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Customer Success Manager

  • Job reference: 39293
  • Location: London
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Sales and Marketing
  • Salary: £40000 - £50000 per annum

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Our client are a tech company transforming the restaurant landscape through their operating system. Offering solutions to their customers everyday pin points, as a product-led company their clients are at the heart of everything they do. They want to empower consumers to craft their own personalised meals whether they be vegan, diabetic or just looking to get fit.

Once their customers launch on the platform, you will be responsible for helping them drive mazimum value from their software. The role will be very dynamic and vary on a day to day basis, depending on customer requirements. You will champion their clients and get to know their core business needs which will result in an understanding of how our client's product can help them achieve their desired outcomes. From deep thinking proactively about the long term success of a client to troubleshooting client queries - no two days will be the same and you will need to be an individual who thrives ina dast paced and changing environment - Restaurant industry experience is a plys but not required as long as you have a love for food!

Key Responsibilites:

  • Owning strategic client relationships throughout their journey, including identifying and managing touchpoints dependent on their needs
  • Supporting clients who are ultmately changing the way they are doing business by using our clients operating system
  • Working cross functionally with internal teams and managing communication flows including Business Development, Product, Marketing, Data, Operations and support in order to troubleshoot client concerns and to develop solutions that will provide long term values
  • Ensuring customer success, ultimately defined by customer return on investment and advocacy by ensuring renewal and growth of the customer
  • Monitoring and using data to measure the success of training and onboarding, and identify areas needed to develop in.

The right candidate:

  • Will be self sufficient and possess initiative, you will love the challenge of solving complex problems and learning new things. You will thrive in a dynamic startup environment and not be afraid of quickly changing situations
  • Will have outstanding communication and interpersonal skills, you will be comfortable using a variety of mediums to interact with varying levels of industry stakeholders, from till operators to founders and CEOs. You're able to empathise with customers ina genuine way that lets them know you understand their pain points, whilst also being able to handle a difficult conversation.
  • Is flexible and enjoys thinking on their feet. You value active listening and can handle challenges by making thoughtful deisions that are good for customers, teammates and the brand,
  • Will utilise their project and time management skills in order to juggle a multitude of ongoing projects and relationships which require organisation. detail, prioritisation, deep thinking and delivering outcomes
  • Will be curious and able to step back and ask strategic questions, approaching complex problems with empathy and the drive to reach positve outcomes for clients.

You must have:

  • At least two years experience in a customer-facing/relationship management role or equivalent history of increasing satisfaction, adoption and retention of customers
  • A built-to-serve mindset with commercial sensibility
  • Familiarity with Customer Success based KPIs (including churn, MRR, ARR, e.t.c)
  • Restaurant Operations/Industry Experience

Experience with SaaS and an understanding of the software development lifecycle would be a massive bonus!

The perks offered are great aswell focusing on your hours, wellness, food.drink, tech kit, development work environment and social spirit - contact jemma.melton@lafosse.com to find out more.

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