Customer Success Manager - eCom SaaS

Ready to join a trusted Award Winning tech brand?

Small to medium size independent retailers are the lifeblood of the UK economy and we stand right by 2000+ of them, helping them to run their entire business - from merchandising the product, sales, right through to inventory management and inventory control.

For the past 20 years we've been building awesome software that connects all parts of the business - from marketplace, eCommerce and EPOS integrations such as Amazon FBA, eBay, Magento, BigCommerce, EKM, Shopify and many more, to direct integrations with the likes of DPD, Royal Mail Click & Drop and MetaPack.

Whilst we've experienced 200% Customer Business Growth we know the true potential of our market and we'd love to bring you on to the team to support our customers as we grow.

Role Info:

Customer Success Manager
Grantham, Lincolnshire Office Based / Field
£30,000 - £40,000 Plus £5,000 Car Allowance and Bonus
Plus Complete Benefits Package
Hours: 8.30am - 5pm
Full Time - Permanent

Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
Company: Award-Winning ERP SaaS provider powering SME retail

Your Background / Skills: Software Sales, Customer Support, Customer Success, Product Demonstrations / Training, Customer Onboarding.

The forefront of technology in the eCommerce, retail, and logistics sectors.

With over 20 years of experience under our belt, we provide solutions to put businesses in full control of their day-to-day operations. We focus on creating, implementing, and supporting business management solutions for businesses of all sizes.

If you want to accelerate your career to the next level, then this is the place to be. We strive to find the best of the pack when it comes to new staff, because we know that with motivated, self-disciplined people we don't need rules and regulations to enforce behaviour. As a result, our team thrives from a more relaxed working environment. If that sounds good to you, then we'd love to hear from you.

The Opportunity:

We are seeking a proactive and customer oriented SaaS Customer Success Manager to join our team. Overall, this role is dynamic covering lots of different elements in our customer's care as they progress through the sales cycle including training, implementations and sales assistance.

This role will be primary office based to begin with (3-4 days) but as you become more centred in your role, field demand will increase in terms of demos, go-lives, onsite training and onboarding days, and time in office will naturally reduce.

What your day-to-day might look like:

+ Continually enhancing knowledge of our platforms and systems through internal training
+ Supporting the Sales Team as a Product Expert, assisting with demos and discussions with prospects
+ Onboarding new customers, starting with handover from the Sales Team and following the implementation processes, right through to the customer going live with our software
+ Engaging with existing customers to ensure they're maximising the return on their investment in our systems
+ Delivering dynamic and structured training courses to new and existing customers
+ Enhancing training course material, to ensure it is up to date with our software solutions
+ Following and enhancing internal training and implementation processes
+ Liaising with other departments in the business, such as Sales and the Technical Team, to ensure deadlines are met
+ Dealing with customer training questions and bookings
+ Input into ad hoc projects as and when required by internal stakeholders
+ Travelling to customers' sites where necessary, including for on-site training, project meetings, software go-lives, etc

About you:

+ At least 5 years in previous Account Management / Customer Liaison, Training, Onboarding / Implementation or Product Expert roles within software
+ Previous experience / knowledge related to software is essential
+ Experience gained wholly or mostly working in the private sector, specifically B2B
+ Fully proficient using IT in general, particularly in using Microsoft Office and other software packages
+ Excellent communication and organisational skills
+ A passion for success and pride is delivering a high standard of work
+ Creative and self-driven with a strong work ethic
+ A team player with an enthusiastic approach
+ Ability and confidence to deal with all stakeholders in the business, including other team leaders, customers, and senior management
+ Access to a car and UK driving licence

What's on Offer:

+ Competitive salary and salary increases related to our performance management programme
+ Bonus as part of Product Expert element of role (successful new sales into business)
+ Hybrid working as an option
+ Generous holiday allowance, with an option to buy extra additional days
+ Life cover x4 of salary
+ Enhanced employer pension contributions
+ 24/7 GP access and employee wellbeing services
+ Subsidised gym membership
+ Free onsite parking

Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.

Your Experience / Background / Previous Roles May Include:
Software Sales, Software Training, Software Onboarding, Software Implementation, Product Expert (Software), Customer Success, Account Management, Product Demonstrator, Client Liaison.

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.