Senior Customer Success Manager

Care Planner Ltd; Bridgwater; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

Join Nourish Care Systems as a Senior Customer Success Manager, focusing on enhancing customer satisfaction within the health and social care sector. You will cultivate strong relationships with clients, manage their needs efficiently, and ensure ongoing engagement with tailored services. Be part of a dynamic team in a hybrid role with travel requirements to Bridgwater.

Benefits

25 Days paid leave, Plus Public holidays

Private Medical Insurance

Group Life Assurance

Enhanced Maternity leave

Pension Contribution

Employee Assistance Programme

Birthday Day off

Qualifications

• Proven experience in Customer Success or B2B roles.
• Ability to multitask and prioritize customer needs.
• Experience in Domiciliary Care sector is an advantage.

Responsibilities

• Build strong rapport with customers by understanding their business needs.
• Keep customer records up to date and handle complaints.
• Oversee health of customer accounts to maintain an engaged portfolio.

Skills

Customer Success Management

Relationship Building

Multitasking

Time Management

Proactive Collaboration

Job description

2 weeks ago Be among the first 25 applicants

"Want to know what it means to care better? Then working with us is a great choice".

Join us at Nourish and experience a workplace where care, impact, and fun all come together.

Job Title: Senior Customer Success Manager

Reporting To: Head of Customer Success

Location: Hybrid - with travel to Bridgwater at least once a week

Salary: Competitive Commission

Job Type: Full Time 37.5 hours a week

Our Purpose

At Nourish Care Systems we are expanding our Customer Success Team following our accelerated growth. Are you a passionate person with a desire to work for a company that is having a real impact on people’s lives?

As a current market leader, Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording, analysing, and sharing of information.

We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector we will not become complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector and our incredible employees are what make this possible.

About The Job

We are looking for an experienced Senior CSM to join our domiciliary care side of the business.Your primary focus will be on fostering strong relationships with our customers. By understanding their unique business needs, you will ensure their satisfaction and success throughout their journey with us. Your role will involve maintaining up-to-date customer records, addressing their needs promptly, and efficiently managing any complaints or cancellations. Additionally, you will be responsible for monitoring the health of customer accounts and implementing strategies to keep our customer portfolio engaged and thriving. You will have some responsibility for the day to day running of the team alongside the Head of CS.

The Role And Your Responsibilities

• Build strong rapport with customers by understanding their business needs. This involves adherence to CSM processes throughout the client journey. There may also be a need to visit client locations
• Keep customer records up to date, identify and address customer needs, and handle complaints and cancellations efficiently as a point of escalation for the team
• Oversee the health of your customer accounts and implement strategies to maintain an engaged customer portfolio
• Provide excellent service to our customers, ensuring strong retention and well managed ongoing relationships
• Become a product expert and implement strategies to enable yourself and the team quickly on new products and processes
• Stay engaged with new product features and communicate any necessary updates to the wider team
• Provide guidance to the wider team on managing customer enquiries and processes and work closely with the head of CS to implement our overall digital strategy
  
  

Required Experience

• Proven experience in Customer Success or other B2B customer facing roles
• Consistent track record of handling portfolios in a “one to many” environment
• Ability to multitask and prioritise both customer and team enquiries
• Experience in the Domiciliary Care sector an advantage
• Ability to recognize and maximise business value
• Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
• Experience or high curiosity about the SaaS space
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• Unafraid to roll-up sleeves, get it done and "lead from the front”
• Exceptional drive for developing new operational processes and projects and ability to fulfil operational roles
• Be a quick learner and have the ability to work effectively in a constantly evolving scale-up environment
• Willing and able to travel
  
  

Nourish Benefits

• 25 Days paid leave, Plus Public holidays
• Additional incremental leave for length of service up to 5 days.
• Private Medical Insurance
• Group Life Assurance
• Dental Cover
• Optical Cover
• Enhanced Maternity leave
• Pension Contribution
• Employee Assistance Programme
• Birthday Day off
• and many more.....
  
  

All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references and receipt of the appropriate Right to Work documents. Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles. The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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