Client Success Manager (London, UK)

job summary

The Client Success Manager (CSM) serves as the primary point of contact for a specific client set post-sale and post-implementation of their products and is responsible for ensuring customer satisfaction.  The CSM provides guidance and recommendations to clients throughout contract term to ensure product and new feature adoption, creating value for the client to drive a high renewal rate.  The CSM is also responsible for developing and maintaining relationships with key stakeholders within assigned accounts and identifying new revenue opportunities.  The candidate must be a proactive professional with the ability to think strategically while executing tactically.  This role is critical to the successful delivery of current client contracts.

Key Responsibilities

  • Ensure overall client satisfaction of both new and existing clients
  • Identify, track, and resolve all issues and risks associated with the delivery of client contracts
  • Manage scope and client expectations effectively throughout the life of the contract in line with Service Level Agreements
  • Build and manage relationships with key stakeholders within assigned client organisations. Establish trust and rapport with client leadership and operational managers
  • Build a knowledge base of each client’s business, organisation and objectives
  • Develop annual account plans and quarterly account reviews to be provided to the senior management team
  • Monitor customer utilisation and develop strategies to increase usage and adoption of the solutions within the client accounts
  • Continually assess, document, and analyse client gains for efficiency and effectiveness
  • Evangelise new products and features with client accounts
  • Coordinate additional client training and support as necessary
  • Understand client wants/needs and work with internal product lead to suggest product enhancements and solutions
  • Ensure all agreed client data is captured on SalesForce
  • Conduct post-sale product demonstrations to client accounts
  • Coordinate with Implementation Specialist and technical teams on added product set-ups for client accounts, support implementation processes as necessary
  • Visit clients on site to offer consultancy and better understand how effectively clients use the products implemented
     

experience,skills & education

  • 3+ years of customer service/account management experience, with experience in delivering support to technology solutions or within the Higher Education sector
  • Experience developing, nurturing, and maintaining relationships with clients; from day to day users to senior-level strategic partners and decision makers
  • Able to manage multiple work plans, schedules, resources, and deliverables
  • Excellent organisation, time management, people management and influence skills
  • Bachelor’s degree
  • Ability to quickly learn new technologies
  • Strong analytical skills with ability to understand client objectives, then to translate into requirements and effective product solutions.
  • Working knowledge of HTML (desired)
  • Proficiency in Microsoft Office suite (i.e., Word, Excel, PowerPoint)
     

We are a hard-working, fun-loving office, and we’re looking for the right fit; someone with great communication skills and a solid work ethic that picks up skills quickly. This is not an exhaustive list and you will be expected to be flexible in your approach to carrying out your duties that may change from time to time to reflect changes in the Company’s circumstances. This will include covering for your colleagues as required. The Company therefore reserves the right to vary the job description in consultation with you.

EEO / M / F / D / V

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