Customer Success Manager

About the role

As a , you will play a pivotal role in ensuring that our clients derive maximum value from our innovative solutions. You will be responsible for building strong relationships with customers, understanding their needs, and guiding them through the implementation and ongoing use of our products. This position is ideal for someone who is passionate about customer satisfaction and has a knack for problem-solving. You will be part of a dynamic team in Leeds, West Yorkshire, dedicated to enhancing the customer experience and driving product adoption.

Key facts

What you'll do

• Develop and maintain strong relationships with a portfolio of clients, acting as their primary point of contact and trusted advisor.
• Conduct regular check-ins and business reviews with customers to assess their satisfaction levels and identify opportunities for improvement.
• Collaborate with clients to understand their business objectives and tailor our solutions to meet their specific needs.
• Onboard new customers by guiding them through the implementation process, ensuring a smooth transition to our platform.
• Provide training and support to clients, helping them to utilize our products effectively and maximize their return on investment.
• Monitor customer usage and engagement metrics, proactively reaching out to address any concerns or challenges.
• Work closely with the sales and product teams to relay customer feedback and advocate for enhancements based on user needs.
• Develop and maintain a deep understanding of our product offerings and industry trends to provide informed recommendations to clients.
• Identify upsell and cross-sell opportunities within your customer base, contributing to overall revenue growth.
• Create and maintain documentation related to customer interactions, ensuring a comprehensive record of communications and actions taken.
• Participate in customer success initiatives and contribute to the development of best practices within the team.
• Analyze customer data to identify trends and insights that can inform strategic decisions and improve customer satisfaction.

Requirements

• A minimum of 3 years of experience in customer success, account management, or a related field, preferably within the technology or software industry.
• Strong interpersonal skills with the ability to build rapport and trust with clients.
• Excellent communication skills, both verbal and written, with a talent for explaining complex concepts in a clear and concise manner.
• Proven track record of managing multiple client accounts simultaneously while maintaining a high level of customer satisfaction.
• Ability to analyze data and metrics to drive decision-making and improve customer outcomes.
• Proficiency in using customer relationship management (CRM) software and other relevant tools to track interactions and manage accounts.
• Strong problem-solving skills and a proactive approach to addressing customer needs and challenges.

Nice to have

• Experience in the intellectual property or legal technology sector is a plus.
• Familiarity with project management methodologies and tools.
• Previous experience in a SaaS (Software as a Service) environment.
• Knowledge of customer success metrics and best practices.
• A degree in business, marketing, or a related field.

Skills & tools

• Proficient in CRM software such as Salesforce or HubSpot.
• Familiarity with data analysis tools and techniques to assess customer engagement.
• Strong presentation skills, capable of delivering training sessions and product demonstrations.
• Excellent organizational skills to manage multiple projects and deadlines effectively.
• Ability to work collaboratively in a team-oriented environment while also being self-motivated.

Practical notes

• This position is based in Leeds, West Yorkshire, and may require occasional travel to meet with clients or attend industry events.
• The role offers a competitive salary, commensurate with experience, along with benefits that support work-life balance and professional development.
• Questel is committed to fostering an inclusive workplace and encourages applications from diverse backgrounds.

If you are passionate about customer success and are looking to make a significant impact in a growing company, we invite you to apply for the Customer Success Manager position at Questel. Join us in our mission to empower clients with the tools they need to succeed in their business endeavors.