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Customer Success Agent Manager

Closing Date
Sun, 30 Jun 2019

View and Apply

By clicking ‘View and Apply’, you will be taken to our 3rd party service, from which you will be able to register and apply for the role.

Location

Nottingham

Salary

Dependent on experience

If you've ever flown in a plane, been in hospital, or even given blood, there's a good chance we've helped keep you safe. For nearly a quarter of a century, we've been providing software solutions to thousands of customers such as the UK NHS, Virgin, PwC, Emirates, Heineken and even Harvard University. We're not a large faceless corporation, but we're not a fly-by-night dot com company either. With more than 450 employees in multiple locations across the UK, USA, Dubai, Malaysia and Bulgaria (not including our global Partner Network) we're one of the most exciting and fastest growing software companies in the world.

Due to our recent growth, we are investing heavily in customer success and are now looking for a highly skilled Customer Success Agent Manager to come and join our brand-new team in Ruddington. Customer success within Ideagen is not just a Department, it is a cross functional philosophy within all business functions, which promotes a customer success culture in everything we do.

You'll be naturally passionate about managing a team and getting the best out of them to ensure they reach their full potential as well as proactively engaging with customers to ensure they get the best possible experience with Ideagen.

Key responsibilities:

  • Day to day management of a team of Customer Success Agents and ongoing monitoring of the team's performanc
  • Ensuring the team realise their objectives alongside coaching and mentoring the team members for their own personal growth
  • Managing change in terms of process and team growth
  • Assisting customers to help them realise their desired outcomes through adoption
  • Provide support to customers to improve their experiences to ensure they get the most out of their investment
  • Working collaboratively across the business through best practice sharing with an openness to the input from other team members and departments

To be considered for this role, you must have:

Essential

  • Substantial experience of managing a customer facing team with a natural passion to coach and mentor your team members
  • Experience of managing customer data in business systems
  • At least 3 years' experience with customer-facing activities within a B2B environment, ideally for a software company
  • Strong communication skills, both verbal and written, with a professional presence
  • The ability to break down problems into manageable components and think through viable solutions
  • A high degree of empathy for customers and their desired outcomes with a high degree of ownership of your work

Desirable

  • Experience of Customer Success Management software
  • Experience of software implementation in a B2B environment

What's in it for you?

While we take our work and deliverables seriously, we have a relaxed working environment and we want our people to be rewarded for their hard work. We offer benefits such as; 34 days' holidays (inclusive of bank holidays), Enhanced Maternity and Paternity Pay, Contributory Pension Scheme, Free On-site Parking, Private Medical Insurance and many more!

View and Apply

By clicking ‘View and Apply’, you will be taken to our 3rd party service, from which you will be able to register and apply for the role.

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