Job Introduction
The Customer Success Manager (CSM) is responsible for managing client relationships in-life, responding to queries and maintaining regular contact. The number one priority is ensuring that the customers are delighted with TribePad’s platform and service.
The CSM will also deliver new projects and enhancements (e.g. new ATS deployments, onboarding, video-interviewing or new ATS features) to new and existing customers. This will involve working with the client to complete specification and testing and liaising with development teams.
Role Responsibility
-
To maintain and strengthen the company’s existing customer relationships
-
To be an expert on how TribePad’s platform works and advise customers how to get the best out of the system
-
Develop strong relationships with key stakeholders, both for customers and within TribePad
-
To train or arrange training with the customer and their users
-
Be proactive in supporting customers during in-life service
-
To produce project proposals for customer required projects, engaging with all TribePad stakeholders to determine costs
-
To produce functional requirements and user stories for customer projects
-
Help to troubleshoot any in-life issues, assisting the support team where necessary
-
Using CRM and other tools, maintain records of customer contacts including questions, issues, config change requests and new feature requirements
-
To provide regular updates to the business on customer satisfaction and issues that need resolving
-
To manage and resolve any conflicts with customers in a timely fashion
-
Support other team members and their customers where required
-
To take ownership of your customers’ projects and escalations and see them through from start to end
-
To take ownership of internal work requested of you, and to ensure the work is completed, escalating any dependencies and risks where relevant
-
Be positive at all times with the customers and colleagues
-
Report any observed or suspected security weaknesses in systems or services to the CTO
-
Provide advice and guidance on customers recruitment processes and how they can be adapted/evolved to work best within the TribePad systems
-
Work with developers, designers and QA to ensure they have what they need to deliver customer requirements and project timelines are met
-
To introduce and demonstrate new products and features to customers, involving the Senior Account Manager for sales and contracts
-
Deal with occasional evening & weekend queries from customers not in UK timezone
The Ideal Candidate
A successful performer in this role:
-
Has strong organisational skills
-
Has some project management experience
-
Is able to learn quickly on the job and through videos and training manuals.
-
Has a positive outlook and able to form strong relationships with clients and colleagues
-
Examines problems from multiple perspectives
-
Uses past experiences, insights and own creativity to evaluate alternatives and come up with new ideas for our products
-
Describes the rationale and thinking behind their chosen decision or course of action
-
Adapts their personal style in response to the logical and emotional wants and needs of others
-
Summarises regularly during conversations to test understanding
-
Facilitates dialogue between other colleagues when working in a team
-
Looks for a range of learning opportunities to develop their skills and knowledge
-
Applies basic models of persuasion; uses features, benefits and evidence to influence others
-
Makes timely decisions based on sufficient analysis of alternatives
-
Tailors presentations to address the specific business needs of the audience
-
Seeks feedback to measure how well they are meeting customer expectations
-
Identifies and takes any steps necessary to improve the customer experience
-
Reacts quickly when plans go astray and takes charge to get things back on track
-
Works problems through to resolution on their own initiative
-
Listens and understands customers needs and can offer advice to provide a service
The role is based at TribePad Sheffield HQ but will involve travel to customer sites across the UK by car and train. Occasional travel outside of the UK to customer sites may be required.
Package Description
Our aim is for TribePad to be the best employer in Sheffield. We put people first, product second and our profits third. That means we'll invest in you to grow your skills and experience during your time with us.
We offer a competitive salary, profit share scheme, private healthcare, pension, flexible working, death-in-service cover and many other benefits.
About the Company
TribePad is a specialist talent acquisition software provider, serving some of the UK’s best-known organisations including the BBC, Tesco, and The Church of England. TribePad’s Applicant Tracking System, Video Interviewing, Onboarding and freelance management solutions are used by more than 16 million people, in 15 languages worldwide.