Digital Spotlight Logo in White and Yellow

Recognising the very best in automotive video and digital communications, the Digital Spotlight Awards offer the chance to make your video a shining example of going the extra mile.

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Customer Success Manager

  • Location: UK - Field based
  • Closing Date: 31 July 2022

The Role

The role will entail remote virtual working to ensure we are providing the best level of support and services to our existing customers, and maintaining our reputation as the number one supplier of video into the Automotive industry. Passion, proactivity, self motivation and drive is key in the successful applicant, as is a willingness to work together with the wider Client Services Team.

Key Responsibilities:

  • Have full ownership of all account management and retention activities for circa 1k dealership customers that form part of larger Group accounts
  • Make routine outbound calls to our existing customers to ensure they are seeing the value of our product suite
  • Support the Account Director and Manager in your team to ensure a cohesive strategic approach is being disseminated through all of the dealership sites ● Be a product advocate and evangelise about our products with the customers to improve usage and ultimately retention
  • Manage the day to day and operational client partnership/relationship ensuring all deliverables are achieved to time, quality and budget
  • Establish & Develop multi-level contacts and networks within allocated accounts and brands as part of the account review process
  • Implement the agreed business activities for all nominated accounts to drive growth and ensure retention
  • Through a partnership approach identify growth opportunities
  • Work with the business development and on-boarding teams to successfully on-board new client accounts immediately prior to and post contract signing supporting the full transition to Client Services
  • Work closely with the Customer Service Team to ensure clients are receiving a high level of customer satisfaction through first class support at 1st and 2nd line level
  • Ensure all contact activity, business information and details are kept current within Salesforce
  • Own the customers subscriptions to ensure they are configured to achieve the group’s goals and usage is as desired

Knowledge & Skills

  • Full UK driving licence
  • Excellent telephone skills/a confident communicator
  • Previous experience of working in the Automotive industry desirable ● Knowledge and experience of using Salesforce
  • Technical proficiency with Outlook, MS Office, including Word, Excel and PowerPoint
  • Skilled in organising tasks and establishing priorities to meet deadlines ● Strong work ethic, a self-starter with a proactive approach
  • Communication skills: writes clearly and concisely, speaks effectively and listens attentively
  • Interpersonal skills: enthusiastic with a can-do attitude, works well with others, supportive, motivates and cooperates with others
  • Organisational skills: punctual and attentive, high levels of attention to detail.
  • Problem Analysis skills: ability to understand the main problem, identify the potential causes and propose solutions
  • Teamwork skills: ability to participate and contribute to the overall effectiveness of the information systems throughout the organisation

Key Stakeholders:

  • UK Customers
  • Chief Customer Officer
  • Head of Client Services – UK
  • Customer Support (1st Line support)
  • Technical Service (2nd Line support)
  • Account Directors
  • UK Sales Manager
  • Business Development Consultants

To apply, please apply via Linkedin or send your CV to hr@citnow.com