Customer Success Manager

Our client are a cloud based payroll and accounting software engineered to keep things simple, for the temporary labour market. With a unique focus on the contractor and temporary worker market, they provide market leading tools to support the calculation of complicated assignments, whilst still maintaining the simplicity and flexibility required to manage simple customers. Your Role The most senior member within the operations team and reporting to the Service Director, the satisfaction of our customers is the primary focus for the role.

The operation teams focus is in two main areas: implementations and customer experience. In addition to ensuring that our customer satisfaction levels remain high, the operations team is the vital link between our customers feedback and the product team. All bugs, UX suggestions and feature requests from our customers will need to be communicated to the product team for prioritisation and inclusion on the product roadmap.

Principle responsibilities:
Define implement and maintain helpdesk processes Report out on client engagement and seek to increase engagement with the software Ensure that feature releases and content is delivered and communicated effectively Responsible for collecting customer feedback and communicating into the product team Maintaining an effective implementation process so that they are quick and pain free for our new customers Proactive and regular client calls/visits to gain an understanding of their business and challenges such that we can better improve our service and products.

Encourage high performance through direct management of implementation and customer experience teams

You will be:

Have a good understanding of payroll legislation and its practical application Knowledgeable of the contractor and temporary worker market Willing and able to travel to customers for client visits Experienced in a senior operations role Curios in technology and streamlining existing processes Desirable Proven experience working within a product company Experience working with Jira and/or intercom