Customer Success Team Manager

St John Ambulance; United Kingdom; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading charitable organization is seeking a Customer Success Team Manager to drive business growth and manage a high-performing team. The role involves retaining and growing client accounts while working closely with various teams to ensure excellent customer care. Key qualifications include leadership experience and strong interpersonal skills. This position offers a hybrid work environment and various benefits including a competitive salary.

Benefits

Competitive salary and pension scheme

33 days holiday

Hybrid, Flexible working

Cycle to work scheme

Health and Wellbeing portal

Discounts on services and products

Qualifications

• GCSEs including Maths and English, minimum 5.
• Experience in a business-to-business environment.
• Ability to lead and develop a team.

Responsibilities

• Manage high performing customer account management.
• Focus on retention and growth of client relationships.
• Support bid activities for contract renewals.

Skills

Leadership

Interpersonal skills

Analytical skills

Negotiation

Customer relationship management

Education

GCSE or equivalent

Job description

Overview

Role: Customer Success Team Manager

Contract Type: Fixed Term Contract for 12 months (Maternity Cover)

Location: Nationwide

Benefits

• Competitive salary and pension scheme
• 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years
• Hybrid, Flexible working
• Cycle to work scheme
• Electric Vehicle Scheme
• Health and Wellbeing portal – access to financial, health and wellbeing support and an Employee Assistance Programme
• Discounts – access to Blue Light and NHS Discounts as well as discounts on mobile phones, gym membership, cinema tickets, restaurants, holidays and shopping

About Us

This is a fantastic opportunity to join a team of over 1,416 employees and over 31,000 volunteers, united by our goal of saving lives through essential first aid services, training and campaigning. As a charity with rich heritage and a long history of serving humanity, we are proud of our past and excited about creating a healthier, safer, more resilient future.

St John Ambulance works at the heart of communities, supporting and enabling them to access and receive physical and mental health first aid. We do this through developing and providing effective community response and outreach services (e.g. Ambulance response & Nighttime Economy) and using our longstanding expertise to empower people with vital clinical skills and the confidence to use them (e.g. our Volunteers and Community Advocates, NHS Cadets and Young Responders programmes). There is also a buoyant social enterprise network which delivers first aid training and supplies medical consumables to businesses and consumers.

Job Summary

The post holder will be responsible for achieving / exceeding revenue and margin targets and business growth through the management of high-value National Training Accounts – both their Workplace Training and Supplies business. They will lead a team of National Customer Account Managers, with a focus on retention and in-account growth. They will also line manage the Sales support team ensuring they are delivering against objectives and supporting both BD Training and Commercial Supplies Sales team. They will work closely with the Sales Acquisition Team Manager and their team to provide excellent customer care for any new business customers.

About You

You will be educated to GCSE level or equivalent (Grade C / 4) including Maths & English, minimum 5, have experience in building a result orientated culture and delivering against financial targets in a business-to-business environment, experience in leading, managing and developing and motivating a team, experience in working with internal and external stakeholders to develop individualised customer contact strategies, and propositions to grow revenue and margin, experience in working in a multi-channel and multi product operation, you will have excellent interpersonal skills with ability to communicate effectively and build positive and mutually beneficial relationships, be capable of managing performance and coaching individuals to improve performance, have the ability to analyse data to produce reports and make sound business decisions and have excellent negotiation and influencing skills to achieve the best commercial position for SJA.

About the Role

• Manage and drive a high performing, results-orientated culture across both National Customer Account Managers, resulting in a cohesive & engaged team that meets its targets
• Ensure the National Customer Account Managers fulfil an effective account management role, focusing on retention and growth, including up-selling, cross-selling and building effective relationships with their customer base
• Work closely with the Commercial Supplies Sales team to manage the Sales Support and Onboarding Executives to deliver against their objectives and provide high quality support to the Account Managers and Sales teams.
• Support the Account Managers with bid activity for St John, across training & supplies, working closely with the Senior Bid Manager & the Bid Team where appropriate
• Lead on and propose pricing strategies for National Accounts, ensuring St John is in a strong commercial and competitive position utilising appropriate profit margins
• Attend customer meetings with Account Managers to provide support and coaching to achieve higher performance & ensure all sales opportunities are identified and actioned
• Work with the Product Development team to assist with the development and commerciality of new courses and products, including eLearning
• Drive contract renewals amongst the team to ensure that prices are reviewed effectively, encouraging retention and growth
• Ensure customer activity is logged appropriately on Sharepoint and that team are meeting their activity targets.
• Work with the National Supplies Manager and National Sales Team to identify high-value supplies opportunities within training accounts and implement cross-team working where appropriate to achieve supplies targets
• Implement a performance management and wellbeing culture in line with SJA policies, ensuring 121s, performance & development reviews, & team meetings take place regularly
• Provide regular quality reports and updates to Business Development Manager - Training
• Champion and exemplify compassionate leadership and St John values
• Engage, involve and empower St John People in problem-solving and improving the organisation
• Actively promote diversity and a variety of perspectives across the organisation

Please see the job description for more detail (this can be viewed on our website or once you click apply)