Customer Success Consultant

We are working in partnership with a successful services business in Newcastle upon Tyne to recruit a Customer Success Consultant.

The role is a full time position, with hybrid working - working 2 days a week in the office and 3 working from home (if you want to work from home).

Key Duties:

• Building strong, long-term partnerships and creating bespoke plans that drive success for both the customer and our company

• Implement and Onboard – through detailed intelligence gathering, scope, set up and deploy systems with relevant introductory training to ensure a positive and future proof experience for customers

• Develop and maintain Customer Action Plans – map out a clear path to success for each customer, offering tailored recommendations to maximise ROI and value for money

• Monitor and report on KPI’s around usage rates and churn risk with the overall objective of retaining the customer recurring revenue

• Enhance Customer Satisfaction – keep customers engaged and satisfied through regular meetings, sharing of information and offering solutions

• Improve NPS and CSAT scores by encouraging participation in surveys and our advocacy initiatives

• Manage Renewals & Engagement – keep customers engaged through the period of their contract through a range of resources (newsletters, meetings, webinars and event attendance), while proactively identifying risks to renewals and working to retain our valued customers

• Encourage customers to share their objectives and identify revenue growth opportunities where there is a need for other products and solutions

• Collaborate and share intelligence with commercial and marketing departments

• Represent customer needs and concerns - through well-researched detail, share development requirements and suggestions that have holistic reasoning to influence product development

• Celebrate Success - communicate future product development enhancements, collect feedback and create and encourage anticipation and goodwill

• Support & Resolve Issues – support and collaborate timely with the Customer Support Team allowing KPI's and SLA's to be met

• Handle escalations and ensure any challenges are addressed efficiently

• Drive Results – meet team KPI's while delivering real, measurable success for our customers

• Train and mentor team members on systems, processes and customer intelligence helping to deliver continuous learning for all and improvement of best practice to elevate overall team performance

• Maintain an up-to-date knowledge and understanding of the product suite and the benefits to the customer

• Collaborate and effectively work with colleagues in other specialisms to meet the company objectives

As Customer Success Consultant you will need to:

• Understand customers who work under compliance structures and can relate to the challenges they have

• Confidently engage with leaders at all levels regarding solutions that help create efficiencies and compliance

• Think strategically and can develop meaningful and long-term, tailored plans to the commercial benefit of the business

• Through data mining and analysis, can create well-researched findings and be able to confidently present and explain churn risk, retention rates and revenue growth opportunities for each customer

• Has a high appetite for seeking out growth opportunities and collaborating with commercial colleagues to facilitate lead conversion

The company will offer a very competitive salary and great company benefits; with an excellent holiday allowance - this can be discussed on application.

Interested candidates should apply now or contact Stuart-Harris Recruitment Consultancy.