Customer Success Manager

Customer Success Manager

About the business:

Brightmine has been providing HR solutions since 2002 empowering organizations to build successful workforces and create a purposeful workplace for all. We provide expert insight and practical tools to help organizations achieve greater efficiency reduce risk and increase employee engagement. Today we are delivering smarter data analysis tools and cutting-edge technology to support future demands on HR in an increasingly digital world. You can learn more about the Brightmine product portfolio here: the role:

Reporting into the Customer Success & Delivery leadership team the Customer Success Manager will be responsible for supporting our US accounts across the Brightmine product portfolio. This will include ensuring that our users are successful with their aims and objectives by utilising the Brightmine products. This will be achieved through our training and engagement programme. The Customer Success & Delivery team is at the heart of the Brightmine business and plays a pivotal role in proactively ensuring the success of the Brightmine UK and US userbase.Brightmines vision is about creating an inclusive people-focused environment. A culture where individuals with ambition curiosity and ideas can make an impact. Where you can think big aim high and explore more.

Key responsibilities:

• To successfully support our accounts and end users to achieve success from using the Brightmine products.

• To upskill end users via our engagement programme ensuing an understanding on how our products work and how our users can achieve business success using the product. This will be achieved via: Online training delivery 121 and group sessions with a specific focus on maintenance and retention our data driven outreach programme to drive higher product engagement making the right touch point at the right support with escalated helpdesk the account is set up for success that the right users are on the subscription and these users can access our upsell and cross-sell opportunities where appropriate.

• Provides excellent customer service and ensures all clients queries are dealt within the required SLA.

• To ensure an accurate record of all customer engagement is logged in accordance with the Customer Success & Delivery.

• Reports to the Customer Success & Delivery leadership team on activity delivered.

• Provides key insights back to the business on trends seen in the enquiries received to support future process and product development.

Knowledge/Skills:

• World class customer service skills

• Relationship builder

• Training delivery

• People orientated excellent listening and communication skills

• Commercial acumen

• Excellent time management

• PC literate

• Highly motivated

• Able to acquire an effective working knowledge of the Brightmine product portfolio

• Able to build and maintain relationships with external and internal stakeholders

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race color creed religion sex national origin citizenship status disability status protected veteran status age marital status sexual orientation gender identity genetic information or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system that individual should please contact 1.877.734.1938 or

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Please read our Candidate Privacy Policy.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race color creed religion sex national origin citizenship status disability status protected veteran status age marital status sexual orientation gender identity genetic information or any other characteristic protected by law.

USA Job Seekers:

EEO Know Your Rights.