Establish Customer Support Practices
A Customer Success Manager is responsible for creating policies and procedures that optimise the customer onboarding experience.
Gathering feedback from their customers (consumers and brokers).
Study other customer success programs and analyse customer data to identify the best practices.
Analysing customer data to identify the best practices.
Establish policies the entire staff can adhere to, so all customers receive the same quality of service.
Provide Technical and Product Support
To know the company and product comprehensively.
Provide broker onboarding services which include:- pre-onboarding checks, setting up of brokerage and brokers alongside demo of the platforms and training.
Provide technical support to customers (consumers and broker alike) and provide training or refresher sessions where required.
Assist customers by planning and understanding the best ways to utilise the platforms based on each customer’s journey needs.
Focus on educating the customers on the capabilities of the platform so they are encouraged to continue using all aspects of the platform and benefit from the end result.
Act as a conduit and inform the product and technical teams through the collection of customer feedback through surveys, comments, and conversations.
As a customer success manager you will supervise staff and perform basic HR tasks such as hiring and training staff. This may include reviewing applications, conducting interviews, and providing on the job training or mentoring to new employees as well as monitoring and managing holiday booking. Along with conducting setting KPI’s and performance evaluations, handle disciplinary actions and process any payroll requirements for the team i.e. commission or bonus pay.
Purpose & scope of the role
Never maintain the status quo, disrupt and innovate.
As a pivotal member of the wider team, through strong and decisive leadership make an outstanding contribution to the business objectives and customer experience.
Regular and articulate reporting to relevant stakeholders.
As the business grows and develops, recruit, train and develop a high performing team.
Ensure that all activities and processes within the sign-up journey are compliant with FCA (including TCF), DMD, CCA, GDPR and all other relevant legislative regulations.