Cutomer Success Manager with ref. J36473

Customer Success Manager
Outskirts of Stowmarket, Suffolk

We are delighted to be working with a large scale, established manufacturing business based on the outskirts of Stowmarket who are seeking a Customer Success Manager to join their team.

This is a pivotal role and essential for the day-to-day management of the customer success team, ensuring standards are met and problems are resolved promptly. Additionally, you will provide a professional, customer-focused service to your allocated accounts.

This role will require you to have exemplary communication skills and an un-flappable' nature! The customer success team are the lynch pin in the operation, so it is imperative you are able to build a rapport across all departments to ensure everything runs smoothly!

To excel in this role, you must have excellent leadership skills and be accustomed to working within a changeable environment to support the company's growth. The ideal candidate will also have experience within Manufacturing although this is not essential, but a huge advantage!

Tasks to include but are not limited to:

•Ensure the effective operation of the Customer Success Team to provide the best service for customers
•Allocate workload as required to the Customer Success Team to ensure emails and telephone calls enquiries are dealt with promptly
•Address escalating calls, assisting colleagues or taking over as necessary to ensure issues are resolved to the customer's satisfaction
•Provide feedback to the Customer Success Team regarding issues or problems raised by customers that have been escalated
•Inform team members of any changes to procedures and systems, ensuring the necessary training is provided
•Support the team daily through guidance, direction, and encouragement
•Review customer satisfaction from previous interactions and work to improve any issues.
•Assist in developing a continuous improvement plan by taking ownership of trends and process variations relating to the Customer Success Team
•Efficiently and accurately update computer-based systems (Gold Vision, Nulogy, Sage).
•Create new product codes and obtain any missing information to generate production paperwork, including job specifications.
•Administer documents related to SDS, CLP, and COSHH for products we handle, and forward them to the Compliance Manager.
•Order component parts for jobs.
•Book deliveries and arrange transport effectively and on time.
•Attend regular meetings to discuss ongoing and future planning requirements.
•Develop Standard Operating Procedures (SOPs) for the Customer Success Team.
•Develop and maintain project plans to ensure project targets are met.
•Monitor task completion to ensure good performance and results.

•Take responsibility in terms of people management, to include recruitment, training, job chats, appraisals, probationary reviews, performance improvement plans, disciplinaries and investigations with support from the HR department.
•Communicate expectations to the team and appraise their performance in conjunction with HR.
•Assist employees by identifying personal growth opportunities.
•Resolve issues, conflict and disputes in the team.
•Ensure KPIs are met by working to the overall plan, in conjunction with HR.
•Work as part of the Management Team to share ideas and improve operations by recommending, supporting and implementing continuous improvement activities.

Additional Information:
•Hours: Monday to Thursday 8am-5pm and Friday 8am 1pm (4.5 day work week)
•Salary: Circa £32,000 DOE
•Holiday: 22 days + bank holidays
•Interviews: Week Commencing 16th September
•Start Date: TBC

If you are interested in being considered for this role, send your CV through today or call the office and speak to Thomas or Paige to discuss in more detail.

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