Customer Success Manager

Reed.co.uk is looking for an experienced Customer Success Manager to join their Commercial Team in Holborn, London.

Overview As a Customer Success Manager you will have a key strategic role within reed.co.uk. As a customer focussed individual you are motivated and engaged by providing service excellence to our clients.

You will be responsible for providing market leading service and will ensure that our clients receive maximum value from their investment. You will enable them to fully leverage their subscriptions and services on an ongoing basis.

Founded in 1995, Reed.co.uk was the first recruitment website offered by a recruitment agency in the UK. Since then Reed.co.uk has grown to become one of the UK's leading careers marketplaces. Employee-centricity is one of our core values along with delivering excellence and being open, honest & fair to all external and internal stakeholders. Our vision is simple: to connect people to a world of career opportunities online

Key Responsibilities

Building strong credible relationships with our clients by supporting them to optimise and maximise their return on investment (ROI) from our offering

Analysing and monitoring customer data to draw insights and optimisations, communicating those findings to clients and adjusting campaigns for better performance

Actively organising and managing operational and strategic business reviews with your customers

Monitoring and measuring customer satisfaction and taking proactive action to remedy any concerns

Continually improving your knowledge of both reed.co.uk offerings and the customer’s business/industry to ensure that you are delivering the best possible service

Proactively seeking opportunities to increase revenue within existing customer accounts

Liaising with internal teams to ensure client needs are being met; coordinating the service provided by Onboarding, Sales, Marketing, Finance, and Product

Skills and Experience

Capability to communicate brand/products effectively and clearly both internally and to external customers over multiple media

Ability to digest data and relay it to customers in a manageable, clear and concise way

Proactive, positive, self-starter and team player with a skill of continually improving processes

Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function

Track record of working in a customer-facing environment and developing initiatives to ensure or improve upon a customer’s ROI

Excellent presentation and meeting facilitation skills

Demonstrable success in thinking strategically, while providing consistent and high level customer satisfaction and retention in a fast-paced environment.

Benefits

Hybrid working (minimum of 3 days per week in the office)

25 days annual leave plus bank holidays

Flexible holiday scheme

Paid time off to move home

Contributory pension scheme

Enhanced family leave benefits

Insurance benefits including life assurance

Love Mondays events

Discount schemes including gyms and popular retailers

Range of wellbeing and mental health support avenues

Newly refurbished office in a fantastic location, with countless bars, restaurants and theatres right on the doorstep