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Job Title: Customer Success Manager
Reporting to: Sales & Marketing Manager
Place of Work: TES Rugeley Office and homeworking
Hours of Work: Monday to Friday, 9am to 5.30pm
As Customer Success Manager (CSM) you will be the face of TES for all customer accounts within your portfolio as well as identifying relevant upselling opportunities and managing customer contracts and renewals. You will work to strict targets in line with the Company objectives and manage your workload effectively in order to ensure rapidly changing priorities and demands are met.
You will report regularly to the rest of the sales team on your individual sales performance and will accurately represent data on your sales pipeline and performance against business targets.
You will ensure that customer satisfaction is maximised by regularly attending client premises, scheduling calls and liaising closely with the operations and finance departments to ensure an effective and smooth customer journey.
You will provide broad overviews, feedback and suggestions in order to assist with improving Company best practice and customer experience.
TES Certified is an employee training programme available to anybody who works at TES, whether they are a full-time employee or an apprentice. It is designed to give all employees a clear structure for continuous learning and career progression.
When people join the TES Certified programme, they get a clear awareness of the history of the business and how it achieves ongoing success. The heart of the programme involves a detailed training schedule for continuous improvement and the latest product, service, and solution development.
The programme also takes a deep dive into sector focused workshops to understand how best to service charity and NFP organisations. This information ensures every member of the team is up to speed and educated on the TES ethos and how to apply it. The programme helps everyone appreciate the value that the business provides through its solutions, but also the opportunities they have for career progression.
TES is an accredited Living Wage employer. The Real Living Wage is set by the Living Wage Foundation, and the only UK wage rate calculated to ensure employees can meet everyday needs. It is a commitment to paying employees a rate that reflects the actual cost of living.
TES is passionate about its people and their careers and believe that an honest day of work deserves to be recognised with a fair day’s pay. TES understands that fair pay is key to attracting and retaining a successful team and continuing to nurture talent to truly differentiate as an employer.
Paul Faulker, CEO, often says “Doing the right thing, is always the right thing,” and TES live and breathe this philosophy, starting with its people. Taking care of employees is always the right thing to do.
The ‘Give Back’ scheme is a TES initiative that sees it donate 5% of its annual profits to its charity and NFP customers, as well as the running of regular fundraising activities that its employees drive and participate in.
TES has strong moral principles, and its people show a genuine interest in what impact each and every customer is having on wider societal concerns and needs.
TES wants to help where it can. That help reaches further than simply partnering with organisations to realise their digital transformation.