Customer Success Manager

Position overview A remote position providing excellent customer service to our many clients and partners, enabling then to navigate their way around our employee engagement and performance management platform. The individual will be required to provide support to their clients throughout their customer life cycle - from onboarding through to end of subscription. We are often required to assist with interpreting and analysing surveys to assist our partners and clients to get the very best data from each survey, and as such you are required to be tech savvy, with a good understanding of Excel and PowerPoint. As a result, it is also important that the candidate has good attention to detail. Our approachable customer support team are always on hand to assist as and when needed, meaning you must be friendly, empathetic, helpful, and adaptable - able to work with clients to meet their deadlines. The individual will be responsible for ensuring clients renew their subscriptions. They will also be responsible for upselling to clients - reviewing their account usage and encouraging use of features not currently utilised. Commission is available for additional services and features upsold to clients. The individual will also be responsible for data security compliance and answering client queries around data protection. Although the position is remote, it is important that the team spend time together face-to-face, therefore you must be able to travel to London for team meet-ups once or twice a month. Essential main job functions and day to day activities: Renewals - Populating sales force with opportunities as they come in from our clients - For larger clients - providing quotes and negotiating subscription amounts - Contacting clients a few months before renewal to ensure signup maximised - For smaller clients - putting through on auto-renewal and ensuring accounts aware - Identify further upselling opportunities with existing clients (new or unused features), with 10% commission given on payment of upsell invoice by client. - Recording monthly renewal and retention (£) figures - Gathering case studies and referrals from existing clients to support Marketing efforts. Customer onboarding for survey launches or performance management - Adding new customer details to Salesforce - Setting up account, add logo and account details e.g. licenses, expiry date etc. - Onboarding call with clients, to walk through tasks - Provide resources and support with internal comms - Format and upload employee data to system via Excel - Schedule first survey, or help client launch performance management process. - Monitor completions, and advise when may need to nudge staff - Results review session for surveys (create presentation pack and run through results in the platform explaining what’s normal, key themes, what other clients usually see, how to view recommendations, how to view comments, how to segment data). This may be a session with the HR team, an Executive team or Senior Management team. - Help set up manager access and provide manager training session - demo the app to managers to understand how to interpret their data from surveys or to set up 121s as part of performance management process - Generally, support and answer any questions that our clients or partners may have. Customer support Pro-active contact with customers: - Following up with customers post-survey to understand next steps & plans for the next survey. - Contact customers who haven’t been active in a while. Surveys: - Setting up WeThrive surveys - includes updating email templates & adding custom questions. - Updating employee data (deactivating leavers and adding new starters to the system, re-uploading using excel) - includes VLOOKUP formulas in Excel to find people who have left and being able to format data for upload to WeThrive. - Results reviews when customers need them, which may be chargeable with 10% commission available. - Helping resend survey links, add new people to surveys, delete responses, send reminders. Results: - Creating board pack presentations - Graphs and heatmaps in excel using app data and excel template - Comment analysis using AI to showcase strengths & weaknesses - Benchmarking - Commentary on highest scores & where to focus. - Exporting custom question responses into spreadsheet and re-format into an easy-to-read format (organising and turning scores into heatmaps). - Creating visual representation of results that we only have raw data for – calculating average scores to questions in Excel, and create heatmaps with this data using excel template. - Turn into a presentation for the customer by inserting into PowerPoint slides. Performance Management: * Demo performance management features to clients included 1:1 meeting set up, adding OKRs and sending out performance review surveys. * Manager training sessions to show managers how to create 1:1 meeting agendas for team members. * Continuous support of use of performance management features throughout appraisal cycles. Data protection - Completing supplier forms including questions around data security. - Answering data protection queries from prospects during the sales process and from existing clients. - Keeping existing policies and logs up to date to ensure complying with GDPR and Cyber Essentials accreditation. Experience/qualifications required: * A university degree or equivalent * An interest in, or a qualification in Psychology. * Experience in Customer Service or Account Management. * Tech-savvy – with an aptitude for learning how to use software and eventually demo how to use it with customers & partners * Be confident and articulate when speaking to customers, or liaising over email * Respond quickly to customer queries * Able to work with data and use Excel formulas and also use Excel graphs etc to create presentations using PowerPoint. * Be analytical and proactive - use initiative to problem solve within the software to find out why things are not working, * Organised and able to work to short deadlines, often at pace, with a good positive attitude * Adapt to customer changing needs, positively with good grace * Articulate, with an excellent command of English Language in both the spoken and written form * Friendly, empathetic and helpful to customers, approachable