Senior Customer Success Manager

What You Will Do As  a Senior Customer Success Manager for Shopper Trak, you will play a key role in driving customer satisfaction, retention, and long-term value across strategic customer accounts. Working with major retailers, shopping centres and luxury brands, you will act as a trusted advisor, ensuring customers achieve maximum value from Johnson Controls solutions. You will collaborate closely with Sales, Operations and Serviceteamstodeliveroutstandingcustomerexperiences,supportbusinessobjectivesandidentifyopportunitiesforgrowth.

ThisisahybridrolewithregulartraveltocustomersitesacrosstheUK.

What We Offer
• Competitivesalaryplusbonusplan•25daysholidayplusbankholidays
• Private healthcare•Pension
• Life insurance•Employee Assistance Program
• Employeereferralscheme•Employee discounts
• Cycleto Work scheme•Discounts on Johnson Controls products
• Trainingandcareerdevelopmentopportunities•Supportive,collaborativeandsafety-driven culture

How You Will Do It
• Manageanddeveloprelationshipswithkeycustomeraccountsastheprimarycustomersuccesscontact.
• Buildastrongunderstandingofcustomergoals,operationalrequirementsandbusinesschallenges.
• Drivecustomeronboarding,adoption,retentionandsatisfactioninitiatives.
• Collaborate with Sales,Operations,Service and Projectteamstodeliveraseamlesscustomerexperience.
• Monitorserviceperformance,customerhealthmetricsandaccountactivity.
• Identify risks,trendsandimprovementopportunities,implementingcorrectiveactionswhererequired.
• Leadcustomerreviewmeetings,businessupdatesandserviceperformancediscussions.
• Resolvecustomerissuesandescalations,ensuringtimelyandeffectiveoutcomes.
• MaintainaccuraterecordsusingCRMplatformsandreportingtools.
• Supportforecasting,accountplanningandcontinuousimprovementactivities.
• Identifyopportunitiesforaccountgrowthandsupportcommercialdiscussions.

What We Are Looking For Required Provenexperiencein Customer Success ,Account Management,Service Managementorasimilarcustomer-facing role.

Experiencemanagingstrategicorenterprisecustomerrelationships.

Peoplemanagementorteamleadershipexperience.

Strongstakeholdermanagementandrelationship-building skills.

Excellent communication,presentationandinfluencingabilities.

Demonstratedabilitytoresolvecomplexcustomerissuesanddeliverpositiveoutcomes.

Commercialawarenesswithanunderstandingofcustomerretentionandgrowthstrategies.

Stronginterestintechnology,AIanddata-driven solutions.

ExperienceusingCRMsystemsandcustomerreportingtools.

Strong analytical,organisationalandproblem-solving skills.

WillingnesstotravelacrosstheUK.Beneficial Experiencewithintheretailsectororastrongunderstandingofretailenvironments.

Knowledgeofcustomersuccessmethodologiesandbestpractices.

Familiaritywithforecasting,serviceplanningandcommercialaccountreviews.#LI-SB1

Summary

Location:

Sunbury-on-Thames-Surrey-United Kingdom Type:
Full time