Customer Success Manager

NQC; Hythe; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading software company in the UK is looking for a Customer Success Manager to strategically manage accounts within the Automotive Sector. The successful candidate will develop relationships with senior stakeholders and maintain a strong focus on customer satisfaction and service delivery. Key responsibilities include managing client accounts, producing status reports, and overseeing service delivery. A passion for sustainability and excellent communication skills are essential for this role. This position allows for hybrid working and offers a competitive salary package.

Benefits

Competitive salary package

Hybrid working policy

Private Pension/Salary Sacrifice scheme

25 days holiday (Increasing with service) + bank holidays

Enhanced Maternity and Paternity Leave

Health Cash Plan

Learning & Development through Udemy platform

24/7 Access to a Virtual GP

Life Assurance (4 x Salary after 6 months)

YuLife - employee discounts and wellbeing platform

Regular company socials & events

Qualifications

• Experience working with senior stakeholders in a software environment.
• Ability to create engaging presentation materials.
• A passion for sustainability.

Responsibilities

• Manage client accounts focusing on customer satisfaction and contract renewal.
• Develop relationships with stakeholders in the Automotive Sector.
• Produce status reports on client relationship strategies.

Skills

Excellent written and verbal communication skills in English

Client relationship management

Experience in customer focused B2B environment

Strategic client relationship development

Presentation skills

Knowledge of sustainability

Job description

Overview

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

About Your New Role

As part of our continued growth, we have a new role within the team for a Customer Success Manager. Within this role, you will be responsible for strategically managing and developing our accounts within the Automotive Sector. As a Customer Success Manager, you will be tasked with developing relationships with senior stakeholders from a variety of large multinational organisations, ensuring they have a full understanding of how our product can support their sustainability and supply-chain strategies, and their ongoing projects with us through the use of data and insight.

Key Responsibilities

• Client Relationship Management
• To manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal.
• To ensure regular communication with clients through face to face meetings and other communication means.
• To own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers. Define, develop and own the customer contract strategy for client relationships within the portfolio.
• To assist the Head of Customer Success in forecasting revenue planning within the portfolio ensuring account development plans reflect the strategic direction of the customer.
• To produce weekly, monthly and quarterly status reports for the portfolio of clients to the Head of Customer Success to provide updates on progress against agreed client relationship strategies.
• To oversee all commercial aspects of the agreed portfolio of clients.

Client Development

• To extend the existing portfolio of NQC products and services within the client accounts and increase the potential revenue stream to NQC.
• To maintain a thorough understanding of the portfolio of the client's business sector and use the knowledge to devise and implement relevant engagement strategies to identify opportunities for growth within the client accounts.
• To manage commercial opportunities within the portfolio of clients and to oversee the development of each client account.

Service Delivery

• To oversee the successful delivery of service into client accounts focussing on achieving the highest levels of customer satisfaction.
• To effectively interact with internal NQC teams including Product Development & Assurance Team, Project Management and NQC’s Service Delivery and Support Centre function.
• To work closely with the internal NQC teams to assess and evaluate current processes with the support of your team, to feedback and drive ongoing refinement/improvement, focusing on improved service and increased profit margins.

Requirements

• Excellent written and verbal communication skills in English. Additional languages are a plus.
• Experience working within a customer focused B2B environment.
• Experience of developing strategic client relationships and accounts with senior stakeholders, within a software environment.
• Excellent presentation skills - with the ability to create engaging material applicable to the audience.
• A passion for sustainability and engaging others on this topic.

Benefits

• Competitive salary package
• Hybrid working policy of 60% office-based
• Private Pension/Salary Sacrifice scheme
• 25 days holiday (Increasing with service) + bank holidays
• Enhanced Maternity and Paternity Leave
• Health Cash Plan
• Learning & Development through Udemy platform
• 24/7 Access to a Virtual GP
• Life Assurance (4 x Salary after 6 months)
• YuLife - employee discounts and wellbeing platform
• Regular company socials & events