Are you able to provide world class customer support? Do you have experience liaising between customers and technical teams? Our client is looking for a Customer Success Manager to be their main point of contact for all customers and provide the very best in customer satisfaction.

The company

Our client delivers a variety of Environmental, Health and Safety services across the globe to help businesses overcome the various complexities of managing their EHS and risk data. In creating a safer and healthier workplace they provide a variety of services including blueprinting, seamless implementation, easy to understand solution training and unmatched service support.

The role

As a Customer Success Manager, you’ll be the main point of contact for all of our client’s customers, providing the very best in support. Customer satisfaction sits at the very heart of this role, and you’ll be tasked with increasing this and ensuring excellent retention rates. You’ll also be involved in planning and strategy, making sure that projects are aligned with customer requirements and actively playing a part in mitigating risk.

Other responsibilities include:

• Being a customer advocate
• Increasing overall customer satisfaction and retention rates
• Analysing account health metrics to identify areas of improvement
• Developing plans to mitigate risk and expand user adoption
• Leading on projects to align customer strategy with our client’s product
• Undertaking business reviews to demonstrate product impact
• Becoming a true product expert to provide training and guidance based on customer need
• Ensuring all customer requests are dealt with promptly
• Providing direction to junior teams on how to respond to customer requests
• Liaising between customers and technical teams
• Communicating with customers on future projects and products
• Increasing revenue via upselling and renewals

The requirements

You’ll have at least 5 years’ experience working in a customer success role, as part of a technical department in a software company. Other requirements include:

• Experience in a technical support role, ideally in a SaaS environment
• Strong track record in a customer service focused role
• Strong problem solving and analytical skills, with a keen eye for detail
• Experience liaising between customers and technical teams
• Excellent presentation skills and the ability to prepare documentation and training
• Ability to travel to customer sites as required
• Excellent communication skills (both written and verbal)
• Proficiency with MS Office suite
• Bachelor’s degree in a technology related field

Important information

Reference number: 10752

FMC contact for this role: Persephone Kennedy (persephone.kennedy@fmctalent.com)