Customer Success Manager

Job Description

Safehinge Primera is seeking an outstanding leader to manage its Customer Service and Technical Support functions (Customer Care). This role can be based in either Glasgow or Blackpool and there will be some travel involved in this role.

As part of the leadership team, the Customer Success Manager will work closely with the Sales and Operations Directors to deliver best-in-class service according to set goals and strategic business objectives. The Customer Success Manager, will make decisions and take action for the success of Safehinge Primera’s Customer Service and Technical Support, to help provide an exceptional Customer Experience improving efficiency and achieving results. This role is highly rewarding and impactful work, helping support our customers and field team with maintaining life-saving products in the field

The Customer Success Manager will build a scalable structure that inspires team members and develops a clear and efficient way of working in line with our values and culture. They will also own the Customer Success strategy, driving towards excellence and leading the collaborative “team together” culture that exists in Safehinge Primera today.

Skills and experience required:
Experience in setting up and leading a 24/7 global Customer Success / technical support function
Demonstrated experience in effectively managing Service Desk systems, showcasing a comprehensive understanding of customer support operations and the ability to optimise service delivery through efficient system utilisation.
Experience in service design in an ITIL environment - Creating, implementing and managing scalable Customer Support models and processes including SLA and SaaS
Developing and ensuring competency within the team to support all current products as well as future product initiatives. Create an operational drumbeat for the CS team.
Excellent understanding and clear views on best practices in creating outstanding Customer and Partner success in Support functions
Owns customer relationships, including onboarding, Customer account feedback, problem resolution and user experience
Responsible and accountable for measuring, reporting, and analysing overall account health through the use of Dashboards, Ticket Management and Customer feedback to optimise the Customer Experience
Provide direct oversight of all day-to-day activities of the Customer Service and Customer Care Support teams, including case and order management, staff and field support scheduling & development, technical/non-technical guidance, and orchestrating case escalation resolution
The ability to carry out Root Cause Analysis to solve problems and communicate analysis of issues with both external and internal customers to determine, prioritise, and delegate a quick and efficient resolution
Provide guidance and support for Customer case escalations and be the escalation point of contact for Customers, internal stakeholders and Field Support to align resources and ensure solutions continually meet customer needs
Ability to manage Field support workflow in conjunction with our Partners and Customers to ensure effective delivery of SLAs and problem resolution
Leading and/or participate in continuous improvement initiatives designed to improve overall customer satisfaction.
Experience in managing the service of a critical system or product is preferred
There may be the need to be available to meet in various Customer locations (including overseas) on an occasional basis.
Possess essential skills for ITIL Certification, specifically in Service Design and Management, demonstrating a deep understanding of IT service processes and methodologies to enhance the overall efficiency and effectiveness of customer care operations.

As with Most Companies, You Also Need the Following:

Experience with Google platform or Microsoft Excel, PowerPoint, Word and Outlook, and familiarity with ERP/CRM systems

You’ll be speaking with employees and Customers at all levels, so you’ll need excellent communication skills, including fluency in speaking and writing English.

We require the following education and experience for this role:

An undergraduate technical degree; or equivalent combination of education and experience.
A minimum of 3 years experience in a Technical Customer Service or Support role or a combination of both.
As this is a management position, a minimum of 3 years of experience in

supervising/managing

a team is required.
Experience and certifications with systems Support, Connectivity and Remote Diagnostics are preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)