Job Purpose
As Customer Success Manager (CSM) your key responsibilities will be to manage the retention and growth of all Support and Service Agreements. The role includes all aspects of new and existing service contract proposal preparation, management & monitoring of all associated financial and operational delivery performance as well as attendance of client facing performance review meetings and renewal negotiations.
You will be supporting and ensuring the continual improvement of the support contract services, providing guidance and feedback based on Customer Satisfaction Questionnaires, working with Engineering, Sales, other key functions and our customers to maximise our recurrent, regular service contract business.
The CSM will manage a set of contracts by creating success plans and executing against them. They regularly check in with the customer, understand the customer’s industry, business, and goals. They build a strong relationship toward becoming a trusted advisor, and service their needs in an efficient and frictionless manner. They help the customer to optimise the utilisation of their existing and available products and systems to ensure best practice adoption. They work in tandem with the Heads of Sales / BDMs and hand off qualified opportunities for expansion. They act as the customer advocate internally to ensure timely and positive outcomes.
Key Responsibilities
- Calculate and prepare contract proposal documentation for all new prospects and existing customers
- Attend client facing meetings to review delivery Service Level Agreements (SLAs) and future site needs as well as negotiate new charges in advance of contract expiry – discuss and suggest optional services and cross selling services that would be beneficial to client – follow up on actions from Contract Review Meetings and keep customer updated
- Manage interface with Sales, Finance and Commercial functions for incoming Purchase Orders, T&C’s, administrative, contractual, financial and tax matters of all service & support contracts
- Build strong relationships with customers and internal stakeholders
- Analyse, forecast & report financial performance of all service contracts
- Contribute to the Services Offer Creation process by identifying and sharing new markets trends and customer needs
- To maintain the company’s reputation as a leading-edge systems integrator and promote the business as a whole
- Propose, discuss and implement related action plans together with internal functions (Sales, Engineering etc.) and align with other office personnel according to the Services Strategy
- Support the launch of all new Services Offers and tools via contract negotiations and promotions
- To ensure all single and / or multiyear proposal document(s) are scoped, priced and approved in line with business procedure(s)
- To ensure that delivery performance value is demonstrated to customers and any issues addressed promptly to enable on time renewal and maximisation of service growth
- To mitigate risk and ensure order intake, revenue and margin targets are met
- To ensure contract scope is met, on time and in full, to optimise customer satisfaction and build loyalty to ensure long-term client retention (minimise customer churn)
- Analyse customer data to improve customer experience, to provide Management with feedback after performance review, delivery issues and / or market challenges to develop new offers
- To ensure Best Practice is applied, opportunities identified for cross & up-selling, and contracts and site meetings are completed to required deadlines
- Other duties as required
Knowledge, skills and experience
- Proven work experience as a Customer Success Manager, Contract Manager or similar role
- Experience working with brand image and promoting value through customer experience
- Experience in document creation and value-pricing
- Experience working with senior level customer stakeholders
- Consultative selling experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- A communications or marketing degree is preferred
- Highly organised and able to multi-task
- Self-driven and proactive nature
- High computer literacy and ability to learn new software
- Knowledge of customer success processes
- Patient and active listener
- Passion for service
- Business travel
Remuneration Package
- Competitive salary
- Holidays 25 days (plus Bank Holidays)
- Bonus scheme
- Car allowance
- Salary sacrifice schemes – pension, Bike2work scheme
- Life Insurance
- Employee assistance programme
- Flexible working
- Programme of personal development & training
- Free car parking
- EV charge points on-site (office)
- Social & wellbeing activity programme
