Customer Success Manager

Overview:

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

Role summary:

The Customer Success Manager is responsible for ensuring our 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.

Salary offered: £29,000

Annual bonus offered: 20%

Responsibilities:

• Retain our suppliers by showing value of the product.
• Help our customers in using our technology over the phone and over email.
• Act as the voice of the customer and provide feedback to the Senior Management and to the Product team.
• Own the overall relationship with our customer base, which includes training, increasing adoption, ensuring retention, and ongoing satisfaction.
• Responsible for the relationships with the suppliers.
• Educate customers of the benefits of their membership and how to make the most of the product.
• Discuss pricing and membership needs with customers.
• You’ll follow up on both positive and negative customer feedback and support customers.
• Cross-sell bolt-ons.

Experience and competencies:

• 1 year experience working in Customer Success, Sales, Business development or Account Management.
• Relationship Building: Ability to establish and maintain strong relationships with clients, fostering trust and loyalty.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
• Technical Proficiency: Strong understanding of the product or service, including technical aspects and features.
• Customer Onboarding and Training: Expertise in guiding new customers through the onboarding process and providing necessary training.
• Data Analytics and Reporting: Ability to analyze customer data and generate insightful reports to drive decision-making.
• Problem-Solving Skills: Aptitude for addressing complex issues in a customer-centric manner and finding effective solutions.
• Customer Feedback Collection: Skilled in gathering and analyzing customer feedback to improve products and services.
• Time Management: Ability to manage time effectively, prioritizing tasks to meet deadlines and ensure customer satisfaction.
• Empathy: Understanding and addressing customer needs and concerns with sensitivity and care.
• Renewal Management and Churn Prevention: Experience in managing account renewals and implementing strategies to prevent customer churn.

What we offer:

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office