Customer Success Manager

This role is perfect for an experienced Customer Success Manager who is looking for their next challenge in a part-time capacity. As a Customer Success Manager, you'll play a crucial role in onboarding, training, and supporting our clients, ensuring they maximize the value of our solutions and achieve their business goals. You will work closely with our consulting team and utilize Practice Gateway ([https://www.practicegateway.com/>). We are seeking individuals with experience working closely with end-user software and a couple of years in practice, eager to embark on an exciting new career path.

Key Responsibilities:

Customer Onboarding and Training:

• Guide new customers through the onboarding process, ensuring a smooth transition to using our accounting software - Practice Gateway
• Conduct product training sessions to help customers understand and effectively utilize key features.
• Develop and maintain comprehensive onboarding materials and resources.

Project Management:

• Plan, initiate, and manage customer projects, ensuring they are completed on time, within scope, and within budget.
• Define project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Develop detailed project plans to monitor and track progress.
• Coordinate internal resources and third parties/vendors for flawless project execution.
• Manage changes to project scope, schedule, and costs using appropriate verification techniques.
• Measure project performance using appropriate tools and techniques, and report and escalate to management as needed.
• Perform risk management to minimize project risks.

Customer Relationship Management:

• Build and maintain strong, long-lasting customer relationships by understanding their needs and goals.
• Serve as the main contact point for customers, addressing inquiries, concerns, and feedback promptly and professionally.
• Proactively monitor customer health and engagement, identifying opportunities for improvement.

Product Ownership, Adoption, and Engagement:

• Drive product adoption and usage by educating customers on the value and benefits of our accounting software.
• Analyze customer usage data to identify patterns, trends, and potential areas for increased engagement.
• Develop and execute strategies to encourage feature adoption and optimal use of the product.

Customer Support and Advocacy:

• Collaborate with the support team to resolve customer issues and ensure timely resolution.
• Act as a customer advocate within the company, providing feedback to product and development teams to enhance the user experience.
• Identify and escalate critical issues to ensure swift and effective resolution.

Retention and Growth:

• Monitor customer satisfaction and proactively address any signs of dissatisfaction or risk of churn.
• Conduct regular check-ins and business reviews with customers to assess their satisfaction and success.
• Identify upsell and cross-sell opportunities to drive revenue growth.

Metrics and Reporting:

• Track and report on key customer success metrics (KPIs), including customer satisfaction, retention rates, and product usage.
• Provide regular updates to the leadership team on customer health and success initiatives.

Requirements

Qualifications:

• Bachelor’s degree in business, Marketing, Accounting, or a related field
• Proven experience in customer success, account management, or a similar role, preferably within SaaS or accountancy
• Strong understanding of accounting principles and familiarity with accounting software
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers
• Strong problem-solving skills and a proactive approach to addressing customer needs
• Ability to analyze data and translate insights into actionable strategies
• Experience with CRM software and customer success tools is a plus

Interview Process:

1. Telephone interview with the recruitment manager
2. Microsoft Teams interview to assess your skills
3. Complete online assessment
4. Face-to-face final stage interview, introducing you to the team

Benefits

What we offer

23 Days + birthday off

BUPA Cash Plan

60% Flexible working

Work from Home Allowance

Charity days off (2 days a year)

Training by professional and courses funded.

3 Social events a year

About Us

T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.

Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.

At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech:

Service Centric- We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.

United- We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging, and supporting.

High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.

We are Agile…in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.