Customer Success Manager

We are seeking a dedicated Customer Success Manager (CSM) to join our team. As a CSM, you will play a pivotal role in ensuring customer satisfaction and maximising the value our clients derive from our products and services.

You will build and nurture strong relationships, understand the unique needs of each client, and provide tailored guidance to help them achieve optimal product utilisation. As an advocate for our customers, you will ensure their concerns are addressed, resolve any issues, and provide a seamless experience that drives long-term loyalty and retention. Additionally, you will identify growth opportunities within existing accounts, recommending solutions that align with customer objectives.

What You’ll Do:

• Relationship Building: Develop and maintain strong, trust-based relationships with customers, serving as their primary point of contact.
• Product/Service Expertise: Gain in-depth knowledge of our products and services to provide insightful guidance on features, functionalities, and best practices.
• Customer Advocacy: Represent customer needs within the organization, ensuring that their feedback and concerns are communicated effectively to internal teams.
• Issue Resolution: Proactively identify and resolve customer issues by collaborating with internal teams to provide timely and effective solutions.
• Value Maximisation: Help customers extract maximum value from their investments by providing strategic insights and recommending optimisations.
• Customer Training: Deliver training sessions and resources to empower customers with the knowledge and skills necessary for successful product or service usage.
• Renewal Management: Oversee contract renewals, working with customers to ensure long-term relationships and continued satisfaction.
• Upselling and Cross-selling: Identify opportunities for account expansion by recommending additional products or services that align with the customer’s evolving needs and goals.

Job Requirements

• Communication Skills: Strong ability to communicate effectively with customers, understand their needs, and explain complex information clearly. This also includes addressing concerns and maintaining positive relationships.
• Empathy and Customer Understanding: Ability to empathize with customers, understanding their unique challenges, goals, and needs, allowing you to tailor solutions effectively and foster a customer-centric approach.
• Problem-Solving Skills: Expertise in problem-solving, identifying root causes of customer issues, and implementing efficient solutions to maintain a positive customer experience.
• Strategic Thinking and Business Acumen: A strategic mindset with the ability to align customer success initiatives with broader business goals. You’ll also recognise opportunities for account growth and provide strategic guidance to maximize value for customers.

Relevant Technical Skills:

• Experience in one or more of the following areas: Cloud Computing, IT Procurement or Digital Workplace.
• Diverse Customer-Facing Background: Previous experience in customer service, account management, or related roles, demonstrating strong interpersonal, communication, and relationship-building skills.
• Industry and Product Knowledge: In-depth knowledge of the industry and expertise in our products/services, enabling you to address customer needs and offer valuable insights.
• Problem-Solving and Project Management Skills: Proven experience in solving customer challenges, managing projects, and coordinating cross-functional teams to deliver results.

Company description

Here at SoftwareOne, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box - and we can’t wait to hear your new ideas., and although all businesses say it, we truly believe in work - life harmony. Our people are our greatest asset, and we’ll go the extra mile to ensure you’re happy here. We want our people to be their true authentic selves at all times, because that’s when real creativity happens.