4Days left

Customer Sucess Manager

Giant Group
Giant Screening
Location
Remote - Home & Office
Team
Screening
Salary:
£27,000 - £30,000 per annum
Job Tenure
Full Time Permanent
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At Giant Screening we have an exciting opportunity for a Customer Success Manager to join our growing team.  

About the role

As the Customer Success Manager, you’ll play a crucial role in facilitating the delivery of a diverse array of screening services and solutions to clients across various industries. You'll lead the coordination of activities, conduct thorough service reviews, and collaborate closely with clients. As a key point of contact, you will manage the wider Customer Success team to ensure seamless customer support, meeting and exceeding KPI’s while serving as the go-to escalation point.

Key responsibilities of the role include:

  1. Act as the main point of contact for all existing clients, maintaining a clear line of communication and addressing any needs/concerns.
  2. Leading service review sessions, documenting and taking actions and next steps.
  3. Enhancing & maintaining stakeholder connections whilst measuring success through client satisfaction, delivery quality & financial performance.
  4. Take ownership of client satisfaction
  5. Guiding new client onboarding, actively contributing to achieving project milestones during service transition phases.
  6. Ensure proactive handling of any incidents/issues, ensuring that SLA’s are met. Reporting and escalating to the Head of Customer Success.
  7. Manage and lead a team of customer success advisors and specialists, providing guidance, coaching and performance feedback.
  8. Take ownership of developing process improvements to enhance service efficiency and effectiveness.
  9. Deliver and demonstrate a high knowledge and clear understanding of GDPR/Data protection and all aspects of handling and processing personal data.

Your ideal experience & competencies:

You must have at least 4 years’ Screening experience with a minimum of 1 year managerial experience.

  • Proficiency in Microsoft office is required.
  • Proven ability to meet and surpass SLA & KPI benchmarks.
  • An understanding of customer service specifically in problem solving and external communication   
  • Understanding and awareness of the importance of data protection/GDPR policy’s and processes

Employee Benefits:

  • 31 Days Holiday: Enjoy generous time off, inclusive of bank holidays.
  • Pension Scheme: Secure your financial future with our pension plan.
  • Enhanced Maternity and Paternity Pay: We're here to support your growing family.
  • Supporting Childcare: Support for parents returning to work.
  • Life Assurance: We've got you covered.
  • Employee Referral Bonus: Refer talent and earn rewards.
  • Birthday Leave: Celebrate your special day with an extra day off.
  • Leave for Volunteering: Day off for charity work.
  • Employee Assistance Program: Get the support you need when you need it.
  • Buy Additional Holidays: More time for you, when you need it.
  • BHSF Health Cash Plan: Your health is our priority.
  • Giant Advantage: Exclusive discounts for our amazing team.
  • Soft Loans: Emergency loans for unexpected expenses
  • Subsidised Gym Membership: Stay fit and healthy with Nuffield Health.
  • Role-Relevant Training: Invest in your career growth.
  • Social Events: Connect with your colleagues.
  • Long Service Awards: Celebrate your loyalty and dedication.
  • WeCare Services: Access free 24/7 online GP, mental health support, and virtual well-being resources

 

All our posts are subject to pre-employment checks. We are committed to equal opportunities in employment, and we look forward to all applicants, and applicants with a disability, who meet the minimum criteria for the job, and consider them on their abilities. Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.