Join Our Team!
Are you ready to take your career to the next level? Do you want to work in a vibrant, innovative, and collaborative environment? Look no further! We are expanding and looking for passionate and talented individuals to join our team.
Summary
As a Senior Customer Success Manager at Feed it Back, you’ll be at the forefront of fostering long-term, positive relationships with our key clients. Your primary focus will be to ensure our customers are maximising the value of our services, achieving their business goals, and staying satisfied with our solutions. Working in the Client Services team, you will be responsible for building a direct relationship with multiple stakeholders within their client base to understand their business objectives and embed Feed It Back into their business to support those objectives and provide them with timely value propositions.
This role is remote working, with expected travel across our offices and customer locations. Our head office is based in Stonehouse, Gloucestershire.
Roles and Responsibilities

• Provide a consultative approach to customer success management, understanding what value means to each client, and demonstrate delivery against these criteria.
• Own forecasting and prioritization for customer success among your assigned accounts.
• Track and assess the health of individual accounts and your broader book of business.
• Growth Generation

Identify expansion (cross-sell and upsell opportunities)
Obtain referral leads

• Drive customer satisfaction through delivery of regular insight and reporting.
• Maximise customer usage and increase their ROI.
• Training a variety of roles and teams: Head office staff, Exec teams, Marketing, Operation Managers and General Managers.
• Advocacy, actively obtain:

Public reviews
Testimonials
Case Studies
Skills and Experience

• Proven experience (3+ years) in customer success or account management.
• To be highly proficient in MS Office, especially Excel and Power Point.
• Analytical skillset – Data analysis, interpreting trends to draw impactful conclusions.
• Being able to see the big picture, professional communication skills are required for enterprise clientele.

You will be an:

• excellent communicator.
• have a passion for the hospitality industry.
• be confident in speaking to and training clients.
• Have a pro-active approach and a will to get things done.

You will have:

• Great organisation skills with a strong attention to detail.
• An understanding of commercials and business benefits.
• The ability to understand complex partner integrations.
• Ability to work creatively and analytically to solve problems.
• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations.
• Extensive experience of working in Customer Success and knowledge of the drivers in recurring revenue business models.
• Strong empathy for customers as well as a passion for revenue and growth.

Desirable:

• Operational experience within the hospitality industry beneficial.
• Competent in the use of Power BI for regular reporting.
• Experience with Saa S products and ways of working.
• Demonstrated success in driving customer retention, growth, and satisfaction.

Why work with us
Collaborate with industry experts in a supportive atmosphere.
Engage in cutting-edge projects that make a difference.
Enjoy a competitive salary and comprehensive benefits package.
If you are passionate, driven, and ready to make a difference, we want to hear from you!
Job Type: Full-time
Pay: From £46,000.00 per year
Benefits:

• Company events
• Company pension
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Health & wellbeing programme
• Referral programme
• Sick pay

Schedule:

• Monday to Friday

Experience:

• Customer Service: 3 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Remote
Application deadline: 06/11/2024
Reference ID: Senior Customer Success Manager