Customer Success Manager

Vivedia; Sheffield; Hybrid; GBP 30,000; Full time

Job summary

An innovative firm seeks a proactive Key Account Manager to manage key customer accounts and ensure exceptional service. In this dynamic role, you will foster strong relationships, onboard new clients, and utilize data-driven strategies to promote retention and growth. With a focus on collaboration and customer satisfaction, you will engage with clients through various channels, monitor product usage, and identify upsell opportunities. Join a supportive and friendly team that values employee well-being and offers learning opportunities in a flexible work environment. This is a chance to make a significant impact in a market-leading company.

Benefits

Learning & Development Opportunities

Free Tea and Coffee

Free Fruit

Dog-Friendly Office

Qualifications

• Experience in Account Management or Customer Success is essential.
• Strong data-driven strategies for managing customer portfolios.

Responsibilities

• Build and maintain customer relationships through proactive contact.
• Onboard new customers and monitor customer health and NPS scores.

Skills

Account Management

Customer Success

Data Analysis

Communication Skills

Problem-Solving

Tools

CRM Systems

Job description

Vivedia Sheffield, England, United Kingdom

Key Account Manager

Location: Sheffield

Hybrid - 2/3 days in the office

Salary - £30,000

About us

We are Vivedia, the UK’s market leader in audio visual services for ‘once in a lifetime events’ (weddings, funerals, citizenship ceremonies). We innovate and disrupt the market, positively impacting thousands daily and millions annually. With offices in Sheffield and London, our customers are across the UK.

We value a down-to-earth, human approach, prioritizing customer service and employee well-being. Our team of 170 enjoys a friendly, flexible, and supportive environment, including a dog-friendly office with top coffee facilities. We are proud to be recognized as one of the ‘Best Companies’ to work for in the UK.

Our leadership emphasizes excellence and customer satisfaction, driven by our MD James and the leadership team. We believe in transparency and mutual understanding during our hiring process.

About the role

We seek a proactive Key Account Manager to manage a portfolio of key customer accounts, ensuring exceptional service and fostering strong relationships. You will onboard new clients, manage their experience, identify needs, and promote retention and growth. Your role involves customer visits, data analysis, and cross-department collaboration to deliver value.

Key Responsibilities

• Build and maintain customer relationships through proactive contact (phone, online, in person)
• Manage your portfolio using data and insights
• Address customer queries and feedback, liaising with relevant departments
• Onboard new customers effectively
• Monitor customer health and NPS scores
• Keep CRM and systems updated
• Conduct partnership reviews and on-site visits
• Monitor product usage and identify upsell opportunities
• Provide training on systems and products
• Achieve customer relationship KPIs
• Foster internal collaboration for efficient solutions

Experience Requirements

• Previous experience in Account Management or Customer Success
• Experience managing customer portfolios with data-driven strategies
• Background in customer service environments
• Sales or business development experience (desirable)
• Experience in B2B and B2C contexts
• Strong written and verbal communication skills
• Ability to manage multiple priorities
• Problem-solving skills, especially in complex scenarios
• Experience delivering online presentations and training
• Proactive and efficient approach
• Clean Driver’s License

Benefits

We offer learning & development opportunities, free tea, coffee, and fruit, and more.