Customer Success Manager - Reed : Job Details

• Location: St Albans, Hertfordshire
• Salary: £35,000 – £45,000 per annum
• Job Type: Full-time

We are looking for a Customer Success Manager to lead our customer success team and drive the highest level of customer experience. This leadership role is crucial to the success of our business and requires a proactive, supportive, and visible presence within the office operational team.

• Drive and support the customer success team to achieve departmental KPIs.
• Source, interpret, and analyse departmental data from our CRM system to ensure effective performance.
• Make key decisions quickly and effectively to deliver unrivalled customer service.
• Coordinate the engineering team to ensure timely and efficient scheduling of required works.
• Provide administrative support to your team, including responding to emails and answering telephone calls.
• Be the main contact within the Customer Success Team for both internal departments and external stakeholders.
• Facilitate effective communication and collaboration amongst team members.
• Learn and understand our internal CRM system, Simpro, and external systems such as Fixflow, Dwellant, Pronett & Service Channel.

• A drive and desire to grow within a customer-focused environment.
• Willingness to learn about processes and products.
• Excellent customer-facing communication and interpersonal skills.
• Ability to lead a team and create a positive, friendly, and supportive working culture.
• High levels of self-motivation and organisation.
• Integrity and dedication to the role.

• 9 day working fortnight.
• Continuous professional development.
• Wellness & Employee Assistance Programme (EAP).
• YuLife – The #1 rated benefits programme.
• Death in service insurance.
• Salary sacrifice pension scheme.
• 25 days’ holiday, plus Bank Holidays, increasing to 35 days.
• A company culture that promotes work-life balance.
• Access to mental health care support.
• Recognition through ‘Team member of the month’.
• Annual company day to share successes and strategic plans.