Customer Success Manager - Home Based

Up to 45k + Bonus

Date Posted: Wednesday 25 May 2022

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About the role:

Reporting to the Customer Success Director, the Customer Success Manager is a pivotal role within the business.
 
Here at TSG, we pride ourselves on our customer-led approach. On a day-to-day basis you will take accountability for the 65+ customer accounts that sit within your remit, working with C-Suite stakeholders to consider the strategic solutions that will enable their business to deliver results through the Technology we provide.
 
You will be a strategic thinker, with a demonstrable background in asking business-led questions, always considering the bigger picture when discussing solutions and roadmaps with your customers. To be successful in this role you will be confident when it comes to influencing and negotiating; you will also have strong previous experience working in a B2B environment.
 
This role will be located on a working from home basis, although travelling may be required from time to time.
 
Who are we?
 
TSG (Technology Services Group) is a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
 
Why should I work for TSG?
 
 It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2-star accreditation for ‘Outstanding’ employee engagement. 
 
Here’s why:  
  • Our open and honest culture where feedback is taken on-board and acted upon
  • The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
  • Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have another amazing all staff festival arranged for 2022
  • Two paid CSR days per annum that you can use towards giving something back
  • Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
  • Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
  • Flexible working policy
  • Relaxed dress policy
  • Excellent progression opportunities, training, and support, including recognised qualifications
 
The three core objectives are to delight customers, create partners, and reduce risk. To do this, the role responsibilities include, but are not limited to: 
 
  • Proactively managing and developing your customers’ portfolios, taking ownership for them throughout their lifetime with TSG
  • Maximising customer touch points
  • Following up on monthly / quarterly / annual renewals, guiding your customers to achieve the necessary goals
  • Maintaining an understanding of products and services, assisting customers with their questions, and suggesting the best solutions to achieve their business needs
  • Implementing a review cycle to ensure that accounts running with projected deficits are identified and addressed
  • Managing and developing new customer onboarding, ensuring that customers are taken through the shortest path to value so that they can get ROI (Return on Investment) as soon as possible
  • Sustaining business profitability by maximizing value to customers and TSG
  • Analysing customer data (VoC/NPS/CSat etc), supporting improved customer experiences
  • Handling and resolving customer requests and complaints; supporting and responding to alerts/red flags
  • Ensuring customer health checks are carried out on a regular basis
  • Accurately recording customer information in CRM, and other core systems
  • Enabling the successful roll-out of TSG to your customer’s employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
  • Identifying opportunities for customers to act as TSG advocates (e.g. testimonials, case studies)
  • Representing the voice of the customer to inform our sales process and product roadmap
 
Knowledge, Skills & Experience:         
               
  • You will have strong commercial acumen (with a demonstrable ROI record)
  • You will demonstrate your background in driving customer success in a business-to-business environment (essential)
  • You will have good listening and critical thinking skills
  • With strong analytical skills, you will be able to translate data into insights
  • You will be experienced in dealing with C-Suite Stakeholders who value you as a trusted partner, and with the resilience to manage these key relationships
  • A gifted communicator - written and verbal – you will be highly organised, able to manage your time efficiently and effectively
  • Experience in influencing and negotiating is essential
  • Travelling may be required, therefore a driving licence is essential
  • A background in a customer-focussed, sales through service environment is preferred
  • Experience within the technology and/or professional services sectors would be an advantage
 
Benefits:
 
  • Company bonus scheme
  • 25 days annual leave + public holidays
  • Life assurance 4 x Salary
  • Contributory pension scheme at 4% matched
  • Perkbox discounts
  • Paid CSR Days
  • Company sick pay
  • Income protection cover
  • Enhanced Maternity and Paternity pay
  • Home-based and hybrid opportunities
  • Long service benefits including increased annual leave accrued with service
  • Cycle to work scheme
  • Employee recognition scheme
 
If this sounds like the role for you, please apply today to be considered.