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Shackleton Recruitment Groupare currently looking to recruit a Customer Success Manager for a leading Construction company based in the North of London,
About you
You will have a drive and desire to want to grow within an extremely reactive customer focused environment.
You will have a willingness to want learn about both processes and products so you can fulfil the role at the best of your ability.
You will be a great team player with excellent customer facing communication and interpersonal skills to lead a team to ensure the most efficient and effective support is delivered to our customers.
You will need to be supportive, visible and lead by example within the office operational team to create a positive, friendly and supportive working culture.
All aspects of the role must be performed in line with the businesss values to realise our vision by providing unrivalled customer experience and professional service to our clients.
The position requires high levels of self-motivation, organisation and must be performed with integrity and dedication. In return we are committed to empowering and developing exceptional talent, maintaining our friendly and supportive environment to ensure we get it right first time every time.
About the role
The role is a customer focused leadership role driving the customer success team to ensure the highest level of customer experience is delivered.
Look to drive and support the customer success team with there day to day roles striving to achieve departmental KPIs and playing a crucial role in the success of the business.
Department Management and Reporting:This role requires the ability to source, interpret and analyse departmental data from our CRM system to ensure effective performance of the customer success team.
Leadership:Be proactive, present and vocal within the office to help drive and support the customer success team in a highly reactive environment. Ensure key decisions are made quickly and effectively to help deliver unrivalled customer service.
Resource Management:Leading Customer Success Team to coordinate our engineering team to ensure timely and efficient scheduling of required works meeting our industry set guidelines on response times and internal KPIs.
Administration Support:Provide administrative support to your team when required, including responding to emails and answer telephone calls to ensure the Teams KPIs are met.
Communication:Be the main contact within the Customer Success Team for both internal departments and external stakeholders. Facilitate effective communication and collaboration amongst team members to get work done effectively and efficiently.
Internal Systems Management:Learning and understand of our internal CRM system, Simpro, to ensure you are able to successfully fulfil all functions of this role.
External Systems Support:Learning and understanding our customers third party softwares used to manage there compliance. This will allow you to support the Key Accounts Department with customer queries. The key third party systems are Fixflow, Dwellant, Pronett & Service Channel.
Team member benefits include;
9 day working fortnight
Continuous professional development
Wellness & Employee Assistance Programme (EAP)
YuLife The #1 rated benefits programme
Death in service insurance
Salary sacrifice pension scheme
Quarterly one-to-one check-ins with your line manager
25 days holiday, plus Bank Holidays, increasing to 35 days (1 day extra per annum to 30 days and a further 5 days after 10 years)
A company culture that promotes work life balance
Access to mental health care support
Team member of the month recognising outstanding contribution
Annual company day to share successes and strategic plans
