We are looking for a motivated individual with extensive knowledge HGV logisitcs, data and planning.Reporting to the Senior Key Account Manager, the Customer Success Managers primary role is to manage the delivery of world-class service by developing a team of a high-performing Customer Success Executives. The Customer Success Teams aim is to achieve maximum fulfilment and cost reduction for their customers, whilst maximising revenue for Matrix by achieving key Measures of Success.The role will be shared between Milton Keynes and Lutterworth On Site and will be a visible customer advocate, demonstrating a can-do attitude and continuously raising the bar to achieve all performance based targets.In this role you must be able to:Work closely with the Senior Key Account Manager to nurture and create a high-performing, engaged team of customer success professionals, who go over and above to achieve customer and corporate successManage a team to include: performance management, sickness absence management, regular one to one meetings, appraisals and all other people management aspectsAct as a point of escalation for both internal and external stakeholders, taking ownership of issues to ensure a swift response is providedSupport the smooth on-boarding of new customer accounts, working as a key project member for each implementation and key point of contact for the new customerBe committed to achieving the right outcomes for our customers ensuring all key performance targets are met, highlighting challenging areas and working with the Customer Success Executives to ensure consistent levels of service are providedAttend weekly and monthly customer meetings, both pre and post- go live, including Quarterly Business Reviews providing in-depth operational overviews of financial and service delivery performanceBe responsible for the administration and delivery of action plans to improve customer satisfaction through effective service deliveryAnalyse weekly and monthly dashboards, identifying trends and conducting root cause analysis to promote a culture of continuous improvementBe responsible for making changes to rates when required, working closely with the Business Management Team to ensure all commercials are correct at all timesEnsure that weekly audits and quality monitoring take place to ensure consistent high standards of service are deliveredDrive the adoption of best practice processes with the review of current ways of working and integration of new working practicesConduct weekly one-to-ones with direct reports, providing coaching, mentoring and driving team performance to support the professionalisation of the teamWhere necessary, attend the customers offices or working locationsOther tasks as requiredTo be successful in this role you will need to:Have extensive experience with data, planning and logisticsHave proven experience of motivating team members and creating high-performing teamsBe highly personable with excellent communication skillsHave excellent time management and organisational skillsBe tenacious and resilient in the face of challengesHave worked within an IT/service delivery setting or as an Account Manager previouslyHave a head for numbers and commercial acumen (essential)Be comfortable using MS OfficeYou must be able to commit to working at Milton Keynes and Lutterworth on site (split days)Driving License essentialJob Types: Full-time, PermanentPay: 32,000.00-36,000.00 per yearBenefits:Additional leaveCompany eventsCompany pensionCycle to work schemeFree parkingGym membershipHealth & wellbeing programmeLife insurancePaid volunteer timePrivate dental insurancePrivate medical insuranceReferral programmeSick payWork from homeSchedule:Monday to FridayWork Location: Hybrid remote in Lutterworth
Job Title
Customer Success Manager