Client Success Manager
Job Introduction
We have an exciting full-time, permanent Client Success Manager in our Client Services team!
Purpose:
This role is the front line of Crunch!
Responsible for providing excellent service and support to our new and existing Crunch clients as their dedicated Client Success Manager. Working as part of a team, the role is focussed on delivering an exceptional client experience and in doing so, our clients will happily recommend Crunch to others.
Using fantastic communication and interpersonal skills whilst working closely with other teams across the business, this role will provide unrivalled support to our Crunch clients, ensuring we consistently deliver our key service levels.
Role Responsibilities:
Service Delivery
Proactively manage the end-to-end service for an assigned group of valued Crunch clients, ensuring they receive the best support with managing their online Crunch account effectively.
Develop rapport with assigned clients to build enduring client relationships, check in with them to ensure they are using our products and services effectively to meet their needs and gain maximum value from their subscriptions.
Collaborate with Client Services, Client Experience, Sales, Accountancy and Finance & Facilities team colleagues to ensure collaboration to deliver exceptional service as our ways of working evolve in our remote first culture.
Encourage clients to refer and recommend Crunch products and services they love to others via recognised company referral and review schemes.
Effectively manage a blend of verbal and written communications, balancing this with client-driven tasks each day - whilst ensuring that high levels of quality are maintained and that all key service levels are met.
Maintain detailed knowledge of the Crunch client software, company processes, systems and products, ensuring that accurate client records are maintained at all times.
Maintain excellent knowledge of all regulatory requirements and ensure adherence to company policy and procedures at all times. This specifically but not exclusively includes GDPR, Anti-Money Laundering, Cyber Security, Anti-Bribery and Criminal Finances Act legislation.
Proactively identify clients who may be unhappy or looking to leave the Crunch service, and use excellent knowledge of all Crunch products and services to ensure these clients are retained, following the outlined escalation process.
Embrace the usage of the Hibob system, which is being used by Crunch to complete regular 121 and review conversations, and for setting and tracking company and department Objectives and Key Results (OKRs).
Client Education
Educate Crunch clients to be as self-sufficient as possible, leading them to appropriate Help Centre content for future reference.
Identify gaps in Help Centre support material (client guides, videos and webinars) based on client feedback. Highlight the need for new material to the Client Experience Manager/Client Experience Coaches in order to maximise the client self-service experience.
Service Recovery
Take ownership and act quickly to recover the client’s perception of Crunch service if something has gone wrong.
Ensure that the agreed service recovery guidelines and processes are used and that all cases are logged and tracked to ensure lessons can be learned.
Proactively deal with service issues and escalate only as a last resort.
Additional Services
Continually review client accounts and look for opportunities to upgrade or cross-sell other Crunch products and services to drive loyalty and client value from our products and services.
Ensure the client has the best advice and support for their business and help Crunch to achieve its growth goals.
The duties listed above are not exhaustive and you may be asked to perform other duties from time to time that are reasonably required by the Company.
Role Specific Qualifications and Experience:
Essential:
Strong customer service or customer success background with proven ability to deliver great service.
Experience of working in a team and the ability to collaborate across teams to achieve results.
‘Soft-selling’ skills in a supportive client service environment.
At least intermediate IT literacy skills, in particular the use of Microsoft Office/Google Suite packages.
Desirable:
Working knowledge of a market leading cloud based Customer Relationship Management (CRM) system, such as Salesforce.
Track record of generating ideas to improve client service and process efficiency.
Role Capabilities:
Service orientated
Great communication skills, written, verbal and listening
Team player
Influencing skills
Commercially aware
Flexibility managing multiple priorities
Results driven
Excellent accuracy and attention to detail
Excellent interpersonal skills
Solutions orientated
Key Behaviours:
Proactive
Resilient
Self starter
Pragmatic
Engaging
Curious
Consistent
Collaborative
Constructive
Adaptable
Resourceful