|IT Customer Success Manager Leicester Permanent £(phone number removed) (Neg) + Benefits
IT Customer Success Manager needed for a permanent career opportunity based in Leicester. A chance to join a software business providing Cloud Software solutions into the Education sector.
Start ideally in July/August 2010. Key experience + responsibilities will include:
Leading customer-facing software support teams + engaging closely with Team Leaders. Driving Customer Satisfaction + service excellence including: customer on-boarding, maximising customer retention, subscription renewals, references + up-selling. Supporting customers through IT systems + technology (-ie- support systems, marketing software, CRM platforms etc). Maximising customer renewal rates, minimising attrition + maximising opportunities for up-selling / cross-selling. Mapping customer journeys, measuring customer satisfaction, tracking metrics + forecasting. Defining the 'ideal customer' benchmark + identifying potential for continuous improvement. Proven background in software post-sales + IT customer service delivery. Education / Schools sector background is strongly preferred. Strong soft skills: empathy, influencing, negotiation, persuasion + consensus building