Customer Success Manager

Job content

We are looking for a Client Success Manager to own all of our client-facing responsibilities across the business. We provide a high-end service and a client experience to match.

Role description

Position: Client Success Manager

Hours: 10 - 12 hours per week, worked flexibly, with the opportunity to take on additional hours as the role expands (not a requirement)

Contract Type: Independent Contractor, with the potential to move into an employed position as the role expands

Compensation: £20 - £30 per hour, depending on experience. We’re inviting applications from a range of experience levels, so the salary level quoted is a guide.

Location: This is a predominantly work from home position but the candidate must be based in the UK, preferably Leicestershire. Must have the ability to meet in person at least once per month in a co-working space in Leicester.

Start Date: July 2022 (negotiable)

Applications Close: 4th July 2022

Company Overview

An Online Business Manager, Consultant and Systems Strategist. My company is an operations consultancy working with high-performance business owners around the world that operate predominantly online to structure their internal operations to support business growth and change.

Our clients’ main challenge is that their growth has outpaced their business operational structure. They come to us for support in mapping out and then implementing robust and sustainable systems and teams to support their business goals and align with their overall strategy.

I have a strong corporate management background and my skill set lies in strategy, leadership and operations, but as my business is getting busier, I need to continue expanding my team to ensure my operations remain streamlined and to ensure we provide a stand-out client experience - this is where I need you!

Here’s what you need to know about my business:

Role Overview

We are looking for a Client Success Manager to own all of our client-facing responsibilities across the business. We provide a high-end service and a client experience to match - how we deliver is just as important as what! You will be responsible for not only the delivery of said client experience but also for continuously improving our client-facing processes to ensure both high client satisfaction and an efficient internal operation.

This role is much more than keeping our clients happy though. We are looking for someone that is excited about our mission, is incredibly proactive and resourceful and can play an integral role in being responsible for the management of our client base and the external reputation of our company.

Responsibilities

Lead Management

• Respond to all service-related enquiries on our Facebook Business page, Instagram account and in our company inboxes within 24 business hours
• Support clients in deciding which product or service best suits their requirements
• Review all 1:1 applications from leads for suitability and follow up with the next steps within 24 business hours

Client Management & Retention

• Provide full-service onboarding, management and offboarding services for our customers and clients
• Respond to and coordinate the resolution of any client or customer issues in a timely manner
• Nurture customer relationships and increase revenue through the upselling of appropriate products and services
• Help decrease customer service tickets and increase customer service satisfaction
• Provide proactive client engagement activities throughout the customer lifecycle to drive client success and retention.
• Own all proactive and reactive retention efforts with our existing client base
• Train clients to be savvy end-users and product evangelists
• Develop and maintain product expertise to create client resources and support documentation
• Apply product knowledge to troubleshoot and resolve basic technical issues

Project Management

For full details click apply