Customer Success Manager

K3 is a leading global supplier of integrated business systems to retailers, manufacturers and distributors. We have over 25 years’ experience of delivering award winning solutions for more than 3,000 customers across 20 countries. Our success is built upon world class software, tailored by our industry expertise and delivered by our world class service. To learn more about our company, please visit www.k3btg.com.

Job Summary

We are looking for an experienced Customer Success Manager, located in the UK (Ideally in the South) and with a track record of managing local client accounts, developing long term customer relationships with our clients and helping them solve problems and achieve business goals. This is an additional team member within the Customer Success Organisation, and requires the role holder to be self-sufficient, flexible and keen to build their customer base. The role holder will report to the Global Director, Customer Success Management.

Requirements

Key accountabilities

• Serve as the lead point of contact for a number of accounts, for all their customer account management matters.
• To build & implement a sales plan based on retail and/or visitor attraction industry intelligence and knowledge and matching value propositions to the client’s needs, and tailoring solutions.
• To actively develop and maintain strong client relationships and maintain high levels of customer satisfaction. Using an internal network of relationships built by you, customers queries or concerns are dealt with promptly.
• Negotiate contracts and close agreements to maximise profits.
• Develop trusted advisor relationships with clients and internal stakeholders.
• Ensure timely and successful delivery of our solutions in line with client needs and objectives.
• Responsibility for outbound sales prospecting and identifying opportunities.
• To maintain knowledge of, and report internally on, new developments in the marketplace, especially in relation to accounts and prospects.
• Executes plans to meet customer needs and ensures delivery in team targets in both revenue, profit and customer retention.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts).
• Prepare reports on account status.
• Assist with challenging client requests or issue escalations as needed.
• Daily updating of CRM records to ensure activity and opportunities are tracked in real time.                                

Key skills

• Relevant experience in account management sales across a client base (outbound call experience preferable).
• Experience within the Retail and/or Visitor Attraction.
• Experience of updating and maintaining CRM system records as part of the account management process.
• Experience and demonstration of providing innovative solutions to client’s requirements.
• Professional approach to team and client relationships.
• Track record of delivering against sales targets.
• A passion for delivering great service.
• Good sales, interpersonal and analytical skills.
• Emotionally resilient under pressure.
• Good critical thinking and problem-solving ability.
• Good written and oral communication skills.
• Works well to deadlines and under pressure.

Benefits

With colleagues and customers all over the world, we have created a highly dynamic and international work atmosphere. The business that we are in is constantly evolving enabling opportunity to further your professional and personal growth.

As a K3 employee, you can count on:

• An attractive salary and benefits
• A stimulating and collaborative working environment.
• Work Life Balance
• A commitment to support you in your career

At K3, we pride ourselves on offering equal opportunities regardless of race, nationality, cultural background, gender, age, marital status, maternity/pregnancy status, sexual orientation, gender identity, disability, religious or political belief.

We care that our business creates a diverse and inclusive culture where everyone is respected and can be themselves. We create a better and more sustainable business for our employees, our partners, the communities we work in and our customers through building non-discriminatory procedures and practices. At K3, every individual has an equal chance to apply and be selected for posts pre-employment and an equal chance to be trained and promoted while employed with the organisation.