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Client Success Manager
 
Title: Client Success Manager
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
Salary: £35,000.00 - £50,000.00
Salary per: annum
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Description:
Client Success is a brand new department within Peoplevox and the successful applicant for this role will help shape the department and its function within the business. The Client Success department need to be product experts of a complex product and Client trusted advisors.

Peoplevox is a product company who specialise in solving ecommerce businesses problems and keeping their operations simple through SaaS solutions. Our vision is to help our Clients create remarkable experiences for their customers when buying online. Our Company Strategic Focus is Scalability & Reliability, Customer Experience, Local Solution Providers & Supply Chain Point Products.

Peoplevox has seen consistent growth in revenue from a mix of new Clients and existing Clients since inception. Our Clients are typically those running ecommerce businesses or solutions and currently we have circa 150 Clients. We operate globally with customers in the UK, USA, Australia as well as other areas in Asia and South America. Our headquarters are in London and we have an office in Poland. Some of our customers include: Gymshark, Rite Aid and The Range.

Our ambitions are limitless, the next two years are key for the business as we develop multiple routes for expansion. We want to develop more products, be in more regions and be utilised by more Clients.

Client Success needs to play a key part in that growth and ensure that we can grow the existing customer base in line with company expectations.

Our key priorities are:

Build out the set of services Client Success need to provide over the next 12 months Take on ownership of existing Client relationships and ensure churn is proactively managed Prepare to accelerate Client growth This role is expected to travel roughly 1 day per week within the UK, some travel to our office in Poland and some travel Globally to our Clients.

KEY RESPONSIBILITIES:

Client Management

Have full accountability for a set of Client accounts from Go Live up to and including Renewal. Expand PVX’s influence within the Client Ensure their Clients are promoters /advocates of PVX and grow Service Delivery

Feed into continuous improvement of the teams processes and services (adoption, renewal, expansion etc.) to ensure they are:

Client Led Transparent Operating with the right data in the right place Simple & driving satisfaction Consistent & Scalable Product Adoption

PVX is a specific system within Peoplevox’s offering. The Client Success Manager is expected to:

Be / become a subject matter expert in warehouse operations. Be / become a subject matter expert with the PVX system. Be / become a PVX super user. Department Development

Input into and help evolve department culture Input into and help evolve department strategy and plan Participate in onboarding new starters Take ownership of some of the departments reporting and analysis Requirements

The Client Success Manager should have the following skills / experiences:

Required:

Fluent in English (equivalent to native speaker) Experience in working within a SaaS organisation 1-2 years experience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels Strong customer relationship skills, ability to engage with all levels Experience in building/operating key business processes Proven customer satisfaction / customer NPS results Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinars Strong time management Strong analytical skills Strong operational experience, demonstrating an understanding of how operations can impact a customer’s experience Has worked with a complex product Degree - min 2.i BSc
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