Associate Customer Success Manager
Thomas International, United Kingdom
Job Description
The Associate Customer Success Manager is a customer focused individual who demonstrates the value of our products to Thomas customers. The Associate Customer Success Manager clearly understands the need to respond to, and solve, customer requirements and works with them to help them achieve their goals.
You will work with a team of Customer Success Managers working with them on their portfolio of customers to ensure there is a timely and appropriate response to customer requests.
The role requires strong communication and relationship building skills, in depth product knowledge, self motivation and the ability to focus and achieve customer and team KPIs.
The ideal candidate will have a passion for the value our tools bring to our customers and will work with our stakeholders in organisations to create a community of advocates for our platform and products.
Responsibilities
- Responsible for supporting the successful onboarding of Thomas customers
- Ability to deal with incoming customer queries
- Prioritise workload dependant on customer requirements
- Understand where there is a need to escalate to CSM, other departament or resolve individually
- Work proactively with the CSMs to ensure customer engagement and usage
- Deliver customer upskill sessions to ensure maximum product value
- Analyse customer health metrics, run NPS and gather other feedback to inform CSMs
- Monitor customers levels of engagement with the Thomas platforms
- Provide insight to customers to ensure that they get the most out of the platform with the aim to retain and grow the customer
- The success of your role will be measured through the retention rates of your customers, their NPS and other key performance metrics.
Requirements
- Working in a result driven environment
- 2-year previous customer facing experience
- Ability to build rapport and maintain long term relationships
- Responsibility and accountability for tasks and actions
- Planning and organisation to ensure you focus on the right customers and outcomes
- Ability to work in a KPI and data driven environment
- Customer centric attitude with a relentless focus on customer value creation
- Strong business acumen to understand the business outcomes our customers are aiming to achieve
- Ability to communicate well and put across your thoughts and ideas through a variety of communication methods
- Willingness to act as part of a team and work towards achieving team goals and outcomes
- Ability to work effectively and efficiently with multiple data driven tech applications needed in your role
Benefits
- Holiday 25 days per annum, plus the opportunity to purchase up to an extra 5 days per annum through the salary sacrifice holiday buy scheme (plus an extra day off for moving house!)
- Auto enrolment pension available through salary sacrifice
- Westfield Health cash plan where members of Team Thomas can claim back for various healthcare appointments (including dental and optical), as well as a 24-hour counselling and advice line
- My Specialist GP a private GP surgery located in Marlow, which is available for all members of Team Thomas to use for emergency on the day appointments, paid for by Thomas International
- Gym Membership Thomas International will either pay up to 28 per month towards gym membership at any nationwide gym, or 28 per month towards membership at The Marlow Club (a gym and swimming pool located close to the Marlow office)
- My Thomas Advantage a communication, health amp; wellbeing and discount portal, allowing members of Team Thomas to keep up to date with business news, access information on health amp; wellbeing offerings and access discounts on a wide range of retail products and leisure activities
- Early Friday Finish Finish at 15:00 during the 3 Summer Months (June, July and August)
- Dress down policy other than for client facing meetings where appropriate
- Enhanced Maternity and Paternity Scheme
Location:
Assumed to be remote working, but entirely flexible re hybrid working principles (Please see below). Can be based primarily remotely, but with ability to attend Marlow and London offices if desired.
Our commitment to diversity and inclusion permeates throughout everything we do, from our products to our people.