Customer Success Manager

Our purpose is simple: improving lives through work. Here at Reed.co.uk, we do this by connecting people to a world of career opportunities online.

We are the UK’s leading destination for careers, and we match millions of people to new career opportunities every day. We have big plans for the future and are on the lookout for people to join our team

Pay Range

£28,500 - £35,000 per annum, depending on experience

Job Description

Reed.co.uk is looking for an experienced Customer Success Manager to join their Commercial Team in Holborn, London.

Overview

As a Customer Success Manager you will have a key strategic role within reed.co.uk. As a customer focussed individual you are motivated and engaged by providing service excellence to our clients. 

You will be responsible for providing market leading service and will ensure that our clients receive maximum value from their investment. You will enable them to fully leverage their subscriptions and services on an ongoing basis. 

Founded in 1995, Reed.co.uk was the first recruitment website offered by a recruitment agency in the UK. Since then Reed.co.uk has grown to become one of the UK's leading careers marketplaces. Employee-centricity is one of our core values along with delivering excellence and being open, honest & fair to all external and internal stakeholders. Our vision is simple: to connect people to a world of career opportunities online

Key Responsibilities

• Building strong credible relationships with our clients by supporting them to optimise and maximise their return on investment (ROI) from our offering 
• Analysing and monitoring customer data to draw insights and optimisations, communicating those findings to clients and adjusting campaigns for better performance
• Actively organising and managing operational and strategic business reviews with your customers
• Monitoring and measuring customer satisfaction and taking proactive action to remedy any concerns
• Continually improving your knowledge of both reed.co.uk offerings and the customer’s business/industry to ensure that you are delivering the best possible service 
• Proactively seeking opportunities to increase revenue within existing customer accounts
• Liaising with internal teams to ensure client needs are being met; coordinating the service provided by Onboarding, Sales, Marketing, Finance, and Product 

Skills and Experience 

• Capability to communicate brand/products effectively and clearly both internally and to external customers over multiple media
• Ability to digest data and relay it to customers in a manageable, clear and concise way
• Proactive, positive, self-starter and team player with a skill of continually improving processes
• Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function
• Track record of working in a customer-facing environment and developing initiatives to ensure or improve upon a customer’s ROI
• Excellent presentation and meeting facilitation skills 
• Demonstrable success in thinking strategically, while providing consistent and high level customer satisfaction and retention in a fast-paced environment.

Benefits

• Hybrid working (minimum of 3 days per week in the office)
• 25 days annual leave plus bank holidays
• Flexible holiday scheme 
• Paid time off to move home 
• Contributory pension scheme 
• Enhanced family leave benefits
• Insurance benefits including life assurance
• Love Mondays events 
• Discount schemes including gyms and popular retailers 
• Range of wellbeing and mental health support avenues
• Newly refurbished office in a fantastic location, with countless bars, restaurants and theatres right on the doorstep

We’re always on the lookout for people who want to make a difference and are passionate about helping others progress their careers. It's time to Love Mondays!