Customer Success Manager

Contact Centre CX Standalone Manager

About Our Client

The firm is a renowned player in the Energy & Natural Resources sector, with a large workforce. Focused on delivering excellent services, the company has established an impressive reputation for its commitment to customer satisfaction and environmental sustainability.

Job Description

This excellent role will form part of the senior leadership team and will own the customer journey from prospect to billings.

For this position, we are looking for a customer professional who has worked across the operation and specialized in CX or ran successful CX projects.

1. Developing and maintaining strong relationships with customers.
2. Work to improve the NPS.
3. Improve, support and report around key customer metrics.
4. Identifying customer needs and working with the team to provide solutions.
5. Ensuring customer satisfaction and loyalty by delivering excellent service.
6. Tracking customer success metrics and generating reports for senior management.
7. Collaborating with cross-functional teams to improve customer service procedures.
8. Representing the customer in internal meetings and decisions while providing feedback on customer concerns and product improvements to the relevant departments.
9. Supporting leadership with the training of new hires and management training.
10. Monitoring industry trends to provide valuable insights to the team.
11. Contributing to the company's overall strategy in the Energy & Natural Resources sector.

The Successful Applicant

A successful Customer Success Manager should have:

1. A strong educational background in a relevant field.
2. Contact Centre leadership experience.
3. Proven experience in managing customer relationships.
4. Exceptional communication and interpersonal skills.
5. Strong analytical skills and attention to detail.
6. Ability to work collaboratively in a team environment.
7. A commitment to delivering outstanding customer service.

What's on Offer

1. An annual salary in the range of £54,000 to £66,000.
2. A rewarding role in a reputable company in the Energy & Natural Resources sector.
3. Hybrid working.
4. Free car parking.
5. Company car or car allowance.
6. 10% bonus.
7. Health care.
8. Flexible benefits.
9. Opportunities for personal and professional growth.
10. A supportive and collaborative work environment in Leicester.

If you're passionate about customer service and are looking to make a significant impact in a growing company, we encourage you to apply for this exciting role as a Customer Success Manager.