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Business Management

Customer Relationship Manager Full Time

Summary:

  • This role is perfect for a qualified accountant with a strong technical interest, looking to transition into a rewarding new career.
  • As a Customer Relationship Manager, you’ll play a crucial role in onboarding, training, and supporting clients, ensuring they maximize the value of T-Tech solutions and achieve business goals.
  • Work closely with the consulting team and utilize Practice Gateway.
  • Looking for individuals who are ACA, CIMA, or ACCA qualified with a couple of years in practice, eager to embark on an exciting new career path.

Responsibilities:

Customer Onboarding and Training:

  • Guide new customers through the onboarding process, ensuring a smooth transition to using Practice Gateway.
  • Conduct product training sessions to help customers understand and effectively utilize key features.
  • Develop and maintain comprehensive onboarding materials and resources.

Project Management:

  • Plan, initiate, and manage customer projects, ensuring timely completion within scope and budget.
  • Define project scope and objectives, involving all relevant stakeholders.
  • Develop detailed project plans to monitor and track progress.
  • Coordinate internal resources and third parties/vendors for flawless project execution.
  • Manage changes to project scope, schedule, and costs using appropriate verification techniques.
  • Measure project performance using appropriate tools and techniques, reporting and escalating as needed.
  • Perform risk management to minimize project risks.

Customer Relationship Management:

  • Build and maintain strong customer relationships by understanding their needs and goals.
  • Serve as the main contact point for customers, addressing inquiries, concerns, and feedback promptly.
  • Proactively monitor customer health and engagement, identifying opportunities for improvement.

Product Ownership, Adoption, and Engagement:

  • Drive product adoption and usage by educating customers on the value and benefits of Practice Gateway.
  • Analyze customer usage data to identify patterns, trends, and potential areas for increased engagement.
  • Develop and execute strategies to encourage feature adoption and optimal use of the product.

Customer Support and Advocacy:

  • Collaborate with the support team to resolve customer issues and ensure timely resolution.
  • Act as a customer advocate within the company, providing feedback to product and development teams.
  • Identify and escalate critical issues to ensure swift resolution.

Retention and Growth:

  • Monitor customer satisfaction and proactively address any signs of dissatisfaction or churn risk.
  • Conduct regular check-ins and business reviews with customers.
  • Identify upsell and cross-sell opportunities to drive revenue growth.

Metrics and Reporting:

  • Track and report on key customer success metrics, including customer satisfaction, retention rates, and product usage.
  • Provide regular updates to the leadership team on customer health and success initiatives.

Requirements:

  • Bachelor’s degree in Business, Marketing, Accounting, or a related field.
  • Proven experience in customer success, account management, or a similar role, preferably within SaaS or accountancy.
  • Strong understanding of accounting principles and familiarity with accounting software.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving skills and a proactive approach.
  • Ability to analyze data and translate insights into actionable strategies.
  • Experience with CRM software and customer success tools is a plus.

Benefits:

  • 23 days of leave + birthday off.
  • BUPA Cash Plan.
  • 60% flexible working.
  • Work-from-home allowance.
  • 2 charity days off per year.
  • Professional training and funded courses.
  • 3 social events per year.

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Job Overview