Customer Success Manager

This is a remote position.

• Build strong credible relationships with our clients by supporting them to optimise and maximise their return on investment (ROI) from our offering
  
• Act as the voice of the customer internally and use this valuable feedback/insights to drive the customer experience
  
• Seek out any obstacles that are stopping customers achieving maximum ROI from their investment and be a positive voice for change internally to help remove them
  
• Actively organise and manage operational and strategic business reviews with your customers
  
• Develop and maintain a deep understanding of our customer s business drivers and recruitment goals to steer activities to align with these
  
• Monitor and measure customer satisfaction and take proactive action to remedy any concerns
  
• Continually improve your knowledge of both reed.co.uk offerings and the customer s business/industry to ensure that you are delivering the best possible service
  
• Communicate ROI and recommendations to our clients enabling growth and renewal
  
• Liaise with internal teams to ensure client needs are being met; coordinating the service provided by Onboarding Sales Marketing Finance and Product
  
• Partner with Sales to manage customer success metrics and expectations
  
• Analyse and monitor customer data to draw insights and optimisations communicating those findings to clients and adjusting campaigns for better performance
  
• Support our clients in optimising our products with tasks like but not limited to trial conversions employer branding product updates industry expertise
  
• Drive efficiency in our client relationships and demonstrate a tenacious spirit that is adaptable doesn t accept the status quo and won t allow the current landscape to be a blocker to driving long term customer value

Requirements

• Bachelor s degree in Finance Accounting Economics or a related field.
  
• Minimum 4 year of experience in Customer Success or Customer Support.
  
• Excellent communication skills and the ability to transform customer conversations into businessdriving relationships while still managing to serve the customers goals as best as possible.
  
• Proactive positive selfstarter and team player with a skill of continually improving processes
  
• Ability to work in a teambased collaborative environment and a passion for contributing to the creation of a world class customer success function