Customer Success Manager

About the Company

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers manage their supply chain governance, risk management, and compliance. We work across the public and private sector and have over 250k customers across the UK in 20 different sectors including construction, transport, retail, hospitality, education, facility and property management, manufacturing, and local and central government.

About the Role

The Customer Success Manager is responsible for ensuring our highest value customers renew each year. They do this by focusing on building relationships, showing the value of our product, and re-engaging disengaged customers. The CSM is the first point of contact for our customers and is the face of our company.

Responsibilities

1. Retain our suppliers by demonstrating the value of the product and service through regular Business Reviews.
2. Assist our customers in using our technology via phone and email.
3. Act as the voice of the customer and provide feedback to Senior Management and the Product team.
4. Own the overall relationship with our customer base, including training, increasing adoption, ensuring retention, and ongoing satisfaction.
5. Manage relationships with suppliers.
6. Educate customers on the benefits of their membership and how to maximize the product.
7. Discuss pricing and membership needs with customers.
8. Follow up on both positive and negative customer feedback and provide support.
9. Identify opportunities for upselling and cross-selling.
10. Oversee the onboarding of new and returning high-value customers.
11. Collaborate with a wide range of internal stakeholders including Buyer Success and Sales.

Required Skills

1. Minimum 2 years experience in Customer Success, Sales, Business Development, or Account Management.
2. Relationship Building: Ability to establish and maintain strong relationships with clients, fostering trust and loyalty.
3. Stakeholder Management: Ability to manage senior and C-level stakeholders internally and externally.
4. Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
5. Technical Proficiency: Strong understanding of the product or service, including technical aspects and features.
6. Customer Onboarding and Training: Expertise in guiding new customers through the onboarding process and providing necessary training.
7. Data Analytics and Reporting: Ability to analyze customer data and generate insightful reports to drive decision-making.
8. Problem-Solving Skills: Aptitude for addressing complex issues in a customer-centric manner and finding effective solutions.
9. Customer Feedback Collection: Skilled in gathering and analyzing customer feedback to improve products and services.
10. Time Management: Ability to manage time effectively, prioritizing tasks to meet deadlines and ensure customer satisfaction.
11. Empathy: Understanding and addressing customer needs and concerns with sensitivity and care.
12. Renewal Management and Churn Prevention: Experience in managing account renewals and implementing strategies to prevent customer churn.
13. Negotiation Skills: Confidence to negotiate commercially with customers.
14. Self-Starting: Proactively drive own success and customers’ success.
15. Adaptability: Comfortable and able to adapt to changes within the business.
16. High level of professionalism.

What we offer:

As well as a career in a fast-paced environment within an expanding business, we also offer the following benefits as standard:

1. Wellness fund or Private Medical Insurance (dependent upon role)
2. Pension
3. Life Assurance x 3
4. 25 days holiday plus 8 Bank Holidays
5. Ongoing continual professional development (CPD)
6. Holiday purchase scheme up to 5 days
7. 1 paid and 1 unpaid volunteering day
8. Team and company offsite events
9. Specsavers eye care voucher
10. Free tea, coffee, and fruit every week – Basingstoke office