Overview of Role: Our client based in Co Louth/ Meath is seeking a Customer Services Success Manager on a full-time permanent basis.
Job Overview
Join our Customer Success Services Team help our customers realise the full business benefits of our products and solutions.
The challenge
The Customer Success Manager is a key member of our newly created Customer Services team, focussed on ensuring that our customers continue to be delighted with their purchase of our software and solutions long after their initial purchase. The ideal candidate is passionate about our customers’ businesses and the role they can play in contributing to their eCommerce business strategy and objectives.
A born problem solver, they are proactive in devising and proposing innovative solutions to address customers business challenges and opportunities, and delight in seeing customers succeed. To achieve this, they are adept at establishing and maintaining strong working relationships both with the customer and with the internal teams who deliver the required solutions to customer needs.
A combination of strong relationship management, project and issue management skills, coupled with enough technical knowledge of SaaS platforms and how they are used to deliver business benefits are all important ingredients to being successful in this role. You will also thrive in a multi-tasking and busy environment, so work organisation and time management skills are also to the fore. If that sounds like you, then we would love to hear from you.
Key Responsibilities
Establish clear retention goals and process milestones for the customer and team resources to work toward
Assist customers as needed with optimising their business use of our software products to achieve their business goals
Seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
Assist in creating training courses and educational materials for customers and other members of the customer success team
Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
Promote an energetic fan base for our products and encourage brand ambassadors to share the product's benefit and value
Maintain and demonstrate a detailed understanding of products and services, assist customers with questions and suggest the best product solutions for their needs
Optimize existing customer success processes within the company and actively enhance all Customer Success initiatives
Key Skills Required
Experience planning and organising work and managing / coordinating work delivery with team members and related work colleagues.
Exceptional ability to foster positive business relationships with customers and with the team.
Excellent communication skills both written and verbal, internal and external.
Some technical skills required, sufficient to be able to navigate and demonstrate our suite of SaaS products, and to facilitate the gathering of customer requirements for product additions / changes.
Accountability and personal organization are essential.
Proven commitment to achieving deadlines, delivering high quality services and experience of working effectively as a member of a team is essential.
Knowledge of SaaS products and their use in B2B relationships is desirable.
Deep understanding of customers concerns and thoughts regarding the use of SaaS products, and the ability to troubleshoot as needed
Education and Experience
Proven work experience as a Customer Success Manager or similar role
A degree in business, technology, communications or marketing is desirable or relevant business experience.
Some proven work experience with SaaS / ecommerce-based applications is an advantage
If you are interested in the above role, please apply to job reference HM/669 on www.recruitmentbureau.com. Please send your cv in a Word format.
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