Customer Success Manager
Coordinate Sport helps organisations to coordinate everything in one application. From their timetables, scheduling, bookings, projects, payroll, finance, reports, customers, team, equipment, and compliance all from one place.
Coordinate is a web application designed with sports and activity providers in mind. We already work with some of the leading Sports Activity Providers, Bikeability and Sports Foundation Trusts across the UK.
A growing company, ready to transform an already unique and industry-leading application. We offer a creative, agile and collaborative environment, where you can contribute to build real improvements and use your problem solving skills to be part of our disruptive plans to shape the industry.
Are you passionate about building strong customer relationships and driving customer satisfaction? Do you excel in providing exceptional support and strategic guidance to customers?
We are seeking a dedicated and dynamic Customer Success Manager / Head of Customer Success/ Account Manager to join our team and lead our efforts in ensuring our customers' success and happiness.
Essential Duties and Responsibilities:
- Develop and implement a comprehensive customer success strategy that aligns with the company's goals and values.
- Build and maintain strong, long-lasting customer relationships by serving as the primary point of contact for strategic discussions and issue resolution.
- Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience throughout the entire customer lifecycle.
- Understand customers' business needs and goals to proactively identify opportunities for upselling, cross-selling, and expansion.
- Provide strategic guidance to clients, offering insights and recommendations to help them achieve their desired outcomes.
- Develop and monitor key performance indicators (KPIs) to track customer health, satisfaction, and engagement levels.
- Lead a team of Customer Success Representatives, providing mentorship, training, and support to ensure they meet their performance targets.
- Handle escalated customer issues and ensure timely resolution, working closely with internal teams to address any challenges.
- Drive customer satisfaction and retention rates, reducing churn and increasing customer lifetime value.
- Foster strong customer advocacy and references by delivering exceptional value and support.
- Collaborate with Sales teams to drive revenue growth through upselling and expansion opportunities.
- Enhance the overall customer experience by identifying areas for improvement and implementing strategic initiatives.
Knowledge, Skills, and Abilities:
- Proven experience in customer success management, with a track record of successfully managing and growing a portfolio of B2B clients.
- Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at various levels.
- Strong strategic thinking and problem-solving abilities, with a customer-centric mindset.
- Experience with data analysis and utilizing customer data to drive insights and decisions.
- Leadership skills, with the ability to motivate and mentor a team of Customer Success Representatives.
- Proficiency in CRM software and customer management tools.
- Adaptability and flexibility to thrive in a fast-paced, rapidly changing environment.
- Strong business acumen and the ability to understand clients' industries and challenges.
If you're excited about the prospect of shaping the customer success strategy of a dynamic company and helping clients achieve their goals, we encourage you to apply.
Join us in this pivotal role and contribute to the success of both our customers and our business.