Customer Success Manager

SwiftXccess; London; Remote; GBP 125,000 - 150,000; Full time

Job description

About the Role

SwiftXccess is looking for a Customer Success Manager who will own the commercial relationship with our customers with the main goal of ramping up new clients as fast as possible and monitor their satisfaction as they grow with SwiftXccess. They are relationship managers that expand customer accounts, increase customer retention, efficiently and proactively solve customer issues, and are champions in customer satisfaction. The ideal candidate has a genuine interest in forming and maintaining relationships (with clients and internal stakeholders) and the ability to connect with our customers over both their successes and frustrations.

What you'll do

1. You will be the voice of our customers - you will understand the clients' business issues and ensure that the best possible solution is proposed. You will manage the client relationship through effective and timely QBRs and constantly seek opportunities to add value to our customers. You will share these ideas with your peers to ensure we are maximising value for all our customers.
2. You will ensure there is a practical and clear account plan in place for your customers. This plan needs to represent a real picture of the customer's landscape and will be used to keep all parties updated on the key challenges and opportunities.
3. You will work with the practices to ensure that commercial targets are met and also exceeded by working with the sales team to put forward proposals and solutions for new growth opportunities.
4. You will have your finger on the pulse throughout the delivery process and will have a clear understanding of what services overall value they deliver.
5. You will be the first point of contact for issues or escalations and will use best practices to follow up and resolve.

What you should bring along

1. You have a good understanding of managed services and project delivery with a commercial background with a focus on B2B relationships.
2. You have previous experience in managing direct client relationships with proven experience in effective conflict resolution.
3. Experienced in working in a metrics and data-driven environment and able to 'number crunch' these figures to present customer delivery progress to the business and to clients.
4. A person who takes pride in building relationships with customers - leading growth in those accounts.
5. You are commercially driven with experience in managing and meeting commercial targets.

Location

London, England or Remote and available during Business Hours; This role is open to remote work as our teams are distributed. We are looking for team members who perform well given a high level of independence and autonomy and will establish a cadence of on-time delivery with high-quality work.

SwiftXccess is an equal opportunity employer. We’re committed to ensuring a safe and inclusive workplace by welcoming people of all backgrounds, experiences, abilities and perspectives. We encourage people from traditionally underrepresented groups to apply. If you have a disability or other need that requires accommodations in the application process, please let us know.