Customer Success Manager

JB349: Customer Success Manager Location: St Albans, HertfordshireSalary: £35,000 - £45,000 per annumOverview:First Military Recruitment are currently seeking a Customer Success Manager on behalf of one of our clients. Working for a company who design, install, maintain and monitor electronic life safety and security systems.Our client encourages applications from ex-military personnel however all candidates will be given due consideration:Duties and Responsibilities for the Customer Success Manager:

• The role is a customer focused leadership role driving the customer success team to ensure the highest level of customer experience is delivered. You will look to drive and support the customer success team with their day to day roles striving to achieve departmental KPI’s and playing a crucial role in the success of the business.
• This role requires the ability to source, interpret and analyse departmental data from the CRM system to ensure effective performance of the customer success team.
• 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.
• 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 KPI’s.
• Provide administrative support to your team when required, including responding to emails and answer telephone calls to ensure the Teams KPI’s are met.
• 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.
• Learning and understand of internal CRM system to ensure you are able to successfully fulfil all functions of this role.
• Learning and understanding customers third party software’s used to manage their 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.

Skills and Qualifications for the Customer Success Manager:

• Applicants would ideally be from the industry but if not, they would need to have managed a reactive team of scheduling coordinators in a service industry.
• 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 to 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 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 business’s values 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.

Benefits for the Customer Success Manager:

• 9 day working fortnight.
• Continuous professional development.
• Wellness & employee assistance programme (EAP).
• 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.

Location: St Albans, HertfordshireSalary: £35,000 - £45,000 per annum