Customer Success Manager (Full time,Permanent)

Customer Success Manager (Online Team)

The Role

We are looking for a Customer Success Manager to join our growing team.

This position will be an integral part of the Customer Team, advising our higher spending corporate and business customers via phone, email and live online chat as well as proactively reaching out to ensure the highest possible levels of customer satisfaction and to engage with new customers as part of our Welcome Strategy.

In addition you will assist the team in responding to customer requests in a timely manner as advised by the Customer Services Manager, and to support the sales and production teams as required.

Key Responsibilities

•  Dealing with customer requests and enquiries via web chat, email and phone
• Proactively reach out to existing and new clients to identify their needs, ensure continued engagement, and uncover growth opportunities.
• Ensure that all customer enquiries and complaints etc. are followed up and dealt with promptly and effectively.
• Update computer system with amendments to enquiry/order/job specifications and maintain accurate client records using our CRM Platform.
• Be driven to achieve and maintain top quality customer service levels at all times and contribute to customer success metrics.

About You

• GCSE Maths and English at Grade C or above or equivalent
• Strong communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach.
• Motivated by achievement of results and providing a high level of service to all customers
• A team player who enjoys working cross-functionally and thrives under pressure
• Sales-minded with a customer-first mentality

Desirable Criteria

• 1+ years’ experience of working in a sales or customer service environment
• Familiarity with CRM and support platforms.
• Experience in building rapport and relationships with business and corporate clients.