Customer Success Manager

Reporting to:
Director of Deployment
Location:
Hybrid
Closing date:

Reporting to the Director of Deployment the Customer Success Manager at Actual Experience will ensure customer expectations are met through all their interactions with the company.


This role will have two main areas of focus: customer relationship management and project managing customer deployments to successful completion. In addition, this role will work closely with S & D, Sales, and Product to ensure that customer feedback and requirements are built into Actual Experience’s product and processes.


The Customer Success Manager will develop ongoing and trusted relationships with customers, encouraging them to continue and extend their contracts, buy additional services and recommend our services to their peers.


Project Managing Customer Deployments and Deliverables:

  • Project managing customer deployments to ensure achievement of customer defined objectives
  • Engagement with customers from onboarding/contract signing
  • Working with the deployment team to deliver customer deployments/projects
  • Understand customer use-cases and requirements and help each customer to meet these requirements using Actual Experience products
  • Provide regular communication to the business keeping them up to date with key activities and progress as we move through the customer deployment process


Customer Relationship Management:

  • Develop relationships with customers to facilitate open and relaxed dialogue
  • Organise and chair monthly/quarterly service review meetings (face to face, voice to voice and via portal as required)
  • Gather feedback from customers to gain an understanding of their experience of working with us, our successes, and areas for improvement.
  • Work closely with Product and other teams as required to ensure feedback is used appropriately
  • Dedicated contact point for onboarded customers following hand-over from
    Sales Account Manager
  • Support the Sales teams by identifying opportunities for growth within existing customers
  • Support the Sales teams by providing knowledge and understanding about the “Deployment” and “Live” phases of customer engagements, as required in Sales meeting and in the creation/supply of collateral for sales meetings

Customer Success Strategy:

  • Develop an approach, processes, and procedures to support successful customer outcomes (onboarding, deployment, reporting, and usage of our products)
  • Develop, implement, and evolve Customer Success processes and ways-of- working that are repeatable and scalable
  • Input into product strategy, using feedback from customers
  • Working closely with Sales, Solutions & Deployment, R&D and Product teams to ensure development of new features to improve customer success and experience with a joined-up view from the front to the back of business
  • Develop, and work to, a set of metrics to measure customer success, and report these to the business

Skills Profile

Essential:

  • Develop, and work to, a set of metrics to measure customer success, and report these to the business
  • Excellent verbal and written communication skills
  • Active listening skills and analytical skills
  • Leadership and interpersonal skills
  • Ability to use various project management software
  • Working in a fast-paced corporate environment
  • Ability to Proactively identify ways to maximise customer growth & retention opportunities
  • A high level of initiative and self-motivation
  • Flexibility in working hours depending on project requirements