About our Client
Our client is a market-leading PropTech & Smartbuilding firm that enables unrivalled connectivity between individuals and the places they choose to be, through the creation of bespoke digital layers that transform the traditional approach to property and asset management, ownership and occupation.
About the Role
Our client is looking for an ambitious Client Success Manager to ensure they are the first point of contact for key clients for our live and appointed sites. You will take ownership of our platform and work closely with the Client Operations Director.
Responsibilities and Duties
- Problem solving. You enjoy finding solutions and do so effectively
- Communication. You’re a very natural people-person, and bring genuine enthusiasm to the role
- Building a good rapport with key client contacts through regular meetings, swift and professional responses to requests and delivering five-star customer service
- Working both independently and as part of a larger team
- Putting yourself in the clients’ shoes and can advocate for them when necessary
- Delivering client comms strategies frequently and on time
- Working with the wider Operations and Development team to deliver a seamless implementation process and bespoke world-class product
- Encouraging integration between departments
- Using initiative to find solutions for any challenges presented
- Develop and maintain relationships with your clients, identifying and understanding their business objectives
- Curate, own and maintain customer success plans aligned with clients’ objectives
- Act as a trusted product advisor, advising/coaching your key contacts on best practices and correct product utilization
- Perform app reviews inclusive of both design & content recommendations
- Become an industry expert advising clients on future innovation and recommendations
- Pro-actively identify and leverage upsell and cross-sell opportunities
- Pro-actively build stakeholder relationships both internally and externally to further leverage upsell opportunities
- Project management for successful upsell initiatives, overseeing implementation – maintaining account relationship
- Create detailed monthly reporting outlining current engagement
- Monitor client sentiment and product usage through hosting monthly, quarterly, and yearly Business Reviews
- Flexibility to travel to client sites as required
- Attend weekly team meetings and present Operational updates
- Provide monthly portfolio engagement reports
- Liaise with product and development to communicate product enhancement opportunities
- Manage client feedback, ensuring relevant information is communicated succinctly to ensure continued customer satisfaction
- Assist in project implementation as required in order to be familiar with site requirements and product before taking on account after go-live date
About You
You’re confident, patient, and passionately communicative. You have a successful record of dealing with clients and are happy to be their primary contact. You are genuinely excited to help clients and ensure all interactions with clients and employees are in a professional and friendly manner. You may have held a few different client or customer service roles, but importantly you understand how to build a great rapport which creates excellent results.
Please note, you will need a minimum of 3 years’ experience in Customer Success to be considered for this role, ideally from a B2B SaaS background.
Values
- Transparency. We believe that the business operates at its best if we create an environment where there is no fear of communicating openly and honestly. In return for this openness, we expect the same openness from you.
- Inclusivity. We like our team to be as diverse as possible, we’re less about background and more about the right team fit.
- Flexibility & Positivity. Life can be unpredictable, and we understand that you may need to work around personal engagements. We are committed to creating a flexible and positive work environment and will support you in any way we can to allow you to bring the best of yourself to work.
- Health & Wellbeing. We’re committed to supporting our employees’ mental and physical health alongside their overall wellbeing, whilst acknowledging the potential impact work can have on both.
- Learning & Development. Our dedicated Learning & Development Manager will work alongside you and your Manager to ensure you have the opportunity to grow as we do.
