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United Kingdom
Phone no: 0844 824 3686

Head Office:
31 Chertsey Street,
Guildford,
Surrey, GU1 4HD

Manchester:
Digital World Centre,
1 Lowry Plaza, The Quays,
Manchester M50 3UB

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Customer Success Manager

main purpose of the job

Reporting to the Head of Account Management and working closely with the Account Directors/Senior Account Managers, the Customer Success Manager (CSM) will support the post-sales customer lifecycle as it relates to customer adoption, on-going support, and expansion.

CSMs are the main interface for all programme-related inquiries and build relationships with all relevant stakeholders as trusted advisor. The CSM is responsible for customer retention and the prevention of churn across our Customer base. The CSM must have a strong understanding of our Customers’ business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals. The CSM is responsible for understanding the ‘health’ of our customers, ensuring they grow into Eagle Eye advocates.  This is achieved by being based on our client sites and working in partnership.  This is a field-based role with presence in the office on a Monday.

key accountabilities

• Ownership of Eagle Eye’s NPS score from bi-annual NPS surveys
• Drive adoption of the AIR platform within assigned accounts through continuous increase in value leading to renewal and potential for new business.
• Work with the Pre-sales, Projects and Sales Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth ‘go live’ and introduction for the Customer from the outset.
• Support Account Managers with customer renewals, proactively identifying and prioritising resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.
• Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed this back to the Sales and Marketing Teams.
• Work collaboratively with the Marketing team to build Customer testimonials and referrals.
• Anticipate Customers’ requirements and possible challenges - make our customers successful!
• Co-ordinate the client Service Reviews and ensure actions are completed within agreed timescales
• Work with both the customer and Account Managers/Directors to set innovation agenda with customer
• Review and understand transactional reporting on customer
• Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them.
• Act as a “situation manager” in the event of urgent operational issues, or where the customer has escalated, until resolution
• Provide product training for customers where required
• Monitor customer logins of platform and implement corrective plans if usage is declining
• Promote the Eagle Eye’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within the Accounts.
• Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them.
• Contribute to the development of company goals, growth and profitability targets by being an active member of the Eagle Eye team and culture.

read the full job description