Customer Success Assistant Manager
Customer Success Assistant Manager
£24K + Performance Related Bonus
Start date: May/June 2024
Working Hours: Full Time
Location: Otley, LS21
Professional Leads, the UK’s leading digital marketeer in financial services and bookkeeping sectors is looking for a customer success assistant manager to join their team. For this role, we are looking for someone with excellent communication skills. The successful candidate needs to be comfortable interacting with clients conducting regular onboarding and review meetings. The role is highly analytical and good grasp of mathematics is essential in order to review ongoing campaigns and calculate KPI metrics. The successful candidate will work within a small team and needs to have a keen eye for detail as monitoring and management key accounts will be a big part of the job.
Our role
As a customer success assistant manager, you will be responsible for delivering exceptional levels of customer service. This is a position that will see you responsible for all customer service-related aspects of the company. You will ensure a customer service culture is adopted by everyone, throughout all back office and operational roles. You will own and actively manage the customer contract KPIs.
Key Responsibilities
You will be accountable for delivering an exceptional service performance for a variety of clients across the company.
General liaising with clients via email & outbound calls, answering any queries they may have regarding their accounts.
Onboarding meetings for new clients
Review video meetings at regular intervals as standard
Handling complaints & queries
Working with accounts & other internal stakeholders to answer any client queries/complaints.
Management of one major key account as well as several other mid level accounts
Maintaining key internal shared documentation
- Keeping client notes within online communication folders
- Maintaining and updating all operation trackers
- Attending weekly qualification calling team meetings with updates on client onboards.
- Working with the sales team to understand customer needs
- Working with internal team to identify existing cross/up selling opportunities
There will be an element of support to the existing qualification team from time to time
Experience and Qualifications
A passion for customer service
Previous experience in a customer success role desirable
Good mathematic understanding & analytical skills
Comfortable leading high level meetings with clients
Experience in financial services and in particular pensions/retirement products would be highly beneficial
Superb communications skills across varying platforms
High attention to detail required as reporting element of the role is paramount
Incredibly organised and be able to multitask
Numerate and comfortable using google sheets/docs
Proven self-organisation and prioritisation skills – Ability to multi-task with effective resolution management in a fast-paced, growing environment
Clear communicator who is able to translate strategy into action
Do You Want…
Competitive Salary
Great Holiday Entitlements
Lots of scope for promotion and career progression
Brilliant social events scheduled regularly
Excellent training and development opportunities
3 Months gym membership paid for
Holiday buy & sell schemes
Duvet Day Scheme
Company Pension Scheme