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Job Description
We are seeking a dedicated and energetic Client Success Manager to join our team, focusing on building exceptional relationships with our high-value clients.
About You
Key Skills and Attributes
Strong interpersonal and communication skills, with a focus on empathy and problem-solving.
Proactive approach to client success, anticipating client needs and delivering solutions.
Ability to manage multiple priorities with strong attention to detail.
Familiarity with technology
A passion for delivering outstanding client experiences.
Qualifications
Experience in client success, account management, or a related role.
Proven ability to manage client relationships and drive retention.
Ability to analyse data and translate insights into actionable plans.
Your Responsibilities
Onboarding and Training:
Guide new clients through the initial setup for our various products.
Conduct welcome calls to understand client goals and align expectations.
Relationship Management:
Build and maintain strong relationships with clients, serving as their primary point of contact and ensuring their ongoing satisfaction.
Monitor client health scores and proactively address challenges or risks.
Lead monthly quality control observations for calls, workshops, and webinars.
Proactive Support:
Anticipate client needs, addressing potential challenges before they escalate, and provide timely solutions to enhance the client experience.
Manage client queries through our technology and other support channels with prompt and effective communication.
Spot opportunities to add value to our members.
Advocacy and Feedback:
Act as the client's advocate within the company, conveying their feedback to relevant departments to drive product or service improvements.
Provide feedback to the leadership team to support continuous improvement.
Performance Monitoring:
Track member usage and engagement metrics to identify opportunities for upselling, cross-selling, and ensuring clients derive maximum value.
Conduct regular quality assurance checks to ensure processes meet defined standards.
Prepare and present performance insights during team meetings.
Community Engagement:
Actively manage and support the client community via our own Award winning NextGen Planners platform, responding to posts, approving member requests, and resolving concerns.
Benefits
A basic package of around £36k-£40k per annum based on experience
Fully Remote Working Environment
Employer pension scheme
25 days holiday plus bank holidays
A collaborative and innovative team environment.
Opportunities for professional growth and development.
The chance to make a tangible impact on client success and company growth.
This role is pivotal in ensuring our high-value clients receive exceptional service and support, contributing significantly to their success and the growth of NextGen Planners.
How to apply
To apply, we want you to send us:
Your CV and covering letter on why you would be a good fit for this role
A 2-minute video introducing yourself and telling us why you’re excited about this role. Show us your personality, your experience, and why you’d be a great addition to our team!
Here's how to send us your video:
1. Record your video using your phone or computer
2. Send the video to our main email address at contact@nextgenplanners.co.uk
3. If the video file is too big to send via email, please use www.wetransfer.com to send us your video & CV.
Closing Date
21/03/2025