Customer Success Manager

Salary: £45,600 – £48,000 per year

KT Media Recruitment is recruiting for a Customer Success Manager to work for a market leading technology company and to be based either in London, Manchester or Cardiff.

The Customer Success Manager benefits:

· Salary: £45,600 – £48,000 depending on experience, plus a £4,000 to £6000 performance bonus, and a £7,200 annual car allowance

· 8% contribution to your salary into your pension – you pay nothing.

· Private Health Insurance including Optical and Dental Policies.

· £50 Monthly contribution to Health and Wellness (£600 a year)

· Monthly Office Socials.

· Large, modern offices conveniently located next to the station

· Cycle to work scheme

· A fantastic culture – open communication, transparency through practical and quarterly strategic briefings.

The Customer Success Manager role is to ensure long-term retention of customers, maximising their satisfaction of, and loyalty to the client and minimising customer churn. They relentlessly monitor “Customer Health” and effectively engage with at-risk customers to win their confidence and to develop successful product adoption and retention strategies.

The Customer Success Manager responsibilities include:

· Develop and maintain an outstanding knowledge of the software & it’s companion products

· Promote use of the full suite of products & drive adoption of the newest features

· Advocate customer needs and lead issue resolution cross-departmentally, act as the voice of our customers

· Contact customers post-install to introduce yourself as their Customer Success Manager & identify any immediate areas of concern

· Touch base with your customers throughout their life-cycle to check that they’re up to date with our latest developments & using the software to its full potential

· Analyse “Customer Health” metrics, NPS results and other feedback to identify customers who are not realising the full benefit from their investment

· Reach out pre-renewal to identify & resolve any potential issues before they escalate into a reason not to renew

· Identify the need for, schedule & conduct onsite / remote visits & training sessions

· Schedule & conduct visits where other departments have identified a need

· Monitor high-volume call loggers to see if they’d benefit from additional training

· Examine usage reports to identify if a customer becomes disengaged or exhibits unusual usage behaviour

· Convert happy customers into reference sites for New Business to use

· Attend industry events to speak with existing customers

· Script & conduct customer webinars to showcase new features & ways to utilise LEAP

Customer Success Manager Essential Skills:

· Exceptional organisational skills

· Superb written & verbal communication

· Self-disciplined & self-motivated

· A passion for technology

· Ability to communicate workarounds simply & concisely

· An understanding of the small law firm’s culture & expectations

· An understanding of Solicitor’s Account Rules

· Onsite training experience

· Basic Xero knowledge

· Exhaustive knowledge of Microsoft Word, Excel & Outlook

Other Requirements:

* Access to own car and ability to drive (£7,200 annual car allowance provided)

* Articulate & well presented.

* Law or Tech degree preferred or experience of working in the legal industry

* Must live in the UK – Hybrid working pattern – 3 days office based and 2 days from home

If you are interested in this Customer Success Manager role, please apply below: