Customer Success Manager

Customer Success Manager

We are Citation. We are far from your average service provider as our colleagues bring their great personalities to work, not just their policies! If you don’t know who we are, google us…. We’re one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy customers – Our 5* Trustpilot and Glassdoor reviews speak for themselves!

Citation is one of the UK’s biggest providers of Health & Safety, HR, Employment Law and ISO services to businesses. We are far from your average service provider as our colleagues bring their great personalities to work, not just their policies!

The Role

You will be responsible for meeting with key business executives and stakeholders to develop long-term relationships with your portfolio of assigned clients and to ensure the client retention rate of 92%. You will provide support at the pre-sale stage with larger clients to introduce your role and post-sale you will liaise between clients and crossfunctional internal teams to ensure the timely and successful onboarding and delivery of our solutions according to client needs.

• Operate as the lead point of contact for all matters specific to your clients and deliver an adaptive and proactive customer relationship management approach
• Create a customer success roadmap to coordinate the onboarding process and handover to service colleagues
• Carry out detailed and planned agenda driven account reviews with stakeholders and communicate updates to internal teams
• Build and maintain strong, long-lasting client relationships and maintain a presence throughout the client life cycle
• Maximise the use of your 3 days working from your home office (or our offices) to plan, prepare and actively contact your portfolio of clients
• Optimise your 2 days in the field carrying out agenda driven client meetings
• Forecast and track key account metrics
• Identify and grow opportunities within territory and collaborate with internal teams to ensure growth / retention attainment
• Consistently deliver plus 1% to enhance client experience and subsequent NPS ratings

Key performance indicators (subject to change in line with business needs)

• Financial -Demonstrate an increase in annual contract value/total contract value. -Increase revenue by optimising the guided selling approach to introduce additional products to clients.
• Client retention -Attain your personal portfolio targets to achieve the overall 92% client retention rate. -Increase Net Promoter Scores (NPS) in line with company goals and act upon valuable client insights to improve service delivery and ultimately client retention.
• Process -Produce productivity returns by maintaining key account information and detail of your interactions with your clients using our internal and CRM systems.

The Person The ideal candidate for our role will demonstrate the following skills and attributes:

• Proven field-based account management or other relevant experience in a volume-based SME environment
• Well-presented, confident, articulate, personable and well-motivated
• Demonstrate a resolution-based approach
• Able to demonstrate their proficiency in undertaking video call meetings as well as face-to-face interactions with clients
• Track record of meeting and exceeding targets/KPIs We’re a great bunch of people to work with because we care so much about our colleagues and culture. We’re not interested in hierarchy or politics, just getting things done and enabling people to be their brilliant selves

Here’s a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + Bank: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
• Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
• Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
• Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
• Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
• Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
• Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.

Join us at Citation, where success comes with unbeatable perks and a culture that truly celebrates your achievements!