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Customer Success Manager – London

Overview

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An experienced sales account manager committed to customer satisfaction and business success. You are responsible for achieving monthly, quarterly and annual retention, satisfaction and sales targets within the existing customer base. You have impeccable relationship skills and can create win/win outcomes for everyone that you work with.

This role is ideal for personable and conscientious candidates with a desire and ability to offer excellent customer service by communicating and listening with customers and pro-actively enhancing their service understanding and product utilisation. You are self-motivated and driven by success and motivated by a desire to help and serve our customers: If they win, everyone wins

This is a key role within the UK sales team responsible for retaining, extending and improving our customer’s use of voice-centric business intelligence solutions integrated into SalesForce.com and other CRM solutions. These solutions can be deployed by customers on desk based and mobile telephones.

The ideal candidate is success-driven, fast-paced, works well in a diverse team, enjoys a dynamic and changing environment and can effectively identify and develop initiatives to enhance and track customer experience.

Description

As Customer Success Manager, you will be responsible for developing existing business relationships to enhance product understanding and education, service utilisation and customer satisfaction.

Customer Success comes from the heart. You have a natural passion for your customers ensuring they are getting value from our products. You have impeccable relational skills and can create win/win outcomes for everyone that you work with.

For the right candidate, we are offering the chance to join a global company, with cutting edge solutions and a global presence.  The position offers a competitive salary package with uncapped earnings. This role is based out of Natterbox’s international headquarters in the heart of the fast growing Tech City of East Croydon

To apply for this role directly, please complete this online application form (no agencies)

Job Title

Customer Success Manager

Reports To

Sales Director

Location Based

Croydon, South London, UK

Responsibilities
  • Develop strong and sustainable relationships with assigned customers, increasing adoption, ensuring retention, and satisfaction with Natterbox and our products.

  • Establish a trusted/strategic advisor relationship with each assigned customer and promote continued value of our products.

  • Develop expert knowledge of Natterbox products

  • Leverage communication strategies such as webinars, product training programs and the Natterbox customer care program to educate customers to drive adoption of new features

  • Develop, prepare, and nurture customers for advocacy (customer case studies).

  • Develop an understanding of the business challenges faced by Natterbox customers as they grow and scale and appropriately map Natterbox features and associated business benefits to address their needs to aid our customers in achieving their goals.

  • Work to identify and/or develop upsell opportunities.

  • Advocate customer needs/issues cross-departmentally.

  • Maintain an accurate sales pipeline to achieve forecast, quota and account goals.

  • Collaborate with cross functional teams to build a scalable and measurable process for Quarterly Business or Semi-Annual customer reviews.

  • Administer the renewals sales process (e.g. renewal forecast) to deliver timely renewal or expansion and minimize attrition

  • Marshal internal resources and support as needed to initiate corrective actions when a customer may be at risk

  • Manage account escalations. Serve as an escalation point for key customers; orchestrate resources to ensure timely and satisfactory resolution

Qualifications

Essential Experience
  • 2+ years of relevant sales and account management experience

  • A marketing, communication or customer service oriented background

  • Demonstrable ability to communicate ideas and develop customer initiatives and programmes

  • Ability to respond positively to criticism, feed back recommendations to colleagues and suggest process and policy changes to management

Desirable Experience
  • Experience with Salesforce or other Force.com platforms

  • Prior experience in closing sales deals at the executive level a real advantage

Essential Skills
  • Excellent written and verbal communication skills

  • Ability to use modern technologies to communicate effectively with a large customer base

  • Demonstrable ability to assist and help customers and ability to motivate others to assist

  • Ability to develop and use customer satisfaction metrics

  • Excellent presentation skills and proficiency in modern Office, presentation and graphics software

  • Excellent organisational skills

Desirable Skills
  • Salesforce.com

  • Familiarity with cloud applications and communications

  • Experience in a VOIP Service Provider / Telco environment

Personal

Essential Attributes
  • You are self-motivated and driven by success

  • You are a fast learner, able to adapt and keen to perfect your work

  • You are motivated by a desire to help and serve customers

  • You are able to motivate and inspire colleagues

Desirable Attributes
  • Flexible approach to work

  • Good at forming new ideas and demonstrating them to others

  • Active interest in communications and IP technologies

  • A UK passport or right to work in the UK is essential for this role

Essential Circumstances
  • Due to the nature of the Company’s products and services, the jobholder must on occasion be willing and available to work extra hours if the needs of the Company require it

Desirable Circumstances
  • Full driving license

Salary

Salary Details
  • £25-35k dependant on experience