Client Success Manager

Annertech; United Kingdom; Remote; GBP 39,000 - 53,000; Full time

Job summary

A distributed software company in the UK is looking for a Client Success Manager to enhance customer service. Responsibilities include engaging clients, maintaining relationships, and ensuring client satisfaction. Requires 2-3 years in customer experience management within IT/web design. Competitive salary and flexible working arrangements are offered.

Benefits

Flexible working hours

Work from home

Paid community time

Collaborative working environment

Team-building and social events

Qualifications

• Minimum 2-3 years of customer experience management in IT/web design.
• Experience in leading client meetings with insight and confidence.
• Self-motivated and comfortable working independently and as part of a team.
• Experience in an agile delivery environment.
• Process-driven and organized with an eye for detail.

Responsibilities

• Engage clients directly and give outstanding customer service.
• Build a deep understanding of clients' environments.
• Conduct regular business reviews with clients to add value.
• Act on client feedback and solve problems.
• Collaborate with colleagues for outstanding service.
• Stay informed of client project statuses.
• Develop trust and relationships with clients.
• Manage client expectations and report on satisfaction.

Skills

Client-focused

Clear communication

Problem-solving

Ability to adapt

Job description

Having recently taken on a number of new clients, we're looking to expand our team with a Client Success Manager who is organised and enthusiastic about delivering an excellent customer service in an agency environment.

As a Client Success Manager, you will work closely with our Projects Delivery and Managed Services teams to help us continually improve and deliver unparalleled customer service to our clients.

You will oversee the delivery of services to our clients, building relationships with them, identifying opportunities, solving their problems, and increasing awareness of what Annertech can deliver.

Please note, this is NOT a sales role nor a digital marketing role.

Benefits of working with Annertech

• Flexible working hours - as long as you're available for scheduled calls, you're free to choose when and where you work
• Work from home - Annertech is distributed by default, and always has been! We have people working from home all across Europe - there is no office!
• Paid community time - everyone at Annertech gets paid community time to give back to open source projects, such as Drupal
• Collaborative working environment with an energetic team
• Team-building and social events

The successful applicant will be

• Client-focused
• Able to communicate clearly and effectively through written and spoken word
• Able to adapt quickly to changing client needs
• A problem-solver

Roles / Responsibilities

• Engage clients directly, build and maintain strong relationships & give outstanding customer service
• Establish a deep understanding of the organisational, business and technical environment of our clients
• Build a regular and ongoing business review cadence with clients with a view to adding continual value to clients and ensuring they are happy with our service
• Act promptly on client feedback and help solve problems as they arise
• Collaborate with and support other colleagues to ensure customers receive outstanding customer service
• Liaise with the project delivery teams and stay informed of the status of all client projects
• Develop trust and close working relationships with clients of all seniority levels
• Manage client expectations and needs
• Report regularly to agency management on project delivery, client satisfaction, priorities and needs, and any other developments.

Required skills and experience

• Minimum 2-3 years customer experience management, preferably in the area of IT / web design
• Experience in leading client meetings with insight, humour and confidence, and including others to lead and add value to the conversation
• Self-motivated, you’re comfortable working independently and as part of the team
• Experience in an agile delivery environment
• Process-driven, very organised with an eye for detail

Ideally would have (but not required)

• Experience working remotely
• Experience in a web design/development agency
• Experience with the Drupal CMS

As mentioned above, Annertech is a distributed company, and this role is open to anyone teleworking within Ireland or the UK.

Salary range is €45,000 to €60,000.

We'd like to think that Annertech is a great place to work - let us know how you make things even better.

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Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Software Development