Customer Success Manager

Executive Mandate Specification

About us

Tractivity is a fully remote, SaaS organisation providing the leading Stakeholder Management, Communication and Consultation-Software in the UK. For over 25 years, we’ve been transforming how organisations manage their stakeholders, enabling them to create a positive impact through stakeholder engagement.

With an ever-growing list of clients, we’re looking to expand our customer success team by welcoming new Customer Success Managers.

We’re looking for a Customer Success Manager that can create win-win environments for all the parties they work with.

This role is perfect for those with experience in understanding customers’ business requirements and who thrive at working from home while presenting impeccable relational skills.

You’ll provide an excellent customer service experience and support the customer journey from the sign-up, setup, and data migration through to training and ongoing support, driving customer loyalty and ensuring our platform helps our clients achieve their objectives and fulfil their roles.

What your day-to-day activities will be:

• Understand customers' goals and challenges to help shape the customer onboarding process, ensuring each client realises the product value early on in their journey.
• Deliver online training (via webinars) on best practices and benefits to promote continued customer engagement.
• Set goals and objectives with customers and ensure they are met, supporting contract renewals.
• Manage customer data accurately in our Tractivity system and in line with our data policies and contractual agreements.
• Identify advocates of our product and create customer case studies, quotes and testimonials.
• Become an expert on our product suite so you’re able to confidently provide technical support and recommend the right solution at the right time according to each client’s needs.
• Work closely with our customers to understand their pain points and collect feedback, becoming their voice for the Tractivity team.
• Identify up-and-cross-sell opportunities to increase growth across your accounts.

What will you bring?

Previous experience in a customer success role or working for a tech-based company is by no means essential! However, we ask that all applicants succeed in past roles working with customers, developing relationships, and solving issues. Furthermore, it's essential to have good knowledge and experience in using or managing a CRM or SaaS Product.

• Customer Success / Account Manager: 3 years (required)
• CRM / SaaS product: 1 year (required)
• Team player, with a strong team ethic, willing to help other members of the team and comfortable managing your own portfolio of customers.
• A people person, who can develop strong relationships with clients and promote usage through training and support.
• Be the voice of the customer, and drive product improvement by listening to client feedback.
• Demonstrable sales skills with the ability to generate additional revenue, and grow and retain accounts.
• Problem-solving skills, some of your time will be spent looking into the customer’s data, analysing, and providing solutions.
• Partial to a good spreadsheet, experience with Excel will be essential for this role.
• Good organisation skills, with the ability to prioritise your work independently.
• Excellent communication and presentation skills, ability to leverage different communication channels, including in-person, email, and webinar.
• Positive attitude and highly motivated.

Job Type: Full-time

Salary: £28,000.00-£32,000.00 per year

Benefits:

• Company pension
• Flexitime
• Private medical insurance
• Work from home

Schedule:

• Flexitime
• Holidays
• Monday to Friday

Experience:

• SaaS: 1 year (preferred)
• Customer service: 3 years (preferred)

Work Location: Remote

Application deadline: 23/03/2023

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship