Client Success Manager

United Kingdom

11/22/2024

Job Title:

Client Success Manager

Job Description

We're Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.

We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our game-changers:

Challenge Conventions

Deliver outcomes unimagined

Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

We're a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

The Customer Success Manager focuses on client satisfaction, success, and long-term success. The CSM is the bridge between the client and us, ensuring that our client's needs are met, problems are resolved, and opportunities are explored. The CSM is responsible for monthly Executive Steering / Partner meetings, Quarterly Business Reviews, and monthly issue and performance reporting.

As our new Customer Success Manager you will report to our Director in Customer Success Management.

Job Description:

• Focus on the client's overall satisfaction and long-term success. You will build lasting relationships, understand client goals, and ensure that the product or service meets the client's needs over time.
• Onboard new clients and educate them on the product/service.
• Monitor client health metrics to address any issues.
• Be a point of contact for clients, helping resolve issues quickly.
• Gather and relays feedback from clients to improve services.
• Work with clients to identify opportunities for expansion or upselling, encouraging long-term partnerships.
• Work with clients, with retention, satisfaction, and growth goals. Success is measured by client loyalty, recurring business, and overall satisfaction.
• Track Goals like adoption rates, satisfaction scores, and revenue growth, using these insights to enhance tactical approaches.
• Engage directly with clients to build trust, address issues, and ensure understanding of client goals.
  
  

Main Responsibilities:

• Addresses and resolves post-sales client issues, working with SMEs to develop tailored solutions that improve client satisfaction.
• Provide feedback to sales and RFP teams on client experiences, ensuring continuous improvement and agreement in service delivery.
• Manage the onboarding process for new clients, ensuring rapid setup, adoption, and satisfaction with the platform.
• Collaborate with clients to help them achieve platform use and long-term success.
• Collaborate with our teams, adapting communication to ensure agreement from executive levels to technical and staff.
• Maintain productive relationships with external vendors, clients, and partners to support cohesive client success efforts.
• Track Goals like adoption rates, satisfaction scores, and revenue growth, using these insights to enhance tactical approaches.
• Conduct regular performance reviews and adapt strategies based on data-driven insights to support ongoing client success.
• Experience conducting quarterly business reviews, detailing customers' adoption of and progress with the product, relationship-building, and empathy, with an ability to understand client needs and act as their advocate.
  
  

Role requirements:

• Knowledge of specific platforms like Genesys Cloud, NICE CXone, Five9, or Amazon Connect.
• Omnichannel Knowledge: Proficiency in managing voice, chat, email, and social channels within the platform.
• Reporting Tools: Familiarity with reporting modules or BI tools like Tableau, Power BI, or native CCaaS analytics.
• Experience with tools like Salesforce, Gainsight, or Zendesk to track customer health and manage client interactions.
• Incident Management: Coordinate with technical teams to resolve platform issues.
• Understanding of data protection regulations like GDPR, HIPAA, or PCI-DSS as they pertain to CCaaS platforms.
• Awareness of role-based access control and how it applies to CCaaS.
• Knowledge of SaaS and cloud-based deployment models.
• Familiarity with uptime, SLAs, and maintenance schedules for cloud services.
• Bachelor's Degree
• Experience making customers feel valued through quality service
• Problem-Solving Skills
• Manage stress and emotions in high-pressure situations.
• Adjust to changing client needs, priorities, and their strategies.
• Experience managing relationships with a range of customers
• Work with sales, marketing, and product teams to align efforts.
• Share insights and strategies with team members for collective growth.
• Convince clients of the benefits of products, services, or changes.
• Navigate discussions to meet client expectations while respecting company policies.
  
  

Location:

UK, Work at Home, GB

Language Requirements:

Time Type:

Full time2025-01-18

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