Customer Success Manager

**Customer Success Manager [UK Client Services Team] Remote**

**A great career opportunity with an established e-commerce intelligence business**

Competitor Monitor is a UK business intelligence company which helps the world’s leading companies stay competitive.

Due to continued business growth we are looking to add a further member of staff to our Client Services team As a “_Client Success_ _Account Manager” _you will work closely with businesses around the world on the insights that our digital platform produces regarding their competitors, brands and marketplaces.
- **So, what will you be doing?**_

This is a varied role, so typically each day will be different as you handle accounts from a variety brands and sectors and communicate with your clients and colleagues. As our global clients primary day to day point of contact with our business you will care about their needs and be ready and willing to help them. Our clients are typically based in the UK, Europe and the USA.

To do this you will find yourself working with both our online competitor monitor software and a host of cloud based data and apps for communication, online meetings and the management of digital projects which fall within your allocated client base.

Once fully trained and integrated into the team you will be involved in the following aspects of the business:

- Consulting with customers and training new users of the system, demonstrating the use of our product and best practices on the use of data and insights.
- New customer onboarding activities (please note that selling is not a constituent part of this role)
- Managing relationships with customers, focusing on increasing their use of our system, ensuring client retention, keeping them updated at all times and driving customer satisfaction.
- **What might a typical day look like once you are trained in our systems?**_
- Holding regular online meetings with clients to discuss their needs and receive ongoing feedback on the service
- Demonstrating the competitor monitor system online via screen sharing to new users or new clients
- Dealing with enquiries from your clients arising from their automated daily reports
- Liaising with the tech support team to resolve any issues raised by clients
- Troubleshooting and providing regular updates to clients whilst our developer team works to resolve any issues.
- **Who would be a great fit for this role?**_

We believe the following _personal qualities_ are **essential** to this role:

- Being outgoing and a confidently holding conversation with new people.
- Have strong spoken English language skills with the ability to explain things clearly
- A good listener, taking notes and writing up summaries of calls / creating actions
- Being well organised and able to plan ahead, keeping an up to date calendar
- Having a naturally helpful and polite nature, caring for our valued clients once they are onboard and helping to shape their experience with our digital services.
- Being a responsible and reliable individual who follows established processes patiently and accurately and can take ownership, even of modest tasks
- Taking a genuine pride in keeping on top of your workload and helping others when the need arises
- Being comfortable with IT and technology and having an interest in websites and how they work
- **What are the required skills and previous experience?**_

We expect an organised person who is both familiar and comfortable with working online and intuitively adapts to new technology. If you are comfortable conducting your day to day tasks using apps such as zoom, google workplace, Microsoft 365/Teams then that’s a great foundation for getting to know how we work collaboratively.

Previous experience can be very diverse, and we will keep an open mind whilst you explain what shared skills, experience and values you can bring with you which you feel will be of benefit to us. We encourage you to expand on this is in your covering letter but do request that all applicants have pervious experience in a customer service working environment.

We consider the following _skills and attributes_ as being **essential** for the role:

- Excellent written and verbal communication skills in English
- To be confident in the day to day use of technology
- To be comfortable talking to new people or giving a presentation to a small group
- To have an understanding of the importance of e-commerce and how online business is conducted
- As this is a fully remote role, so a fast, stable internet connection at home is essential due to the nature of the work.
- A readiness to reach out to clients in order to proactively maintain relationships
- To listen to people and understand, and also explain when you don’t
- You are able to reliably work 5 days per week for 7.5 hours based around the typical UK working day.

We consider the following _skills and attributes_ as being **desirable** for the role
- A working knowledge of the technology which und