Customer Success Manager

The Role

As a Customer Success Manager, you will be an integral part of managing customers on behalf of Flooid, facilitating their requests for change, service issues, SLA uptimes, reporting, and strengthening the customer relationship through the delivery of the service, driving internal teams to ensure our standards and expectations are met.   

The Responsibilities

• Owning the end to end service delivery to the customer.
• Providing leadership and direction for the full-service delivery lifecycle.
• Developing and implementing best practice Service Management procedures and processes to improve customer experience.
• Ensuring high levels of performance of the end to end service by providing accurate reporting and establish service improvement activities when required.
• Owning the escalation process.
• Monitoring, controling and supporting Operational Support by ensuring systems, methodologies and procedures are in place and followed.
• Driving internal and third-party service review meetings.
• Building strong relationships with the relevant stakeholders within the Customer, with a view to ensuring that all the Customer’s business requirements are understood.
• Strategic planning, collaborating with commercial and delivery teams where necessary to ensure customer scalability, growth and retention
• Developing, growing and maintaining relationships with Customers by understanding Customer environments and key business areas and measuring customer satisfaction.

You will need to bring:

• Previous experience in Service Delivery/Customer Success/Account Management

• Ability to communicate technical information and complex technical issues simply

• Ability to build rapport and foster good relationships with internal and external stakeholders

• Strong business awareness and commercial acumen

• Demonstrated ability to influence decision making

• Self-motivation and prioritisation skills

• Knowledge of the Retail IT sector

The person

You will be an influencer, with strong commercial awareness and have a customer-focused mindset. Summarise the attributes and behavioural competencies you’d expect to see in the right person for this role.

• Flexible working – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events
• Holidays – In addition to the public holidays, we provide 25 days paid holiday per annum. We also offer the option to purchase up to five days of annual leave.
• A flexible pension – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
• Company sick pay – We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
• Family benefits – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
• Financial, physical and wellbeing support – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
• Access to a discount platform – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
• Professional subscriptions – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role
• Charity giving – support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
• Electric Dreams salary sacrifice scheme in partnership with Octopus EV – An easy to manage and affordable way of leasing a zero-emission electric vehicle
• Cycle to work scheme – Make the most of this tax efficient scheme to improve your commute to work
• Rewarding long service – We provide gifts to our employees who achieve milestone years of service working as part of our team

If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a roles requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying and the company overall.

Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.