Customer Success Manager

Job content

Our client based in Aberdeen is currently recruiting for Customer Success Manager. Our client provides software solutions to the oil/gas industry.

Position

The Customer Services Manager is responsible for overseeing the support and implementation of their product. This role will also include ensuring effective business relationships are maintained between the company and its client base to ensure revenue and customer satisfaction goals are met or exceeded. Your aim will be to provide and promote excellent customer service throughout the organisation.

Job Responsibilities

Work with the management team to work towards the company’s overall strategic plans and operational targets

Manage and support the Helpdesk team in delivering an excellent customer service experience for our customers whilst acting as a point of escalation as and when required

Manage and support the Professional Service team to ensure customers are satisfied with the level of service they receive when systems are being implemented and when they have requested changes to be made to their system

Account Management working with our existing client base where you will be the designated point of contact to develop and maintain long-term relationships

Conduct resource planning analysis to forecast and schedule appropriate staffing levels to manage the projected activities of the Professional Services and Helpdesk teams to meet service level agreements

Work closely with Sales, Finance and Development to ensure an excellent customer service is delivered

Work with the Product Owner on customer discussions regarding release notes, enhancements and feedback they provide

Become an expert in our product and understand customers issues and work processes so that we can demonstrate how our software could be applied to solve and improve their systems

Manage Contract administrator and oversee contract renewals and any issues that may arise.People Management:

In consultation with HR implement effective succession planning, people management, development, recruitment, and retention strategies

Manage the performance of team members through a formal performance management system including coaching, development and evaluation.Job Qualifications:

Experience within a client facing role with demonstrable experience of managing client relations and their expectations

Experience of resource allocation, project management and maintenance support environment

Previously having worked in the software solutions industry

Good understanding of IT systems and capabilities.Your personal characteristics will include:

Excellent oral and written communication skills

Strong effective internal and external networking skills that allow you to build and maintain effective relationships

Analytical skills that allow you to develop key reports that show how departments are performing and what can be introduced to improve this