Customer Success Manager

Job Description

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

Benefits

Purpose of Role

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.

Key Tasks

• Schedule regular client visits and telecommunication in order to identify sales including cross-sell and upselling opportunities, to validate the quality of the service TES are providing
• Document the political map and form engagements with the wider customer executive team in order to support cross-sell and gain a firm understanding of the customer’s goals, ambitions, pain points and roadmap
• Represent the Company as a first point of contact for your allocated accounts ensuring a professional and customer focussed approach, escalating to and inviting the wider team at TES to customer meetings when appropriate
• Work to strict sales targets and ensure maximum customer satisfaction and NPS in line with Company objectives
• Complete effective contract reviews including annual renewals and identifying appropriate upselling opportunities to extend the length of contracts with your allocated accounts
• Manage rapidly changing priorities and demands by utilising excellent time management and setting realistic deadlines within Company SLAs
• Manage sales pipeline effectively and utilise SCOTSMAN with appropriate next activities, timelines, deal closure plans and all communicated tracked
• Regularly report to the your Manager with high level sales performance and project forecasting data ensuring the Company’s Dynamics for Sales system is up to date
• Accurately draft detailed and meaningful sales proposals by comprehending client needs and effectively problem solving
• Complete basic elements of project management such as ensuring effective allocation of workforce to projects, liaising with scheduling as appropriate
• Provide meaningful and robust input to weekly sales call with sales team and sales Director by ensuring data is accurate and up to date
• Attend head office as and when required in line with business need
• Prepare and attend monthly sales meetings ensuring that accurate performance data reports are prepared in advance
• Effectively Log partner care incidents on QBS partner portal
• Work closely with marketing to create leads and opportunities within the customer base making contributions to materials such as webinars, blogs, LinkedIn. Ensure leads are recorded in Company’s CRM system with appropriate next activities
• Out of hours work as and when required in line with project requirements including late nights and weekends
• Liaise with other Company departments including resourcing, finance, project managers, development, service desk and consultancy to allocate priority work and ensure maximum customer satisfaction
• Attend customer sites UK wide on a weekly basis to complete effective account management visits and follow up on subsequent actions in order to ensure excellent customer communication, satisfaction and revenue potential
• Ensure service delivery to your allocated accounts is of an excellent standard and escalate as and when needed to the correct team within TES for resolution while retaining the responsibility to check success is achieved

General for all staff

• The principle roles and responsibilities will change from time to time and the post holder is required to undertake any additional duties as deemed appropriate.
• Staff must always adopt and endorse the company’s Mission Statement and all supporting policies, across all aspects of the role.
• Staff are required to have a Personal Development plan and to participate in training, meetings or conferences considered relevant to their job.
• Staff must carry out their duties with full regard to the rules policies and procedures and conditions of service contained in the staff handbook
• To abide by the company’s policies and procedures
• To adhere to all health and safety legislation
• To undertake any other task that is deemed reasonable within your skill set

Person Specification

• Excellent verbal and written communication skills
• Solution based and customer focused
• Target driven with excellent time management skills and ability to manage changing demands
• High level sales and pipeline management (SCOTSMAN)
• Proven track record in sales and target-based environment with proven negotiation skills
• Teamwork and motivational skills
• Good Working knowledge of NAV, BC and Dynamics365
• Acute attention to detail
• Commercial awareness of competitive ERP and Business financial systems and implementation
• Demonstrable public sector, partner channel or NFP sales experience
• Logical and consistent approach to work and recording of information within TES systems, Business Central, 365 for Sales and Service Now.
• Passion for improvement of process and systems