Client Success Manager

We have a fantastic opportunity for an experienced Client Success Manager to join a fast-growing Northampton eCommerce business. The company is uniquely positioned to enhance customer experience by improved order fulfilment and inventory management, via an award-winning software solution.

The Client Success Manager is a key role within the business where you will be responsible for acting as the voice of the client, and for providing high quality support. You will be commercially astute, working in partnership with your clients to develop their brands and grow their business.

You’ll need to have previous experience in Client Success or Key Account Management, along with a positive can-do attitude, taking a solutions focused and proactive approach, and be passionate about delivering exceptional service.

Duties and responsibilities:

• Responsible for managing and develop relationships with 10 of the top 50 existing high-profile client accounts
• Managing key accounts and building strong relationships to drive client growth and success
• Working strategically with key clients to provide solutions for future success, evaluating performance and recommending improvements
• Recognising new ways to grow business with key clients, working with them to grow their brand awareness and increase revenues
• Identifying and resolving any issues on behalf of key clients
• Working closely with the operations team to plan for future client campaigns and new product launches
• Conducting client satisfaction surveys and contract reviews
• Negotiating contracts and managing contract renewals
• Analysing data for forecasting – analysing trends, identifying cost savings and efficiencies

Skills and experience required:

• Minimum of 3 years’ experience in senior client management/customer success roles
• Previous experience in eCommerce, fulfilment or SaaS industries
• Experience working closely with clients to grow their brands
• Knowledge and experience of handling high level contract negotiations and contract management
• Ability to analyse data to gain valuable insights for making future recommendations and improvements
• Bags of positivity energy and a tireless drive for results every day
• Self-motivated and naturally enthusiastic with strong relationship building skills
• Resilient and willing to challenge and push boundaries
• Great written and verbal communication skills, communicates well with internal stakeholders
• Highly professional and a self-starter, who can work to and achieve targets in a fast paced and ever-changing environment

Hours of work:

• Monday to Friday 9.00am – 5.00pm

Salary and benefits:

• Up to £45,000