Buyer Success Manager
Buyer Success Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Once For All is a highgrowth cloudbased SaaS subscription business. Our technology helps our customers to manage their supply chain governance risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction transport retail hospitality education facility and property management manufacturing local and central government.
Role Summary:
The role is responsible for building and maintaining strong relationships with our buyer community growing strategic lasting and successful partnerships with a particular focus on the adoption of the Tender Managementproduct set.
In this role you will drive and support platform adoption to increase usage in the UK and ensuring we achieve our goal of adding value to our network of over 60000 UK Suppliers both from within the existing customer base and supporting new business acquisition.
Job Responsibilities:
Customer onboarding
- Develop a comprehensive understanding of the customer needs and business objectives building a personalised adoption plan that supports their business and increases customer advocacy.
- Complete the initial set up of the platform to meet the customer requirements configuring users segments and supply chains.
- Provide comprehensive training and onboarding to support the customer.
Reporting & Analysis
- Rigorously monitor and adhere to key performance indicators (KPIs) analyse results and adjust strategies accordingly.
Presales support
- Provide support to the Customer Account Managers during presales engagements sharing your product and subject matter expertise.
Driving Adoption
- Serve as a subject matter expert for platform use and support demonstrating and educating on platform functionality to ensure they are getting maximum value from their membership.
- Champion and demonstrate new product features both internally and externally communicating and demonstrating them to release additional value for the customer and equipping commercial teams with the knowledge to succeed.
- Help our customers in using our technology over the phone online over email and in person (where required).
- Respond efficiently to customer feedback support requests and queries in line with defined SLAs providing customers with advice training or solutions. Act as the voice of the customer and provide feedback to the Senior Management and to the Product teams.
- Liaise closely with development teams to ensure customer issues are reported and dealt with in a timely manner.
- Proactively monitor customers adoption and activity applying a mindset of continual improvement.
- Work collaboratively within the Buyer Success and Commercial Team contributing ideas and strategies to raise the profile of Once For All and onboard new customers.
- Work collaboratively with the Customer Account Managers Marketing Sales Operations and Inside Sales teams to maximise all adoption / customer advocacy opportunities.
- Support the customer through organisational change management equipping teams with the skills and knowledge necessary for successful change adoption.
Knowledge Skills Experience and Qualifications:
Someone with:
- A minimum of 1 year customer facing experience in a SaaS based environment.
- Proven experience working in Customer Success Presales Customer Experience Support or other customer facing roles.
- Exceptional communication skills and the ability to clearly explain complex processes to customers in a straightforward way.
- Strong problemsolving and diagnostic skills with an analytical approach when working with data.
- Strong commitment to accuracy and a high level of attention to detail.
- A passion for working with customers in a commercial environment.
- A naturally inquisitive mind to understand why things work the way they work and what drives excellent customer outcomes.
- The ability to find solutions to customer issues and complaints.
- The ability to learn quickly prioritise and perform effectively under pressure.
- Proven track record of being dependable organised and following through on commitments made to internal and external stakeholders.
- A love of technology computer literacy and a good knowledge of relevant software (e.g. CRM software) and telephone systems.
- The ability to enjoy working in a growing changing fast paced environment.
- A desire to achieve continuous professional improvement.
- Natural team player abilities who is also able to work individually.
What we offer:
As well as a career in a fast paced environment within a expanding business we also offer the below benefits as standard:
- Wellness fund or *Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 25 days holiday plus 8 Bank Holidays
- Ongoing continual professional development (CPD)
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea Coffee and fruit every week Basingstoke office
Employment Type
Full Time
