Back to search
We are working in partnership with an established technology business in Newcastle.
We seek to recruit a Customer Product Implementation and Relationship Manager. This is a full time permanent role. There is hybrid working available.
The role is to lead, manage and coordinate the product implementation and projects teams in the successful delivery of customer product uptake and customer success. To spearhead activities and initiatives that focus on successful customer relationship building that nurtures healthy product health scores and product growth.
Key duties:
- Foster collaboration and continuous improvement within the team that focuses on successful product deployment and project delivery
- Strategically implement onboarding and customer renewal processes that ensures swift customer product utilisation and confidence in business forecasting
- Ensure adherence to and champion the pursuit of identified Key Performance Indicators for product implementation and project delivery
- Responsibility for managing product implementation and ongoing relationships for a number of customer contracts
- Ownership for customer revenue and associated initiatives that monitors churn risk as well as upsell opportunities
- Influence commercial potential through careful assessment and critique of product implementation projects in the team; surfacing opportunities to Head of Department
- Work collaboratively with the sales team to provide timely information to inform renewal discussions.
- Engineer techniques and strategies that both nurture customer relationships that reveal sentiment through data and feedback
- Execute the delivery of department operational excellence strategies including standardisation, efficiency and data quality
- Introduce synergy between CRM and team Tactical Implementation plans that allow for immediate customer success insight from team initiatives
- Analyse customer feedback through CSAT, NPS and customer requests
- Work with the product teams on key project escalations that are critical to customer success
- Coach and mentor team in alignment to objectives, personal development and team goals
- Act as a point of escalation for the team for swift action planning
- Maintain an understanding of the full portfolio of our products
- Line management responsibility inclusive of 1-1s, objecting setting and performance reviews
The company will offer an excellent salary (this can be discussed on application), plus super benefits and a great holiday allowance.
Interested candidates should apply now.
