Team Manager – Customer Success

Posted by reed.co.uk.

Job Title: Team Manager, Customer Success

Reporting to: Head of Customer Success

Location: Covent Garden, London 

Overview

The Customer Success Team Manager will play an integral part of the Customer experience at reed.co.uk. With a primary focus on Customer needs, you will work with your team to ensure you all are working strategically towards optimising overall Customer experience. Proven management and/or supervisory skills would be preferable, as well as the ability to guide others towards providing a world class service.

Key Responsibilities

  • Ensures reed.co.uk’s Customer Success Managers own their relationship with the Customer, ensuring they achieve successful outcomes by utilising the products and services offered by reed.co.uk
  • Guides the team towards achieving the aim of successfully partnering and working closely with reed.co.uk’s Sales teams to manage Customer Success metrics and expectations
  • Takes ultimate responsibility of Customer Success activity and maintenance, understanding that the success of their team relies on quality leadership 
  • Leads from the front as a Team Manager with hands on leadership style
  • Engages with the team on an ongoing basis and ensures support is provided as and when required in order to maintain and encourage reed co.uk's Customer relationship
  • Able to tackle issues including the most challenging, head on
  • Able to have difficult conversations with their direct reports, maintaining an open, honest, fair, polite, professional and consistent approach
  • Coaches the team on an ongoing basis and follows up on any actions and objectives
  • Understands motivators of team and how to get the best out of them - has genuine interest in people
  • Creates a good healthy working environment - ensures people are comfortable asking questions
  • Sets and maintains boundaries on behaviour, conduct, timekeeping etc.
  • Onboard new starters into the team effectively, ensuring a good quality and seamless induction 

 Skills and Experience

  • A proven and demonstrable customer-centric track record 
  • Previous people management experience preferred, with a positive approach to developing new skills in this area 
  • Ability to ‘take the lead’ with their team and will be willing to have challenging and constructive conversations when required
  • Excellent verbal / written communication skills and attention to detail 
  • Excellent organisation and time management skills 
  • Able to communicate persuasively at all levels 
  • Proven ability to work to deadlines

Key Measures and Targets

  • Effective leadership of the Customer Success Team
  • Regular reviews with team members in line with targets and progression plans
  • Ensure an ‘open door policy’ for your direct reports, being approachable and supportive to them
  • Regular coaching with your team to ensure consistency and quality of responses to customers 
  • Support your team to provide all customers with a marketing leading customer experience

Join REED - Our Values, Your Values; Our Future, Your Future

Proud winners of:

  • #1 Recruitment Agency Glassdoor Best Places To Work 2018
  • Glassdoor Top CEOs 2019
  • The JobCrowd Top Companies For Graduates To Work For 2018/19

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All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. REED is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

Reference: 400983

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