Customer Success Manager

A-SAFE

A-SAFE is a rapidly growing and dynamic environment where open mindedness, curiosity and drive are important. As market leader, A-SAFE is determined to hold its position and create many opportunities for continued growth and development. We have a true global presence including USA, Japan, Australia, Europe and UAE.

We are known for our innovation and ‘can-do’ attitude. A place where talent can thrive and develop as we grow. We invented the first industrial strength polymer safety barrier, revolutionising workplace safety. We’ve been improving world standards ever since, introducing further advanced safety solutions, including next generation IOT safety devices like RackEye.

Global blue-chip companies use our products. Coca-Cola, BMW, Jaguar Land Rover, Amazon, Heathrow airport to name but a few.

At A-SAFE we put our values at the heart of the business.

The CSM role is responsible for assisting the Regional Account Managers (RAM) and other internal stakeholders in growing revenues in our existing customer base. The role is commercial office and desk based.

Customer Support & Account Management

• Retain and nurture existing customer relationships by providing world-class support throughout the entire sales process.
• Research new key contacts, take inbound calls and make outbound phone calls to existing customers to set up appointments for the RAMs.
• Identify, follow up, and prioritise opportunities for upselling and cross-selling and make outbound phone calls to existing customers to set up appointments for the RAMs.
• Pre-qualify requirements and set expectations with customers for the RAMs visit.
• Send quotes and drawings to customers and proactively follow up in a timely manner.
• Handle and respond to emails
• Work closely with customers to ensure all project details are complete and accurate before handover for processing, ensuring the customers’ ordering experience is efficient and we are easy to do business with.
• Post-installation follow-up: Carry out customer Net Promoter Score (NPS) surveys and act on feedback accordingly and organise post-installation follow-up meetings for the RAM.
• Ensure efficient and timely receipt of new customers from the New Business Development function.
• Occasionally attend exhibitions to maintain relationships with customers and develop new opportunities.

Essential:

·      A proven track record of experience in a customer success role and internally based account management.

·      A confident and professional telephone manner with proven experience of building strong customer and business relationships and improving customer satisfaction

·      A self-starter with strong time management and organisational skills

·      A natural problem solver who is process orientated and disciplined

·      Strong prioritisation and time management skills

·      Working knowledge of CRM systems and KPI reporting

·      IT literate

·      Good commercial awareness

·      Excellent verbal and written communication skills

·      Strong collaboration skills and working effectively in team environments

Desirable:

·      Previous experience in or knowledge of the industry

Qualifications:

Suitable experience in a Customer Success role