Health And Safety jobs in Großbritannien

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"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Happy Customers lead to retention of their business as well as turning them into advocates for the company, which attracts new business opportunities. The Customer Success Team has the goals of acting as the advocate for the customer within the company and developing a holistic view of all technical aspects of every customer. Customer Success will manage all issues affecting customer sentiment and work on plans to increase this.

The Customer Success Manager will be responsible for driving success for customers in their region and influencing customer behavior. Their mission is to increase sustainable, proven value for both the customer and the company to enhance customer sentiment and advocacy. The rentals division based in Nottingham, covering several other geographies, provides software to the rental market. This role will focus on the rentals market customer base, driving sentiment. Some customers are based in the Australian timezone, so flexible hours will be necessary.

Key Responsibilities:

Duties include:

1. Work with the Customer Success Director to drive customer success outcomes, including increasing renewal rates, reducing churn, influencing future lifetime value through higher product adoption, customer satisfaction, and health scores, driving new business growth through advocacy and references, integrating customer success strategies into support teams, and advocating for customers within the company.
2. Develop a holistic view of the technical aspects of each customer.
3. Define, monitor, and promote compliance with Service Level Objectives and manage these across KCS teams.
4. Identify key performance metrics to understand customer technical health.
5. Proactively identify customers with low technical health and develop 'get well' plans to improve their sentiment.
6. Influence customer behavior through various communication methods.
7. Ensure all customers receive efficient, professional, high-quality, and consistent support according to SLAs.
8. Monitor and manage customer service delivery focusing on KPIs and call reduction.
9. Attend service review meetings to improve satisfaction and initiatives.
10. Improve processes related to quality, efficiency, and cost-effectiveness.
11. Manage SLA adherence and customer satisfaction from transition/deployment through ongoing BAU services.
12. Handle escalations, general issues, inquiries, and complaints.
13. Influence customer behavior to align with company goals.
14. Alert management on customer issues when necessary.
15. Develop customer reporting packs for presentation.
16. Build and maintain internal and external relationships.
17. Implement and oversee service improvement initiatives.
18. Review and improve support tools, policies, and procedures.
19. Collaborate with the Global Customer Success Director to foster a culture of Customer Delight.

Skills, Knowledge, and Experience:

• Bachelor’s Degree in a related field with at least 4 years of relevant experience.
• Experience managing multiple projects and clients for at least 4 years.
• Experience working with external customers or partners in an organizational role for 4 years.
• Strong presentation and writing skills, with the ability to motivate diverse audiences.
• Strategic thinking with the ability to understand long- and short-term goals.
• Excellent face-to-face, telephone, and email communication skills.
• Ability to work effectively and maintain strong relationships in a global, virtual environment.
• A passion for IT, with ongoing learning of K8 services, industry issues, and trends.
• Proven ability to drive continuous value of solutions.
• Detail-oriented and analytical.
• Strong team player and self-starter.
• Ability to multitask and adapt priorities quickly.
• Experience in the Rental Market is advantageous.

Company Info:

Kerridge Commercial Systems (KCS) is a market leader in trading and financial software for Distribution, Wholesale, Merchant, and Retail sectors, supporting single/multi-branch operations, point-of-sale, and warehouse management.

Our passion is providing customers with a competitive advantage through industry-specific solutions, software, technology, advice, and expertise built over 40 years.

Great solutions start with great people. We pride ourselves on having the best team for our market.

KCS is proud to be an equal opportunity employer and an affirmative action employer, committed to diversity and inclusion. If you require accommodations during the recruitment process, please inform us.

If interested, please apply online.

Health and Safety:

The Health and Safety at Work Act 1974 requires KCS to ensure, as far as reasonably practicable, the health, safety, and welfare of its employees. Employees must also take reasonable care for their own health and safety and that of others affected by their actions. Understanding and cooperating with safety policies is essential.

To all recruitment agencies: KCS does not accept unsolicited resumes. Please do not forward resumes or contact our employees directly. We are not responsible for fees related to unsolicited resumes.