Customer Success Manager at Pixl8

Headquarters: London, England, United Kingdom
URL: http://www.pixl8.co.uk

Pixl8 is a leading London based web design and product development company, working with membership organisations, associations and charities that are seeking digital solutions that go the extra mile. Since 2001 we've worked with over 200 organisations to build integrated websites, CRMs, bespoke software and have now consolidated our expertise into the flourishing products such as Preside Platform, ReadyMembership and EventFolio.

Pixl8 Group Ltd is seeking client success specialists to join our growing team and help drive our Customer Success objectives.

It would be beneficial if you have worked in other technology product organisations whilst essential that you have practical experience of account management as well as pre-sales, discovery and implementation processes. You will be familiar with a range of technologies including CMS and CRM or event management software.

The Role

As a Customer Success Manager, you will play an important role in client engagement, satisfaction and retention. You will be responsible for onboarding and retaining our clients whilst expanding the usage of our products and services by providing proactive communication, guidance and support to clients through understanding their business needs to deliver solutions that help them succeed.

You will work within the Customer Success team whilst also collaborating with the Product, Consulting, Delivery and Sales & Marketing teams.

Key Responsibilities

  • Provide proactive client engagement activities throughout the customer lifecycle to drive product adoption and client success
  • Nurture customer relationships and grow accounts through the upselling of appropriate products and services
  • Respond to and coordinate resolution of any customer issues in a timely manner
  • Maintain accurate and up to date client records, including documented interactions, in the CRM

Supporting Responsibilities

  • Own all proactive and reactive retention efforts with assigned clients
  • Create, follow and maintain account plans for all assigned clients
  • Provide full-service onboarding and management services when products or upgrades are purchased/required
  • Train clients to be savvy end-users and product evangelists
  • Develop and maintain product expertise to create client resources and support documentation
  • Apply product knowledge to troubleshoot and resolve basic technical issues
  • Collaborate with the Customer Success team and Head of Operations to create a client outreach strategy
  • Identify product or process improvements for efficiency and scalability
  • Provide client insights, product feedback and trending issues to internal teams
  • Work with the Sales & Marketing team to create client success stories and testimonials

Requirements

The ideal candidate has the following skills and qualities:

  • Experience in a Customer Success, Relationship Management, Account Management, or similar role
  • Aptitude for building and maintaining thriving and sustainable relationships
  • Exceptional communicator and listener (verbal, written and presentation)
  • Ability to support clients with collating objectives and setting goals (and prioritise)
  • Organised, collaborative and commercially aware
  • Fast-learner and willing to assume additional responsibilities as needed
  • High level of initiative with a creative perspective to problem solving
  • Able to multi-task with a strong commitment to accuracy and attention to detail v
  • Knowledge of associations and member-based organisations (preferred)
  • Well-versed in CSM, CRM and events
  • Experience of working in a digital agency (desirable but not essential)

Do you meet our values?

  • We stretch our limits
    Continuous improvement is our default mindset. We are curious, persistent and challenge ourselves and our clients to create great results.
  • We act with integrity
    We value the trust placed on us by our clients. We work with honesty and integrity at all times. We maintain transparency in our communications and profit is always secondary to what is right.
  • We are always accountable
    We confidently empower our teams to own a problem and collectively deliver on our promises.
  • We care because it matters
    We listen to understand, with the goal to form durable, long-term and respectful relationships.
  • We dare to share
    Our people are a source of strength. We respect the individual, nurture our teams and give back to our wider communities.

Benefits

We are always keen to hear from applicants that would be interested in working flexible hours or on a part time basis.

  • 25 days of holiday + recognised public holidays
  • Company socials
  • Healthcare benefit
  • Personal development opportunities (including support to complete courses to become a certified CSM)

Salary

£30,000-£40,000 (depending on experience)

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