is crucial. Prepare to discuss how you've successfully communicated complex information to non-technical stakeholders in the past. Use examples that highlight your ability to build relationships and foster trust.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer engagement strategies. Think of specific scenarios where you've turned a challenging situation into a positive outcome, showcasing your analytical skills and resilience.
✨Demonstrate Your Strategic Mindset
Be ready to discuss how you would approach developing strategic plans for customers. Highlight your experience in analysing customer data to identify trends and potential issues, and how you would use this information to drive customer success.
