Do you have a strong track record in a customer success role? Do you have experience in software sales and an in depth understanding of SaaS? Our market-leading client is looking for a Customer Success Manager to join their team.

The company

Our client is the UK’s market-leading provider of technology-led risk management solutions that focus on providing businesses of all sizes a way to take care of their people, customers, and the environment. They ensure their customers can work to the highest standard, demonstrating best practice within health and safety assessments. They continue to grow and have ambitious growth plans both nationally and internationally for 2021 and beyond.

The role

As Customer Success Manager (CSM) you will ensure that you achieve your account growth targets through strategic analysis and mapping exercises. You will build an exceptional knowledge of the organisation to enable you to develop propositions and offers to internal and external stakeholders. This role works with a variety of talented internal teams to provide post-sales support, ensuring resolution of any customer issues and ensuring they’re receiving the best possible value.

Responsibilities include:

• Ensuring successful implementation of new client accounts and management of existing ones
• Preserving established key accounts
• Analysing the market to identify growth opportunities
• Evaluating appropriate account management systems
• Working with Senior Management Team to develop opportunities and make amendments where necessary
• Developing project plans and conducting presentations for clients
• Driving customer satisfaction and success in key accounts
• Acting as a point of contact for post-sales queries and escalations
• Working with internal teams to make sure any queries are actioned in a timely manner
• Driving continuous improvement

The requirements

You’ll have strong account management experience and a proven track record of opportunity generation, as well as…

• Degree level educated
• Experience in software sales and an in depth understanding of SaaS
• Strong computer literacy skills (including Microsoft Office suite)
• Detail orientated and analytical
• A strong understanding of customer business structure, projects, and contracts
• Excellent customer service skills
• Able to develop interpersonal relationships with internal and external stakeholders
• Excellent project management skills
• Ability to work cross-functionally
• A natural, confident communicator and presenter at all levels
• Strong written and verbal communication skills
• Highly organised and able to manage multiple projects successfully
• Able to work closely with key accounts and dig into their business needs

This role is remote.

Important information

Reference number: 9764

FMC contact for this role: Gareth Back