Customer Success Manager

Based Duns / Scottish Borders - Hybrid / Possibly Remote for the Right Person

Excellent Base Salary Plus Benefits

Based in Duns (beautiful Scottish Borders), GRW Talent is proud to be retained and partnering with Fleming Homes. For 40 years they've been designing and manufacturing timber frames, while helping self-builders create homes that they are genuinely proud of; working closely with each customer; getting the details right; and building relationships that last long after the frames go up.

The business has recently invested in a new factory, which means more capacity, more ambition, and a genuine opportunity to take what they do into new markets. They are now ready to start working with main contractors, small developers, and architects and need to make the key hire of a Customer Success Manager to help facilitate the growth and develop the leadership team.

Reporting into the Head of Operations, the Customer Success Manager is a new position at the heart of the client experience. You'll be the main point of contact for our clients from the moment their order is confirmed right through to the day their timber frame is delivered - a familiar voice that they trust to keep things moving and answer their questions.

You'll map out each client's critical path, lock in delivery dates, and keep a close eye on everything that needs to happen and everyone who needs to make it happen to hit those critical dates.

Key responsibilities include:

• Coordinating with our estimating, planning and building regulations, construction design, and operations teams to keep every project moving and on schedule.
• Issuing updated quotations to clients, prepared by our estimating team, and making sure clients understand any changes.
• Collecting and managing important documentation from clients, such as CDM information, so nothing holds up a project.
• Overseeing each client's shared project file ensuring it is accurate, up to date, and easy for them to navigate.
• Spotting early where a project risks falling behind schedule and communicating risks internally.
• Escalating issues should they arise internally with a focus on ensuring prompt resolution so that you can keep your clients updated.
• Keeping clients informed, reassured, and confident at every stage of their journey.
• Working closely with internal customers (each internal team) to ensure a smooth handover at each stage of the process.

Experience in timber frame, self-build, house building, or project/customer coordination in a technical environment is helpful, but your attitude and organisational ability matters more than a specific background. We would welcome applications from customer success, customer service, planners and key account managers across engineered products, construction or installation and service backgrounds (energy, utilities, telecoms might work). In all cases, you are able to employ modern methods to ensure best-in-class customer care and project management.

The business has invested massively in new capacity and equipment and is now looking at its people. This role represents a superb opportunity to join a truly driven, hungry and ambitious business looking to expand into new markets and geographies. Your excellent base salary of is supplemented by holidays, pension and company profit share.

We would ideally like this person to go to site as much as possible, so hybrid is preferred but we will consider remote candidates too.