Customer Success Manager

We are searching for a passionate and experienced Customer Success Manager to join our team at Inspired Thinking Group (ITG). As a Customer Success Manager, you will play a crucial role in managing a portfolio of important client accounts, ensuring their success and satisfaction with our products and services.

Responsibilities:

• Develop and nurture strong relationships with key stakeholders, acting as their main point of contact for all customer-related matters
• Proactively identify opportunities for upselling and cross-selling our products and services to existing clients
• Monitor customer accounts, analyse usage data, and provide insights and recommendations to improve product adoption and customer satisfaction
• Act as the customer advocate within the company, working closely with cross-functional teams to address any customer concerns or issues
• Collaborate with the wider team to drive customer renewals and expansions

Requirements:

• Prior experience in a customer success or account management role
• Exceptional organisational skills – you will need to ensure multiple projects remain on track at one time
• Excellent communication and interpersonal skills
• Great attention to detail – from pulling together presentations to end to end process testing workflows, the devil is in the detail in this role
• Time and priority management – we don’t micro manage at Team ITG, the ability to manage your own time and deliver quality with speed is essential.
• Strong problem-solving and analytical skills
• Ability to build and maintain strong relationships with customers
• Proven track record of achieving customer satisfaction and retention goals
• Technically minded – whilst we’re not expecting you to be able to configure your own platform we will need you to be able to understand workflow and process and quickly pick up the nuances of individual client platforms to provide the best service to our teams and clients.
• Passion! Be passionate about our software and service offerings – we are a market-leader after all!

Summary of Requirements:

• Prior experience in customer success or account management
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to build and maintain strong customer relationships
• Proven track record of achieving customer satisfaction goals
• Experience in the technology industry is preferred

Work’s a treat!

On top of a competitive salary, you can expect a whole load of perks:

• 25 days’ holiday + bank holidays – we understand the importance of you getting some down time.
• Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme – helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan – claim back the cost of your medical treatments.
• Smart Working Options – spend up to 40% of your working week from home.
• So many savings – through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.
• Employee Assistance Programme – our people are at the heart of everything we do, so if you’re happy, we’re happy.
• Cycle to Work Scheme – save on the cost of biking to work.
• Monthly Employee Awards - Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
• Referral scheme – know the perfect person to join the team? You could bag £1,000 for a putting a good word in.
• Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life.

We Value Diversity

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.

ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together

What next?

If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.

#LI-DG1