Customer Success Manager

Our London Based Client, is looking for a Customer Success Manager to join their Team.    
 
Key Responsibilities and Duties 
Training & Relationship: 
Conducting customer training and immediate post-onboarding support (note: Sales also do this for the rollout at higher-value large-scale customers)  
Proactive cross-sales:  maintaining relationships and using known gaps to sell additional products and maintain activity  
Ongoing point of contact for customers, working closely and/or handing over to Sales team and Service Operations as required.   
 
Process & analysis: 
Development of the Customer Success process and materials, in particular those required for smooth onboarding and training   
Preparing the onboarding of customers, ensuring set up is done and ready for the customer (has sufficient technical ability to do configuration on a dashboard)  
Running the Onboarding Plan and Calendar   
Devising and creating reports, conducting surveys, and analysing results to understand customer usage and behaviour  
Analysing data to create insights, identify issues, and propose customer experience improvement opportunities.  
 
Desired Skills and Experience
Relationship/Sales: 
Experience working with brand image and promoting value through customer experience  
Exceptional ability to communicate and foster positive business relationships  
Accountability and personal organization are essential  
Experience in managing a diverse group and training each according to company standards  
 Process/project management: 
Project management skills, can plan, gets business change & adoption  
More structured than pure commercial/relationship person  
Able to create, not just implement existing  
Little bit technical, able to be helpful in minor issues Proven work experience as a Customer Success Manager or similar role  
Worked for an estate agency in operations/tech roll out/change  
Worked for SaaS business that does integrations eg. property or legal software