Customer Success Manager

DescriptionCoolCare is looking for a Customer Success Manager to join our team! This role is a fantastic opportunity for anyone looking to progress their career by expanding the brand profile of a successful software business.
CoolCare is one of the fastest growing care home administration software providers in the UK
Based on three decades of producing care home management software and running homes, we know the challenges and the solutions that will improve the operation of care homes and care home groups.
We are looking for someone who encapsulates the CoolCare culture with at least 2 years of relevant customer service experience
The role is offered on a hybrid working model, primarily working from home but requiring a few days working from the office per month.
The role is offered either part or full-time – at least 21 hours per week.
Role Details
In the role of Customer Success Manager, you help our customers to succeed in their business goals through an excellent customer experience of CoolCare’s product and services.
As the main point of contact for our customers, you will understand what business outcomes they want to achieve and help them to achieve that through use of CoolCare’s products and services
You will be their representative in the business, ensuring colleagues deliver services in a timely and effective manner to meet defined customer outcomes, continuing to improve the quality of service we provide in everything we do.
The main responsibilities of your role will require you to:
* Secure high levels of customer retention and satisfaction.
* Create and deliver Customer Success Plans [CSP] for your customers
* Maintain and develop existing and new customer relationships through planned individual account support, and liaison with internal order-processing staff.
* Regularly report and check on customer status to highlight any potential future issues.
* Share useful content, guidance and service updates to customers to ensure they meet their desired outcomes.
* Manage the customer contract renewal process, securing retention and generating subscription price increases.
* Upsell additional training, hardware and other appropriate available services to the customer.
* Manage the full lifecycle of the software installation process
Liaising with all departments to ensure customer goals are met.
* Manage the full lifecycle of the customer cancellation process.
* Effectively handle customer complaints in line with SLAs
* All other duties as deemed reasonable by your Line Manager
Candidate Specification
* At least 2 years of relevant customer services experience
* Experience in SaaS business is desirable
* Yorkshire based hybrid-worker
* Personable
* Analytic ability to identify customer needs
* Previous customer experience, service and sales skill.
* Excellent organisational skills
* Impeccable organisational ability
* High level of proficiency in written and spoken communication
* Good IT and literacy
* Excellent presentational skills
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Negotiable
LS25, Garforth, City and Borough of Leeds
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Contract TypePermanentAdded18dID908028