Customer Success Manager

Role overview

The CSM role is responsible for retaining and growing existing customer relationships within R, but mainly M and K customer base, onboarding and supporting new customers ensuring their success with products and services. The role is desk based.

How you can help us in this role:

· Retain and nurture Regional, Major and Key customer relationships providing post-sale support ensuring success with products and services.

· Ensure customers’ onboarding experience is efficient and gather all information on projects before hand over to the Sales Operational department.

· Gather product feedback and hear the Voice of the Customer.

· Identify customer opportunities for upselling and cross-selling

· Prioritise opportunities

· Send quotes to customers, and proactively following up in a timely manner

· Organise follow-up commercial meetings as required coordinating diaries accordingly

· Work collaboratively with RAMs, KAMs, SAMs, TSTs and the Sales operational (order admin and installation) to ensure seamless customer experience

· Establish and maintain the correct level of engagement at all times

· Ensure all internal systems (CRM & ERP) and databases are updated timely and accurately

· Actively participate in internal and external meetings where attendance is required.

· Conduct customer NPS surveys

What we would like you to bring to our team:

Essential:

• A proven track record of experience in account management, and customer success
• A self-starter with strong time management and organisational skills
• A natural problem solver who is process orientated and disciplined
• Strong prioritisation skills
• Working knowledge of CRM systems
• IT literate
• A confident and professional telephone manner with proven experience of building strong customer and business relationships and improving customer satisfaction
• Good commercial awareness
• Excellent verbal and written communication skills
• Strong collaboration skills and working effectively in team environments

Desirable:

• Experience of working as part of sales team
• Previous experience in or knowledge of the industry

About A-SAFE

A-SAFE is a leading global manufacturer of safety barriers and industrial protection products. With innovative solutions and cutting-edge technology, we help businesses enhance safety, efficiency, and operational performance across a wide range of industries.

What we offer

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package, including health insurance and retirement plans.
• Opportunities for professional growth and career advancement.
• Supportive and collaborative work environment.