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Junior Customer Success Manager

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ClearCourse

1mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Sales & Business Development
  • Kingston upon Hull

AI generated summary

  • You must have client-facing experience, excellent communication skills, strong negotiation abilities, be self-motivated, and ideally have software or workforce management familiarity.
  • You will mitigate churn, onboard customers, build advocacy, collaborate cross-functionally, identify upsell opportunities, monitor performance metrics, and manage strategic customer relationships.

Requirements

  • * Proven experience in a client-facing role
  • * Excellent communication and interpersonal skills to build rapport with clients.
  • * Strong negotiation and problem-solving abilities to address client needs effectively.
  • * Self-motivated with a results-oriented mindset and a drive to achieve targets.
  • * Familiarity with the software industry and/or experience in workforce management is a plus.

Responsibilities

  • Proactive Churn Mitigation and Risk Management: Use Leading indicators to anticipate churn risks i.e usage patterns, support tickets, customer feedback, feature usage etc., Leverage these data driven insights to develop and implement targeted retention strategies and mitigation plans to re-engage at-risk customers and prevent churn.
  • Onboarding and Time To Value: Act as the primary point of contact after hand off from the BDM of New Business Aquisition, partnering with implementation to ensure customers are onboarded seamlessly and begin to experience product value quickly
  • Customer Advocacy and Community Building: Foster a strong sense of customer advocacy by collecting customer feedback, testimonials, and case studies. Identify and nurture potential customer champions who can advocate for our product within their networks and contribute to our customer community.
  • Cross-Functional Collaboration and Communication: Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience
  • Identify Upsell Opportunities: Identify and refer opportunities to BDM’s, to ensure that the business and BDM can attain Upsell targets. The success of this directly impacts the CSM’s - Net Revenue Retention(NRR) goal which is culmination of reducing churn, and successful upsell.
  • Performance Monitoring, Analysis, and Reporting: Track, and focus on key customer success metrics, including customer retention rate (CRR), NRR, customer satisfaction (CSAT), net promoter score (NPS), and customer health score.
  • Strategic Customer Success Management: Rank and prioritise customers and work closely with Strategic customers through having a regular cadence of business reviews, on-site meetings, and workshops to stimulate product usage and feature adoption

FAQs

What is the role of a Junior Customer Success Manager at GDS?

The Junior Customer Success Manager is responsible for maximizing customer lifetime value by driving product adoption, ensuring customer satisfaction, and proactively mitigating churn. This role involves acting as a trusted advisor to customers, understanding their business objectives, and demonstrating how our solution delivers value.

What are the key responsibilities of this position?

Key responsibilities include proactive churn mitigation, onboarding customers, fostering customer advocacy, collaborating with cross-functional teams, identifying upsell opportunities, monitoring performance metrics, and managing strategic customer relationships.

What qualifications are required for this role?

Candidates should have proven experience in a client-facing role, excellent communication and interpersonal skills, strong negotiation and problem-solving abilities, and a self-motivated mindset. Familiarity with the software industry or experience in workforce management is a plus.

Are there opportunities for career progression within GDS?

Yes, GDS is focused on career progression and offers support for employees looking to move up the career ladder.

What benefits does ClearCourse offer to employees?

ClearCourse provides benefits such as life assurance and group income protection, private medical cover, an enhanced company pension, a hybrid-working model with 25 days annual leave plus your birthday off, employee wellbeing perks, enhanced maternity and paternity pay, and generous training budgets.

How does GDS support work-life balance?

GDS supports work-life balance by offering a hybrid-working model and 25 days of annual leave, in addition to your birthday off.

Is experience in the software industry necessary for this role?

While it is not mandatory, familiarity with the software industry or experience in workforce management is considered a plus.

How will success be measured in this role?

Success will be measured using key customer success metrics, including customer retention rate, net revenue retention, customer satisfaction, net promoter score, and customer health score.

Will there be opportunities to engage with customers directly?

Yes, the role involves direct engagement with customers through regular business reviews, on-site meetings, and workshops to stimulate product usage and feature adoption.

What is the company culture like at GDS?

GDS promotes a dynamic and innovative culture, emphasizing collaboration, career growth, and a supportive environment where team members are eager to help one another.

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ClearCourse

Industry-specific and market-leading software, payments and services for UK SMEs.

Technology
Industry
1001-5000
Employees
2018
Founded Year

Mission & Purpose

We’re a software and payments business founded in 2018 with investment from Aquiline, a New York and London-based private equity firm. Operating across five divisions - Business Services, Events & Leisure, Membership Services, Payments, and Retail & Hospitality – we provide over 30 different software solutions that are fundamental to small and medium-sized enterprises (SMEs). As a company, we’re entirely guided by our FAIR™ values – Future-Proofed, Approachable, Integrity, Responsible – and we champion and celebrate diversity, equity, and inclusion. Our sites are bursting with the enthusiasm and expertise of more than 900 ClearCoursers that serves over 20,000 customers and countless consumers across the UK and Ireland. Our vision is to build a brilliant software and payments business, and our mission is to build it with the best people and products, and by integrating our software and payments platform, to deliver the best solution for our customers. We’re strongly advocating for Working Better Together™ - software gets better and more effective when it integrates with other software, and teams get stronger when we can bring brilliant people together.