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Customer Success Manager Hybrid

Salary: £37,500 - £40,000
Location: Leicester City Centre
Working hours: Monday to Hybrid working 9am 5pm

The role:
Our client, a forward-thinking software business based in Leicester are looking for a Customer Success Manager to join them on a full time, permanent basis.
You will be managing a team of Customer Success Advisors who support their customers with a range of IT issues relating to software and hardware, along with general account enquiries.

Customers will contact your team via email or live chat to explain their issue, so in this role you and your team wont be talking call after call. From time to time, you may need to make a few outbound calls to your customers to gain further information, or to update them on the progress of their request.
The company pride themselves on the support they provide to their customer base, so this will be at the forefront of your mind when dealing with customers yourself and when training your team.

Responsibilities of the Customer Success Manager:

Management of a busy, customer focused team.

Working collaboratively with all teams to solve service and support issues throughout the wider business.

Manage recruitment processes, both internally and externally for the Customer Service function.

Be accountable for reporting to the wider business on figures, SLAs and metrics, as well as setting these expectations for your team.

Consistently review and renew company policy regarding service and support, feeding back to stakeholders where improvements are needed.

Support brand development and work with marketing to ensure this is achieved throughout the Success and Engagement function.

Ensure the helpdesk is adequately managed for inbound queries.

Manage all escalations and resolve complaints in a timely manner, working to SLAs and upholding company reputation.

Carry out team 1-2-1s, performance reviews and absence management
Work with Sales in order to create a harmonious customer approach.

What are we looking for in our Customer Success Manager?

Previous experience in a Customer Success/Customer Service Manager role.

Can do approach with a willing attitude to get stuck in.

Experience within Service/Success previously.

Ability to multitask and navigate targets.

Teamwork.

MUST lead from the front, doing the do is a big part of this role, and you must be able to give examples to the team by being on the frontline yourself.