Customer Success Manager

SMS Environmental Ltd; Eastleigh; On-site; GBP 30,000 - 50,000

Job description

The Company

Opuz Ltd is a dynamic startup company that develops cutting-edge Facilities Management and Compliance software. Our flagship product, Opuz Software, is designed to streamline and revolutionise the facilities management industry. We're committed to creating and delivering the leading CaFM software that enhances efficiency and ensures compliance.

At Opuz Ltd, we are crafting advanced solutions that drive unparalleled productivity and innovation. We are a high-growth, people-focused success story.

The Role

This role involves building strong customer relationships to enhance product and solution awareness, usage and retention. You will work closely with our client group, engaging with them regularly to ensure they are satisfied with our products and services, and promptly addressing any areas needing improvement. The core objective of customer success is to ensure customers are content and getting the most value from our products, meeting or exceeding their expectations.

This role offers the unique opportunity to be part of the early team that shapes our product and influences key design decisions and business objectives. As a Customer Success Manager, you will play a crucial role in building strong customer relationships and enhancing product awareness and usage. Your insights and feedback will directly impact the development of our solutions, ensuring they meet customer needs and expectations. Being part of this pioneering team means you will help define the future of our products and contribute significantly to our success and growth.

You'll ideally be living within in commutable distance from our main office located in Harwell Innovation Centre. This role can offer flexible working.

Requirements
Product and Industry Knowledge

This role requires a deep understanding of our product and the compliance requirements within the Facilities Management field. You need to be well-versed in the features and functionalities of our software to effectively assist clients and provide insightful recommendations. Additionally, knowledge of industry standards and regulatory requirements is essential to ensure our solutions help clients maintain compliance. This expertise allows you to address client concerns accurately, offer relevant advice, and identify opportunities to enhance their operations and ensure they meet all necessary compliance standards.

Customer Engagement

With a natural flair for communication and organisation, you make clients feel at ease and valued. Cultivate a trusted relationship with key client personnel. Your role will be pivotal in ensuring the solution's success across all clients.

Business Opportunities

Identify and pursue opportunities, especially with existing customers. You'll collect market intelligence to guide product development and promote market growth by arranging demonstrations, hosting webinars, and providing product information to prospective clients. Champion the full range of our software solutions, always on the lookout for fresh opportunities to expand each client's potential.

Skills, knowledge and competencies required to be great at this role:

• Degree-level education preferred but not essential
• Experience working with and managing stakeholders and customers in a tech environment
• Excellent communication and interpersonal skills, both digitally and face-to-face
• Flexible and adaptable to uncertainty and change
• Ability to analyse data and derive actionable insights
• Experience in Customer Success, Relationship Management or Account Management
• Good understanding of the Facilities Management industry and compliance requirements is preferred but not essential
• Highly organised, collaborative, and detail-oriented
• Empathetic, positive attitude with a strong desire to help customers achieve their goals
• Thrive in a fast-paced environment, and have a track record of driving customer success, we would love to hear from you