Job description
Customer Success Manager – SaaS (Automotive Sector)
Location: Hybrid in Wellingborough (once or twice a week on-site)
Salary: Up to £50,000
Reports To: Managing Director (MD)
Role Overview:
As a Customer Success Manager, you will play a crucial role in ensuring customers successfully onboard and utilise our clients software solutions. You will guide new customers through the onboarding process, provide training on software features, and oversee the operational delivery of their solutions. Additionally, you will be responsible for creating and maintaining technical documentation, as well as identifying and implementing process improvements to enhance their operational workflows.
Key Responsibilities:
Onboarding & Training:
Facilitate a smooth onboarding process for new clients, ensuring they are familiar with their software features and capabilities.
Conduct training sessions and create customized training materials to help clients maximize the value of their platform.
Serve as the primary point of contact for client queries and provide ongoing support during the initial implementation phase. Operational Delivery:
Oversee the effective implementation and utilisation of their software
Monitor client usage and performance metrics to ensure alignment with their business objectives.
Address and resolve any operational issues that arise, coordinating with internal teams as needed. Technical Documentation:
Develop, maintain, and update comprehensive technical guides, user manuals, and other documentation to support client needs.
Ensure documentation is clear, accurate, and accessible, providing valuable resources for clients and internal teams. Process Improvement:
Analyse current operational workflows and identify areas for improvement.
Collaborate with internal stakeholders to enhance processes and implement best practices.
Continuously seek opportunities to optimise client onboarding and support processes to drive greater efficiency. Qualifications:
Experience: Proven experience in a customer success, client management, or support role, preferably within the SaaS or automotive sector.
Technical Skills: Strong understanding of SaaS platforms and software implementation. Experience with technical documentation is highly desirable.
Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
Problem-Solving: Demonstrated ability to troubleshoot and resolve technical and operational issues in a timely manner.
Organizational Skills: Strong organizational and project management skills, with the ability to manage multiple priorities and meet deadlines.
Analytical Skills: Ability to analyse data and workflows to identify areas for improvement and implement effective solutions