Customer Success Manager

Market-Leading Fire Safety and Data Collection Enterprise | Technical Customer Success Manager | London | £45 – 65K DOE + bonus

About the Company:

Our partner is a rapidly growing data collection enterprise that has experienced remarkable growth, doubling in size every year for the past few years. With a diverse client base, primarily in the housing, commercial retail, and fire safety sectors, they pride themselves on their approachable and honest communication style. Their commitment to maintaining a personable yet professional atmosphere is central to their values. As they continue to expand, they recognize the need for structured processes to enhance customer support and maintain their competitive edge. They need people to come onboard with the enthusiasm for the nitty-gritty, the drive for the customer interaction but also the quiet consideration for how they can make things more efficient in the longer term so that they can replicate and expand their support and customer account management teams.

About the Role:

They are currently seeking a Technical Customer Success Manager who thrives on curiosity and enjoys delving into the technical details of complex products. This role is ideal for someone who has a natural inclination to ask questions and seek out solutions independently. You will be responsible for managing client relationships, understanding their needs, and ensuring successful implementation of our partner's innovative solutions. This position requires a balance of hands-on technical support and strategic thinking to improve overall customer success.

Responsibilities:

• Provide day-to-day technical support to clients, addressing inquiries and resolving issues efficiently.
• Engage with clients to understand their objectives and offer tailored solutions that enhance their use of the product.
• Document support tickets and create how-to guides to streamline the support process and reduce repetitive inquiries.
• Collaborate with the product and development teams to relay user feedback and product requirements, driving continuous improvement.
• Work closely with the technical writer to enhance documentation and support materials.
• Maintain a proactive approach to identifying areas for improvement within the support and account management functions.

Requirements:

• 2-4 years of experience in a customer-facing role, ideally within a technical support or account management capacity.
• A degree from a top UK university.
• Excellent communication skills, both verbal and written, with the ability to convey technical information in simple terms.
• Strong organisational skills and the ability to prioritise tasks effectively.
• A proactive mindset, eager to take initiative and contribute to the team's success.

Compensation and Benefits:

• Salary of £45 – 65K DOE + bonus
• Opportunity to work in a dynamic and supportive team environment.
• Chance to contribute to the growth and success of an innovative product in the fire safety and building safety sectors.
• Immediate start date
• Hybrid working arrangement.

We are looking for enthusiastic individuals who are excited about the opportunity to make a meaningful impact in a growing organisation. If you are a bright, personable candidate with a passion for technology and customer success, we encourage you to apply!