Customer Success Account Manager

Description

Sue Ross Recruitment are working with a market leader in events audio visual services, who are recruiting the role of Customer Success Account Manager.

As a Customer Success Account Manager, you’ll be responsible for onboarding new customers, managing their experience, identifying and meeting customer needs to drive commercial outcomes and maintain retention. You’ll carry out partnership reviews and day to day engagement with your portfolio. You’ll also be responsible for representing the customer within the business and liaising with the different departments to ensure we have happy customers.

Key Responsibilities

• Building and maintaining customer relationships through proactive customer contact/meetings (on the phone, online, in person)
• Proactive management of your portfolio using data and insight
• Answering all day-to-day customer queries/complaints and liaising with relevant departments to feed back to customer
• Onboarding new customers
• Managing customer health and NPS
• Keeping CRM and systems up to date
• Carrying out partnership reviews
• Monitoring product usage
• Identifying upsell/cross-sell opportunities
• Informing customers about product developments
• Training on system and products
• Achieving customer relationship targets and KPI’s

Experience Requirements

• Previous Account Management and/or Customer Success experience
• Experience managing a portfolio of customers, using data to drive activities
• Experience in customer service environments
• Experience of sales and/or business development environments (desirable, not essential)
• Experience with B2B and B2C environments
• Strong communicator (written and verbal)
• Great at building rapport
• Able to manage multiple priorities at once
• Good problem solving, especially when dealing with complexity and ambiguity
• Ability to work within a fast-paced environment
• Experience of delivering online presentations, training sessions or workshops
• Proactive and efficient
• Strong IT skills

Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.

May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.