Customer Success Manager

at  Benefex

WHO ARE BENEFEX?

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. We believe no one comes to work to do a bad job or be actively disengaged, and that technology is instrumental in providing an exceptional employee experience. We are striving to create seamless but tangible interactions between employers and employees, making work a rewarding place for every single one of us. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in.

WHAT ARE WE LOOKING FOR?

• Proven track record in customer success, ideally with previous experience in customer success role or similar capacity (account management).
• Experience working in SaaS, ideally B2B SaaS.
• A commercial mindset, spotting opportunities for upsell/cross-sell/lead generation.
• Excellent people skills.
• Confident managing multiple stakeholders and requests from senior leadership.
• Experience handling challenging customer situations and like to go above and beyond to ensure customer satisfaction.
• Reliable and competent with a strong sense of ownership.
• Proven problem-solving skills and ability to think on your feet.
• Strong attention to detail.
• Previous experience with employee benefits is helpful, but not essential.
  Even if you don’t meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.

ROLE OVERVIEW

We are looking for a Customer Success Manager to act as a dedicated day-to-day contact for a portfolio of customers within our Key UK accounts team. You will work closely with a Customer Success Director on each account, the CSD will own the commercial and strategic elements of the account. You play a critical role in ensuring the customer gets the most value out of our products and services, has an exceptional experience with Benefex and picking up any day-to-day customer needs. This is a great opportunity to further your career in Customer Success.

RESPONSIBILITIES

• You will be responsible managing the day-to-day service relationship for the customer HR function and payroll teams.
• You will be the dedicated contact for all customer representatives within a portfolio of customers.
• Scheduling and conducting monthly SLA customer reviews.
• Hold regular calls with customers to discuss service needs.
• Be knowledgeable on the scheme designs for your portfolio and provide advice to the Employee Support Centre and Data Services team when needed.
• Manage all ‘in-life’ escalations from customers.
• Support with scheme training prior to enrolment periods.
• Be involved in the handover of customer designs from Customer Success internal delivery and technical teams.
• You will own service relating to your customers, including helpdesk support and data.
• Help manage defect requests.
• Be confident and able to feedback all metrics, concerns, findings, and issues to Customer Success Team Leader and Customer Success Director.