Customer Success Manager

Employer: Leighton
Salary:
Date Added: 02/04/2024

About Us

Leighton: 30 years and counting. Experienced and agile. Trusted by some of the world’s biggest brands. We develop and deliver custom software. We use technology to make money, save money, create efficiencies, integrate systems, solve problems. To help our customers thrive. We have a pool of talent. To manage projects. Test to high standards. Create user experiences for every type of user. We include, include, include. Our service is personal. We know your name. We can do amazing things with tech. We’ve got the talent. We decide what’s best for our customer together.

Our Values

The Leighton culture defines how we do business and how we interact with our colleagues and customers.  It makes us unique and provides us with a competitive advantage

• We act with honesty and truth, always!
• We collaborate to bring our purpose to life in a caring and supportive way
• We nurture our amazing people to be the best version of themselves
• Passionate about what we do, proud of what we achieve
• Our curiosity inspires the amazing

The Role

Our new CSM’s will take ownership from customer onboarding, through to helping the customer extract the maximum value from the services we offer. We’re looking for CSM’s to bring new ideas and have a strong desire to make sure our customers have the best experience of the business and our services. Measuring success

The success of the CSM will be measured in three primary ways:

1. Customer Satisfaction;
2. The success, development and growth of the customer projects you are responsible for; and
3. Customer referrals.

Organisation structure

The CSM’s will report to the Chief Consulting Officer and be responsible for the successful delivery of 10-12 customer projects, working across 2 to 3 customers. The CSM will have line management responsibilities for a Colleague Experience Partner.

Key Responsibilities

• Managing a portfolio of approximately 10-12 customer projects, across a service portfolio of approximately 20 different services. Delivering on personal KPI’s through close customer contact, driving outcomes and delivering high customer satisfaction.
• Building and developing strong, trusting customer relationships across our customers project teams.
• Working closely with internal and customer stakeholders to deliver outcomes for our customers for the services they purchase. Understand their service needs and meet them day to day.
• Managing and closing project renewals and cross-sell opportunities into your customer base.
• Onboarding customers to a new service, ensuring all parties are clear on what good looks like.
• Establish cross functional relationships (sales, people, colleagues) to deliver an exceptional customer experience.
• Measure and demonstrate what we have helped the customer achieve (outcomes) so that they realise the value of the services we provide.
• Delivering regular business reviews with your customers and developing success plans, obtaining service feedback and coordinating further internal discussions with the project teams to enhance our service offering.
• Proactively responding to Customer Escalations and concerns in a concise and supportive manner.
• Documenting customer discussions, updating internal systems and owning the administration that relates to your customers accounts and projects.
• Leverage customer references and reviews.
• Identify customer needs and develop targeted services that solve common customer requests.
• Measure customer success (NPS, CSAT, CSQL’s, Outcomes completed etc).

Key Skills and Abilities

• Customer Relationship Management expereince having the skills and ability to establish and nurture strong, trusting relationships with customers.
• Customer Satisfaction: Focus on ensuring high levels of customer satisfaction through proactive engagement and understanding of customer needs
• Clear Communication: Concise and supportive communication in addressing customer escalations and concerns.
• Documentation: Ability to document customer discussions, update internal systems, and manage administrative tasks related to customer accounts and projects.
• Renewals and Cross-Selling: Experience in managing and closing project renewals and identifying cross-sell opportunities within the customer base.
• Metrics Measurement: the ability to measure and demonstrate customer success through metrics
• Success Planning: Developing success plans for customers, conducting regular business reviews, and coordinating internal discussions to enhance service offerings.

Behaviours

• An open and genuine communicator
• Able to take responsibility for your actions
• Always learning and wanting to improve
• Takes responsibility for own development
• Love what you do
• Value and support your team
• Embrace who you are
• Open minded and willing to explore new ideas

What We Offer

We value our team and to attract exceptional people, we offer an excellent package! In 2023 we were recognised as one of the Best Workplaces in Tech by Great Place To Work UK, the global authority on workplace culture.

As a Leighton employee you can look forward to:

• A competitive salary this will be dependent on experience.
• A contributory pension scheme
• 25 days annual leave, plus bank holidays and the opportunity to buy or sell holiday
• A flexible approach to working hours
• Continuous personal development, career path and training
• And more….

Application Deadline: 14/05/2024
Contract Type: Permanent
Submitted Applications: 0

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