What you'll do
As a Customer Success Manager, you will be focused on driving customer loyalty, retention, and growth. This is done by creating visibility of our customer experience across the Regnology client ‘customer journey’ using a combination of KPIs, customer feedback such as NPS and insights which will be combined to track the ‘health score’ of each client account.
You will act as client advocate, gathering and maintain data about clients, various cycles that impact their business and facilitate data-driven actions and decisions
You will be focused on driving awareness of the key pain points our customers are experiencing and work with the Customer Success leadership to identify process improvements initiatives which will improve customers’ experience.
Your key accountabilities are:
You will act as client advocate, gathering and maintain data about clients, various cycles that impact their business and facilitate data-driven actions and decisions
You will be focused on driving awareness of the key pain points our customers are experiencing and work with the Customer Success leadership to identify process improvements initiatives which will improve customers’ experience.
Your key accountabilities are:
- Building strong and long-lasting relationships with your customers, owning the relationship through proactive and reactive engagements.
- Understanding the customer experience with our products and services, effectively feeding back to enable iterative improvements as well as immediate points of correction.
- Deliver to the customer through a designed standard framework, carrying out a ‘Service Review’ at regular intervals presenting customers with information you have compiled.
- Through analysis of metrics and KPIs in place, form a Customer Success plan that is fitting to the customers’ needs. This plan will remove/mitigate problems, in turn consistently improving their experience.
- Customer advocacy, act as a spokesperson on behalf of the customer. Working through difficult situations via transparency and partnership. All the while protecting the reputation of Regnology.
- Deliver on KPIs assigned to you, these KPIs underpin the operation and allow us to provide a standard experience to customers.
- In the event of a Major Incident work in a collegial manner with the team to drive positive outcomes. A key element will be to ensure they are communicated to in a satisfactory manner taking ownership of comms as/when required.