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Job Details


Customer Success Manager (Retail/Healthcare) (Permanent)

Location: Berkshire Country: UK Rate: c£50K-£75K + benefits

Customer Success Manager (Retail/Healthcare) - Berkshire - c£50K-£75K DOE plus benefits

Our client seeks to appoint an experienced Customer Success Manager with experience of the retail sector (bonus to have healthcare CSM experience). The role will be based out of Berkshire but the company have a client base that is nationwide. The successful candidate will have a strong background in SaaS, Consulting or Technology and will be a proficient user of Salesforce.

The role

  • This management role is key to scaling and sustaining relationships within the existing enterprise retail customers and leveraging best practice to target SME retail customers
  • The role drives cross/up sell initiatives and opportunities within the retail portfolio and manages the renewal process
  • Key metric for the role will be their ability to embed the business within retailers and their stakeholders, working closely with pre-sales and sales teams, as they transition to a product based platform offering

Internal Role Responsibilities

  • You will have autonomy to create standardised account plans for the retail customers
  • You will be able to establish yourself as the Salesforce Subject Matter Expert for Customer Success aspects
  • You will collaborate with the product team to map out targeted initiatives within the retail portfolio
  • You will adapt strategically and create tactical proof of concepts within the customer base

Customer Role Responsibilities

  • You will proactively deliver standardised best practice documentation for Customer Success
  • You will engage with Customers to deliver real insight & added value through W/M/Q business reviews
  • You will support Service Desk Manager to control customer specific OLA/SLA/KPI's as per contractual expectations to protect the organisations ITSM liability
  • You will support in the development of CSAT/NPS metrics through Service Cloud

Role Requirements

  • The salary will be dependent on experience
  • You must have retail CSM background (bonus to have Healthcare experience)
  • You will be a proficient user of Salesforce
  • SaaS experience, Consulting or Technology background
  • Berkshire based, but working with customers nationwide

Posted Date: 11 Dec 2019 Reference: JSCSMREBE Employment Agency: St Vincents Resourcing Ltd Contact: Allan Carlin