Customer Success Manager – Team Leader

Our client is at the forefront of the rapidly developing fields of intellectual property and electronic rights management. They are currently recruiting for a brilliant candidate to lead their Customer Success Team.
You will lead and manage the Customer Success team and their engagement with Mid- tier and Key Accounts across all sectors, ensuring the team are supported in keeping customer details and communications recorded accurately, accounts are renewed in a timely manner, the introduction of new products and potential upgrades are processed correctly.

The Team Leader for Customer Success Managers will need to manage a small set of key customer accounts across all industries, in addition to overseeing the team’s objective to seek opportunities to grow customer revenue and process customer renewals in line with Key Performance Indicators.
You will be responsible for ensuring all invoices are completed in a timely manner, all department and individual objectives are met throughout the year, the accurate maintenance of all customer records, whilst also ensuring that system processes and documentation for the team are accessible and up to date. You will be expected to consider continual improvement of systems and be a lead in any new systems implementations. You will also be expected to work in collaboration with other departments to execute company process and work with Tech and Commercial Sales Ops to price specific licences and deliver system improvements.

Main Responsibilities/Key Tasks:

• Staff Supervision:
• Ensure Customer Success Managers (CSMs) are supported, managed and developed.
• Manage staffing levels for the team ensuring cover is in place at all times.
• Inclusive teamwork is encouraged, with responsibilities shared throughout to team to ensure executives in CS team are motivated, trained and regularly reviewed in 1:1 meeting.
• Development opportunities and/or performance issues are managed and dealt with appropriately with support from HR is required.

Revenue generation:

• Ensure the workload is effectively allocated across the team of executives to achieve targets and deliver at peak times.
• Oversee the invoicing, crediting and cancellation process to ensure a consist approach is being applied.
• Work with Head of Sales and Renewal – Corporate to ensure new products and licences are effectively rolled out to the wider CS team.

Customer Support and Development:

• Work with CSMs to ensure customer queries are dealt with in a timely and professional manner in line with the code of conduct.
• Train and support wider team with regards to customer communications to help build skillsets and provide a consist voice.
• Ensure the programme and timeframe of communications with Licensees is developed and maintained as part of the renewal process.
• Work with Marketing to ensure correct up to date collateral and wording is used in customer communications.
• Ensure escalation procedures are in place for handling inbound queries and engaging the right individuals/departments in a consist manner.

Systems and Data Management:

• Ensure CS systems are maintained accurately by the team, and the Sales and Renewal Pipeline process is adhered to so that data is amended accurately.
• Work with Commercial Sales Ops to help implement any new technology across the CS team with a view to ensuring licence renewals, invoicing and reporting isn’t adversely affected.
• Ensure customer and licence data is maintained for accuracy on a routine basis.
• Ensure Pipeline reports and standard reports for the team are accurate and maintained accordingly.

Essential Experience: Core skills and attributes needed to fulfil this position are:

• Proven Customer Success/Account Management/Relationship/Stakeholder engagement experience aligned to a track record of upselling services and/or products.
• Experience of working with customer databases, orders/invoice processing.
• Medium to high level of IT skills with knowledge of reporting methodology.

Personal Skills:

• Well-developed communication skills, both written and verbal.
• Supervisory skills/experience.
• Customer focused with excellent organisational skills and ability to work well under pressure.
• Excellent analytical, research and problem-solving skills.
• A good team player with an ability to work collaboratively across teams in addition to being self-motivated with a proactive approach to work.
• Organised and able to efficiently to critical deadlines.
• Knowledge of Microsoft Office, in particular intermediate knowledge of Excel.Ability to work under their own initiative and able to flag issues with line managers when encountered.

For a complete spec, please register your interest. We regret only successful applicants will be contacted.