Account Customer Success Manager

Softcat plc.; Birmingham; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading IT services provider in Birmingham is seeking an experienced Accounts Customer Success Manager. You will manage strategic accounts, implement success plans, and enhance customer relationships. The position offers a hybrid working model with flexibility to accommodate work-life balance. Ideal candidates will have strong organizational and communication skills and a track record of exceptional customer service.

Benefits

Hybrid working arrangements

Flexible working hours

Flexibility around school timings

Qualifications

• Experience in developing Account/Success Plans.
• Ability to track renewal opportunities within named accounts.
• Proficiency in monitoring processes through tools.

Responsibilities

• Develop and implement Account/Success Plans.
• Support sales account directors in business planning.
• Communicate regularly with stakeholders to report activities.

Skills

Exceptional customer service

Organizational skills

Communication skills

Time management skills

Ability to drive innovation

Job description

This is an exciting opportunity to join an evolving team within Softcat's fast growing Customer Experience function. You will report directly into the Customer Success Team Manager, and remain part of the Account CSM Team focused exclusively on increasing value to our internal strategic sales directors and their internal sales supports, as well as demonstrating value to some of Softcat's top billing customers within our L&C (Large & Complex) list. Success. The Softcat Way. There's a uniqueness to Softcat - what we do, how we do it and why we do it. That's because we help customers to use technology to succeed, by putting our employees first. We give everyone the chance to step up and show how much they can achieve. We succeed when all our people succeed. Driving Success through Proactive Customer Engagement As an Accounts Customer Success manager, you will manage up to six strategic accounts, reporting to the Customer Success Team Manager. Your role involves supporting the sales account director and their teams to create a successful joint business plan and build processes that add value to our existing relationships.

Responsibilities

• Developing Account/Success Plans, Stakeholder Mapping, and Action Tracking for process improvement
• Tracking renewal opportunities within named accounts and support Account CSMs in following the same methodology
• Positioning Customer Experience and Customer Success Management within sales teams for opportunities and proposals
• Monitoring and managing processes through Planhat, ensuring correct onboarding and adherence to CSM standards
• Creating onboarding plans for new team members to provide structure and improve proficiency
• Communicating regularly with key stakeholders to report on CSM customers, activities, and projects
• Adaptable to change whilst multi-tasking and prioritizing requirements
• Exceptional customer service and be able build rapport with internal & external stakeholders
• Ability to drive innovation and process improvements with excellent organizational, communication, and time management skills
• Take ownership of problems and challenges and excel in a dynamic environment

Benefits

• We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
• Hybrid working - 3 days in the office and 2 days working from home
• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs