Dezrez services ltd

Customer Success Manager

23/01/2025
full-time
Apply Now
Deadline date:
£25000 - £27000 / year

Job Description

Job Specification: Customer Success Manager

Company: Dezrez Services Ltd.

Location: Swansea – Hybrid

Reporting to: Head of Operations

Salary: £25,000 to £28,000 depending on experience

About Us: Dezrez Services Ltd. is a leading provider of innovative property software solutions designed to streamline real estate operations. Our mission is to empower estate agents with cutting-edge tools and exceptional support to drive success in the real estate industry.

Role Overview: We are seeking a dedicated and experienced Customer Success Manager (CSM) to join our dynamic team. The CSM will play a pivotal role in ensuring our customers receive the maximum value from our products and services. This role involves onboarding new customers, providing comprehensive training, and managing ongoing relationships to foster customer satisfaction and retention.

Key Responsibilities:

  • Customer Onboarding:
  • Understand and empathise with customers and develop strategies to ensure a seamless move to Dezrez software.
  • Ensure the entire onboarding project runs smoothly by liaising with external and internal stakeholders.
  • Produce accurate and reliable project delivery plans.
  • Manage communication between technical teams and our customers.
  • Communicate with customers effectively throughout their onboarding journey.
  • Establish and pro-actively retain strong customer relationships.
  • Understand our customers’ needs and offer additional products that will enhance their software experience.
  • Ensure our knowledge of procedures, internal systems, products, compliance, legislation and contracts are maintained at a high standard.
  • Training:
  • Conduct training sessions (one-on-one and group) to educate customers on product features and best practices.
  • Develop and maintain training materials, including tutorials, guides, and webinars.
  • Update training content regularly to reflect new features or changes in the product.
  • Account Management:
  • Serve as the main point of contact for assigned accounts, building and maintaining strong relationships.
  • Regularly check in with customers to understand their needs, challenges, and feedback.
  • Proactively address any customer issues or concerns to ensure satisfaction.
  • Collaborate with sales, support, and product development teams to ensure a seamless customer experience.
  • Identify opportunities for upselling or cross-selling additional products or services.
  • Monitor customer usage and engagement to pre-emptively to retain customer business.

Qualifications:

  • Proven experience in customer success, account management, or a related role.
  • Strong understanding of software products, preferably in the real estate or property management industry.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple accounts and projects simultaneously.
  • Proactive problem-solving skills and a customer-centric mindset.
  • Familiarity with CRM software and customer success platforms is a plus.

Benefits:

  • Competitive salary.
  • Comprehensive benefits package including health, dental and vision insurance.
  • Opportunities for professional development and career advancement.
  • A supportive and collaborative work environment.
  • Flexible working arrangements.

Job Type: Full-time

Pay: £25,000.00-£27,000.00 per year

Benefits:

  • Additional leave
  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Health & wellbeing programme
  • Paid volunteer time
  • Private dental insurance
  • Private medical insurance
  • Referral programme
  • Work from home

Schedule:

  • Monday to Friday

Experience:

  • Customer Service: 3 years (preferred)

Work Location: Hybrid remote in Swansea

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Job Description

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.

Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 600 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.
Your future position
You will help customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Everyday is different for a Kplerian CSM!
****We are open to applicants based in Europe.

Your mission is to:

    • To always maintain a meaningful level of engagement with clients and be the key point of contact for inquiries from clients
    • Onboard and coach users to be experts on our terminal, Excel add-in, API and data integration.
    • Help the commercial teams uncover, upsell, cross-sell opportunities based on clients’ needs.
    • Proactively engage and align client’s goals with Kpler’s, by understanding their needs and addressing challenges.
    • Help to continuously improve the Kpler Customer Success process (knowledge base articles, internal tools, support FAQs, etc.)
    • Ensure that appropriate client contacts, documentation, reviews and projects are added to Salesforce and are up-to-date
    • You’ll be in touch with clients every day either by email, phone, video calls and face to face to help them in a myriad of topics (product usage, new features, support, etc) while always taking into account their individual needs.
    • To enable the client to use the solution at its maximum potential, you’ll need to liaise with different teams at Kpler, such as Sales, Product or Engineering.

It will be a match if you are or have:

    • Based in Europe with ability to travel
    • 2+ years customer success management experience preferably in Fintech, Energy, shipping, or working for a data provider
    • Experience working with large portfolios of clients.
    • Outgoing, personable and client-focused, with the ability to build trust with partners.
    • Highly organised , proactive, and able to work independently and collaboratively.
    • Has the ability to articulate technical concepts with both technical and non-technical audiences.
    • Experience with CRM tools like Salesforce.
    • Someone who is empathic, listens and understands the customer’s needs through strong relationship building.
    • Genuinely care about your clients and take ownership of projects.
    • Experience with programming languages is not mandatory to this role however experience working with APIs, Data structures and other technical concepts is greatly advantageous.
We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?

We make things happen
We act decisively and with purpose, going the extra mile.

We build together
We foster relationships and develop creative solutions to address market challenges.

We are here to help
We are accessible and supportive to colleagues and clients with a friendly approach.
Our People Pledge
Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
By applying, I confirm that I have read and accept the Staff Privacy Notice

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27/11/2024
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Deadline date:

Job Description

As a Customer Success Manager (or as we like to call them, a Client Success Partner), you will partner with our clients to achieve their digital training strategy through the 360Learning platform. The relationship you create with your customers will allow you to map your customer’s key business objectives, audit and analyze platform usage to identify opportunities, review benchmarks and best practices, create action plans to capitalize on those opportunities. You will ensure the renewal of contracts by helping our customers achieve their desired outcomes, which in many cases includes coordinating different resources to address customer requirements (technical, educational, etc.). This is a high profile role within our growing company, as you are responsible for the development and goal attainment of our clients!

Within 1 month, you will:

    • Master our product and Convexity corporate culture
    • Familiarize yourself with the processes and tools used by our Customer Success team
    • Participate in your first customer meetings with members of your team

Within 3 months, you will:

    • Take over a portfolio of existing customers
    • Start new projects with new clients
    • Audit and analyze platform usage to identify opportunities
    • Bring L&D industry best practices and customer benchmarks

Within 6 months, you will:

    • Define the Learning & Development roadmap & strategy with your client, and identify new use cases to deploy on the platform
    • Identify and document customer use cases
    • Develop a relationship of trust between the client and 360Learning, in particular by being in contact with key sponsors
    • Work with Key Account Managers to detect new projects to develop the account

Within 12 months, you will:

    • Limit churn by identifying customers at risk and implementing corrective actions
    • Identify and develop advocates
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The Skill Set

    • 5 years of experience in a Customer Success role
    • Previous experience in an HR Tech or Learning Solution SaaS environment
    • Previous experience working in the SaaS industry
    • Knowledge of customer success KPIs
    • Strong interpersonal and communication skills
    • Ability to dig into client needs and pain points
    • Bachelor’s Degree or equivalent
    • Enthusiasm for our working environment explained here: https://bit.ly/Convexity_360L

What We Offer


    • Compensation:       Pay structure includes base salary, variable incentive pay, and company equity

    • Benefits/Perks      : Comprehensive medical, vision, and dental insurance RRSP Matching Generous parental leave Professional development opportunities through our own platform

    • Balance:       We offer unlimited days of annual PTO 5 days for sick leave 10 holidays We are a remote-first organization and promote flexible work hours

    • Diversity, Equity, and Inclusion      : We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact

    • Corporate Social Responsibility      : Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter

    • Culture      : A framework that will help you make an impact – envision our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC ‍

Interview Process


    • Phone Screen       with our Talent Acquisition Manager

    • Discovery Interview       with the Hiring Coach (Director of Customer Success)

    • Team Intro & Case Study       with the Hiring Coach and 2 CS Team Members

    • Culture Interview       with the Chief Customer Officer

    • References & Offer!
      • Get ready using our Knowledge Base: https://bit.ly/42H1ggC
Who We Are
360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.

360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across the US and EMEA.

Learning Includes Everyone.
In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!

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