Account Customer Success Manager

Softcat; Willenhall; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company in the UK is seeking an Accounts Customer Success Manager to oversee strategic accounts and enhance customer relationships. You will support sales teams in creating business plans and improving existing processes. Ideal candidates have exceptional customer service skills and the ability to drive innovations. The role offers a flexible hybrid working environment with support for diverse needs.

Benefits

Flexible working hours

Hybrid working model

Support for diverse needs

Qualifications

• Ability to support Team Manager in improving performance.
• Exceptional customer service skills to build rapport.
• Capability to drive innovation and manage processes.

Responsibilities

• Manage up to six strategic accounts effectively.
• Develop Account / Success Plans and track opportunities.
• Communicate regularly with key stakeholders about projects.

Skills

Customer service

Organizational skills

Communication skills

Adaptability

Problem-solving

Job description

Would you like to kick start your career in a supportive,collaborativeand innovative company?

Do you enjoyworking as part of an enthusiastic, passionate,and collaborative team?

Join our Customer Experience Team

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.

As an Account Customer Success Manager, you'll be responsible for :

• 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

We'd love you to have

• Be able to support the Team Manager in driving initiatives to improve Account CSM performance
• 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

Work in a way that works for you

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

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives,and embraces every background.

Join us

To become part of the success story, please apply now.

If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Anyinformation you share on your application will be treated in confidence.

You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com / jobs / our-culture /