Regional Customer Manager [with IT Service Delivery experience]
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- Description
Salary: Negotiable + good benefits + career progression
The Regional Customer Manager is responsible for developing and maintaining strong relationships with key business influencers across the client base. The RCM will hold regular consultative style meetings to provide solutions to their business challenges, drive product adoption, identify upsell opportunities across the range of products and ensure customers receive maximum return on their investment along with helping drive continued customer retention.
Personal Specification
Well established at building and maintaining excellent customer relationships and ready to contribute to a growing software provider acting as an ambassador for the business.
Adept at leading, solutions oriented, flexible, and can work collaboratively and effectively across departments.
Exceptional customer management and communication skills
Demonstrable presentation and/or public speaking skills
Outstanding written communication skills
Ability to work on own initiative and as part of a team to deliver individual and team objectives
Positive attitude with a desire to exceed expectations at every opportunity
Strong attention to detail, highly organised and focused on quality of work delivered
Minimum 5 years Estate Agency or Prop-Tech experience
Sound IT knowledge and service delivery experience, preferably in the estate agency or real estate industry
Longstanding use of integrated CRM systems including Salesforce
Key Responsibilities
Driving client service excellence through regular meetings and calls and exceeding client expectations to ensure consistency in our service and client retention along with outstanding NPS scores.
Supporting the Head of SMB Customer Success and the Head of Customer Success in the delivery of the department objectives to ensure effective delivery of key strategic items for both clients and the company.
Demonstrate model behaviour, supporting other members of the team to develop strategies to drive client satisfaction levels to ensure that the company high standards and focus on excellence are delivered and that clients receive maximum value from the software.
Pro-actively identify clients’ present and future needs and manage delivery expectations of these by engaging with internal departments and available client data i.e. support desk and training data to ensure that our business can meet clients’ demands and allow for any additional resource where required.
Ensure that the company’s message is delivered effectively to all tiers of clients and third-party organisations to ensure that Clients and third parties have a clear understanding of the business strategies, ethos and culture.
Identify upsell opportunities through consultation to ensure that clients are maximising on the full range of products available to suit their business and solve business needs.
Ensure the company will maximise on additional revenue streams.
Ensure retention of all existing business to keep in line with the company’s strategy and revenue forecasts and maintain market share.
Identify, develop and maintain an understanding and working relationship with each client through regular contact with key business influencers, ensuring associated up sell opportunities are maximised throughout their business and the client can see value added as well as ROI.
Document client calls and meetings using Jira.
Maintain internal Client Matrix, escalate ‘risk clients’ to the Head of SMB Customer Success and Head of Customer Success to ensure consistency in practice and that Customer Success Service SLA’s are met.
Highlight at the earliest opportunity any client ‘risks’ and ensure the business understands who all key contacts are for future marketing and communications.
Facilitate strong relationships at all levels with both existing and new clients to ensure strong relations are built for long term partnerships.
Understand client’s strategies and maintain individual client business plans for review with the Head of SMB Customer Success and Head of Customer Success on a regular basis to ensure the client and the company are aligned and demonstrate where we have added value.
Ensure the latest release notes are read and understood thus ensuring that the business can provide the client with information on new features and enhancements that may benefit their business.
Attend departmental Customer Success meetings and the Weekly Customer Success call, this ensures that the Regional Customer Manager remains an integral part of the Customer Services team and is aware of company-wide client activity which will help improve knowledgebase.
Update the Customer Success Weekly Report prior to the weekly Customer Success call. This provides the Head of SMB Customer Success and the Head of Customer Success with an update on the previous week as well as the activity for the coming week. This information is shared with the Board by Head of Customer Success to highlight customer satisfaction and risk.
This is a regional role, so a clean UK driving licence is required in order to travel between offices and client sites. The regions covered are predominately Hampshire, Berkshire, Surrey and Sussex, with regular travel into Central London.
Wilde Associates is working in the capacity of an Employment Agency for this vacancy
