We have amazing clients in the UK and we need someone amazing to work with them!
We are a small, inclusive team that values people above everything else. As Customer Success Manager (CSM) you will help our clients get the most from their engagement and keep us focussed on delivering the best imaginable outcomes and experience for customers.
The role reports to Logan Balavijendran, Head of CX. Details on the role and how to apply are below - please reach out if you have questions or are interested to apply.
Purpose
The CSM will be involved in all aspects of support, account management, demonstrating the product, educating customers and more. As a b2b software company, primary customer contacts will be admin and super admin users.
At Performance Leader, CSMs are:
Collaborative: we work with our teams and clients
Advocates: we are partners in the success of our clients
Curious: we are focused on the person and purpose, and always keep learning
Your responsibilities include:
Supporting our clients
Respond and resolve support requests (via our support platform, email, video conference or phone).
Coach clients on how to use the platform (on calls or by creating resources). We empower clients to take ownership, but we also adapt to client needs and capabilities.
Manage client sites (for example making configuration changes or user updates).
Helping clients achieve their business goals
Build a trusted relationships with clients (for example through regular check-ins, being proactive and sharing best practice).
Grow the value clients get from their software and service (by increasing adoption and improving outcomes).
Support clients with culture change (for example through guidance, building capacity or insights from data).
Participate and co-lead the Performance Leader Best Practice Groups and other community events.
Leading new client onboarding
Manage the client onboarding project (tracking dates, scheduling events, coordinating resources) for selected clients.
Build the client instance (configuring the software, populating data)
Lead success workshops and training (identifying goals, designing plans and developing capacity)
Helping our organisation grow
Co-design and build sales proposals and demo sites
Represent CX in sales conversations and pitches
Create additional value for the client (products or services)
Gather feedback and build a referral network
You might need:
Experience
3+ years in a professional services environment
Proven track record of working in a customer facing role (internal or external).
Skills and behaviours
Essential
Self-motivated, enthusiastic and with a “can do” attitude. There is an opportunity and obligation to lead.
Independent and proactive. You must be comfortable working in a remote environment.
Excellent communication and interpersonal skills. You will often communicate with clients about complex, time-sensitive matters.
Tech-savvy learner. You should be capable and confident using and learning software applications.
A high level of accuracy and attention to detail.
Beneficial
Project management skills
Interest in People and Culture
Remuneration
Highly competitive remuneration will be offered, subject to candidate experience and capability. A bonus scheme will also apply.
Flexibility
We work flexibly. This role is available as part-time or full-time, with scope to adjust working hours to suit your needs. We envisage you will work from home and make scheduled visits to client premises as required. MacBook and other accessories will be provided.
Location
This position is located in the United Kingdom. You must have the right to work in the UK. As many of our clients are based in London, regular travel to London, and occasional travel within the United Kingdom and overseas may be required.
Diversity & inclusion
Performance Leader values diversity and inclusion, as do our customers. We are an equal opportunity employer and do not tolerate discrimination or bias in any form.
