Customer Success Manager
NQC
full-time
Posted on:
Location Type: Hybrid
Location: Ancoats • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal.
- Ensure regular communication with clients through face to face meetings and other communication means.
- Own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers. Define, develop and own the customer contract strategy for client relationships within the portfolio.
- Assist the Head of Customer Success in forecasting revenue planning within the portfolio ensuring account development plans reflect the strategic direction of the customer.
- Produce weekly, monthly and quarterly status reports for the portfolio of clients to the Head of Customer Success to provide updates on progress against agreed client relationship strategies.
- Oversee all commercial aspects of the agreed portfolio of clients.
- Extend the existing portfolio of NQC products and services within the client accounts and increase the potential revenue stream to NQC.
- Maintain a thorough understanding of the portfolio of the client's business sector and use the knowledge to devise and implement relevant engagement strategies to identify opportunities for growth within the client accounts.
- Manage commercial opportunities within the portfolio of clients and oversee the development of each client account.
- Oversee the successful delivery of service into client accounts focussing on achieving the highest levels of customer satisfaction.
- Effectively interact with internal NQC teams including Product Development & Assurance Team, Project Management and NQC’s Service Delivery and Support Centre function.
- Work closely with the internal NQC teams to assess and evaluate current processes with the support of your team, to feedback and drive ongoing refinement/improvement, focusing on improved service and increased profit margins.
Requirements
- Excellent written and verbal communication skills in English. Additional languages are a plus.
- Experience working within a customer focused B2B environment.
- Experience of developing strategic client relationships and accounts with senior stakeholders, within a software environment.
- Excellent presentation skills - with the ability to create engaging material applicable to the audience.
- A passion for sustainability and engaging others on this topic.
Benefits
- Competitive salary package
- Hybrid working policy of 60% office-based
- Private Pension/Salary Sacrifice scheme
- 25 days holiday (Increasing with service) + bank holidays
- Enhanced Maternity and Paternity Leave
- Health Cash Plan
- Learning & Development through Udemy platform
- 24/7 Access to a Virtual GP
- Life Assurance (4 x Salary after 6 months)
- YuLife - employee discounts and wellbeing platform
- Regular company socials & events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI managementrevenue planningclient relationship managementaccount developmentstrategic planningservice deliverycommercial managementreportingB2B experiencepresentation skills
Soft skills
customer satisfactioncommunicationrelationship buildingleadershipteam collaborationstrategic thinkingproblem solvingengagementinterpersonal skillsadaptability