Customer Success Manager - £30-£40K plus up to 10% annual performance bonus and generous benefits package

Customers are the lifeblood of our business and we’re looking for someone who is passionate about service delivery and in ensuring that our customers receive value from their relationship with us. As a Customer Success Manager, you will own the post-sales relationship, including onboarding, effectively utilising our Consultants’ time, knowledge and skills and ensuring project milestones are met. You will build strong relationships with our customers and internal teams, acting as the glue that holds it all together.

Being a Customer Success Manager is a demanding role and you will have to manage expectations and keep everyone happy. You will work closely with our sales team to smoothly transfer ownership of new customers, and with our consulting and support teams to ensure that customer needs are satisfied. You’ll ensure invoices are accurate and settled promptly.

This role is all about people, relationships and logistics; we are a data analytics firm and being comfortable with “tech” and IT projects would be an advantage. You’ll need to be patient and attentive; firm but fair; to get the job done.

Having the right attitude and ‘fit’ with our culture is important. We live our Values every day and sharing our knowledge and skills to deliver exceptional customer service is our life blood.

Key tasks

Liaise with our consultants to schedule projects, matching their skills and experience, together with their location and availability to meet customer requirement
Work with the sales team to smoothly transition new customers into project delivery
Act as a point of contact for our customers, taking the time to understand their business needs to help them reach their desired outcomes
Help grow our business by ensuring our consultants are optimally utilised
Understand Coeo’s business and contribute to process improvement
Build and maintain customer relationships by increasing the value they gain from their relationship with Coeo
Monitor our customers’ diverse needs and expectations and their overall satisfaction
Manage change effectively, when required by our project delivery team
Work with our support team to transition projects and onboard new customers into Dedicated Support
Fully document the customer journey, matching communication style for the customer, keeping all stakeholders informed of any problems and escalating if needed
Track and report on project progress, both to customers and key internal stakeholders
Invoice customers at milestones throughout the project lifecycle
Manage debtor days by maintaining a close relationship with customer finance teams and ensuring that invoices are paid by the due date
Comply with information security procedures to maintain the integrity of Coeo

Experience:

B2B customer facing role
Logistics management (utilisation, scheduling, availability, location)
Planning and tracking IT projects and maintaining documentation
Monitoring and recording project progress, budget and expenses
Collaboration with internal and external stakeholders

Knowledge:

Project management methods including scheduling and reporting
Risk management
An understanding of IT Service Management (desirable)
Working knowledge of CRM software (an advantage)
Credit control (billing, payments, debtor days)

Skills/Competencies:

Strong customer focus with the ability to extract, understand and interpret customer expectations and champion customer satisfaction
The ability to influence stakeholders to support a proposal, plan or a decision
Build effective and supportive relationships with internal and external stakeholders
The ability to adapt, modify plans, and change priorities whilst remaining in control
Excellent communication skills
The ability to manage multiple tasks simultaneously and meet milestones
Excellent time management and prioritisation to meet deadlines
The ability to break down a complex task, weigh up the costs, benefits, risks and chances of success when making a decision
Good IT skills using Microsoft Office

Personal Attributes:

Strongly motivated with a desire to help others
Demonstrates commitment to continuous learning and development
Sense of urgency
Passionate about quality and delighting the customer
Strong sense of ownership and accountability
Technology orientated

Qualifications:

Degree level education (IT or business related, desirable)
ITIL Foundation (desirable)
Project management methodology (e.g. Prince or Agile)

The small print

Email ros@coeo.com for a full job description, further information or with any questions.

Please visit our Careers page at www.coeo.com/careers to learn more about Coeo and apply with a CV and cover letter telling us why you are interested in this role and how it is the perfect fit for you.

You must have a UK passport or be able to live and work in the UK without employer sponsorship.

Coeo Ltd