Customer Success Manager
Customer Success Manager
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Job Description
Customer Success Manager
Oxford Office-Based Some Travel Required
Are you passionate about delivering exceptional customer experiences and leading high-performing teams Were looking for a Customer Service Manager to join our Global Services team in Oxford. Reporting to the Associate Director of Customer Success youll play a pivotal role in unifying our customer service sales and success functions to drive operational excellence and enhance customer satisfaction.
What Youll Be Doing:
- Leading a regional Customer Service team to meet customer needs and company objectives.
- Managing day-to-day team operations and ensuring optimal service delivery.
- Maintaining Customer Health Scores and Success Plans for VIP customers.
- Handling escalations and delivering timely effective resolutions.
- Collaborating with Sales Product Finance Logistics and Supply Chain teams to drive service improvements.
- Producing regular performance reports and presenting monthly CS reviews.
- Visiting client sites to strengthen relationships and gather feedback.
- Driving continuous process improvements to enhance efficiency and customer experience.
- Coaching and developing the team to achieve KPIs and high service standards.
What Were Looking For:
- Degree-qualified with at least 5 years of management experience.
- 10 years experience in customer-facing roles.
- Proficiency with Salesforce or similar CRM systems.
- Strong operational excellence and problem-solving skills.
- Confident communicator both face-to-face and in presentations.
- A proactive collaborative team player who meets and exceeds expectations.
Bonus Points If You Have:
- Experience using ERP systems.
- Background in sales or purchasing.
- Skills in report creation data analysis and process review.
Please note that no terminology in this advert is intended to discriminate on the grounds of a persons gender marital status race religion colour age disability or sexual orientation. Every candidate will be assessed only in accordance with their merits qualifications and abilities to perform the duties of the job.
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Required Experience:
Manager
Employment Type
Full-Time
