Customer Success Manager

Ripponden, Yorkshire
JLA Limited

Our aim is to strengthen the relationship that we have with the customer, whilst ensuring that they continually recognise the benefit of the Total Care proposition. Through a mixture of proactive, reactive and preventative methods, we strive to reduce churn and maximise our revenue potential, in line with the wider business objectives.

When you join the JLA family, you’ll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life’s challenges.We also offer up to 8 counseling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.

You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We’re dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!

Role overview

The Customer Success Manager will have a responsibility to drive Key National customer resigns across both Total Care and Service Contracts. Working alongside the Field BDM and Internal BDE’s. Manage a set of contract termination, and finding solutions to ensure high retention rates.

Key tasks

Termination Caseload Management

• Reactively deal with customer Total Care contract terminations, working closely with SME Field Sales, finding solutions to ensure customers are retained.
• Managing a large workload of termination tasks, in line with the agreed process set by Customer Success.
• Maintaining high standards, attention to detail and consistency across all tasks.
• Ensuring that key stakeholders to the process are held to account; enabling CS to deliver on the desired outcome(s).
• Taking ownership, by acting as the key point of contact in relation to ongoing termination queries.
• Negotiation of contract settlements, dealing with large values comfortably and having difficult conversations with customer to achieve the best possible outcomes for JLA.

Ownership of the Renewal Process

• Ensuring all Field ASM’s are provided with a detailed dossier for Total Care resign to increase the chances of order conversion.
• Identify upsell / cross sell opportunities within assigned accounts and work in collaboration with the sales department on defining strategies to increase customer spend.
• Proactively manage customer problems, identifying issues and implementing resolutions and scoping opportunities.
• Identify competitor presence and impact. Involving the Customer Success Team Leader & Senior Manager to ensure impacts minimalised.
• Ability to find creative solutions to add value to proposition.

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge and Skills (what you know and what you can do)

• You will be highly skilled in communicating with business customers.
• You will be commercially savvy, with the ability to make sound business judgements.
• Ability to work as part of a team
• Understanding of Customer Success processes
• Organisations skills
• Knowledge of all Microsoft office applications
• Knowledge of Pivotal, SMART and IFS.
• Possess a strong understanding of our products, our competition in the industry and positioning
• Strong analytical skills
• Understanding of broader JLA processes.

Experience (what you have done)

• Experience of working in a demanding customer facing role.
• Experience of dealing with customer retention / improve the customer journey.