Customer Success Manager (UK Client Services Team) Remote
A great career opportunity with an established e-commerce intelligence business
Competitor Monitor is a UK business intelligence company which helps the world's leading companies stay competitive. Major brands and leading retail chains use our services to manage their pricing, keep their customers loyal and maintain their online reputation. Our small global team monitors millions of data points across the web each day and provides insight to our clients through our intelligent software application and related services.
Due to continued business growth, we are looking to add a further member of staff to our Client Services team. As a Client Success Account Manager, you will work closely with businesses around the world on the insights that our digital platform produces regarding their competitors, brands, and marketplaces.
This is a varied role, so typically each day will be different as you handle accounts from a variety of brands and sectors and communicate with your clients and colleagues. As our global clients' primary day-to-day point of contact with our business, you will care about their needs and be ready and willing to help them. Our clients are typically based in the UK, Europe, and the USA.
Once fully trained and integrated into the team, you will be involved in the following aspects of the business:
Actively building and maintaining great working relationships with each client team using online meetings and by keeping in touch via email.
Consulting with customers and training new users of the system, demonstrating the use of our product and best practices on the use of data and insights.
New customer onboarding activities (please note that selling is not a constituent part of this role).
Managing relationships with customers, focusing on increasing their use of our system, ensuring client retention, keeping them updated at all times, and driving customer satisfaction.
What might a typical day look like once you are trained in our systems?
Holding regular online meetings with clients to discuss their needs and receive ongoing feedback on the service.
Demonstrating the competitor monitor system online via screen sharing to new users or new clients.
Dealing with enquiries from your clients arising from their automated daily reports.
Liaising with the tech support team to resolve any issues raised by clients.
Monitoring incoming support emails from your clients and providing a response which could be in the form of clarifications, data requests, or bespoke reporting requirements.
Troubleshooting and providing regular updates to clients whilst our developer team works to resolve any issues.
Who would be a great fit for this role?
We are looking for someone who will thrive in a friendly yet professional environment. Candidates should be confident, quick to learn, and intelligent enough to think clearly in dynamic situations. You may already be in a similar account management role, be a strong recent graduate, be looking for a new career challenge, or perhaps ready to change sector.
We believe the following personal qualities are essential to this role:
Being outgoing and confidently holding conversations with new people.
Strong spoken English language skills with the ability to explain things clearly.
A good listener, taking notes and writing up summaries of calls / creating actions.
Well organized and able to plan ahead, keeping an up-to-date calendar.
Having a naturally helpful and polite nature, caring for our valued clients once they are onboard.
Being a responsible and reliable individual who follows established processes patiently and accurately.
Taking genuine pride in keeping on top of your workload and helping others when the need arises.
Being comfortable with IT and technology and having an interest in websites and how they work.
What are the required skills and previous experience?
We expect an organized person who is both familiar and comfortable with working online and intuitively adapts to new technology. Previous experience can be very diverse, but we request that all applicants have previous experience in a customer service working environment.
We consider the following skills and attributes as being essential for the role:
Excellent written and verbal communication skills in English.
Confidence in IT, office applications, and web conference platforms.
Comfortable talking to new people or giving a presentation to a small group.
Understanding of the importance of e-commerce and how online business is conducted.
A fast, stable internet connection at home is essential due to the nature of the work.
Readiness to reach out to clients in order to proactively maintain relationships.
Ability to listen and understand, and also explain when you don't.
Able to reliably work 5 days per week for 7.5 hours based around the typical UK working day.
We consider the following skills and attributes as being desirable for the role:
A working knowledge of the technology which underpins e-commerce sites.
A strong interest in IT, technology, and online services.
Direct experience in a similar customer service or account management role.
What are the required education and qualifications for the role?
We are looking for candidates with a robust and purposeful education/training record, however we are not prescriptive and have an open mind ready to listen to candidates who can clearly explain themselves, their skills, and knowledge.
What do we offer?
A friendly and easy to understand induction process for new team members.
A 37.5 hour working week.
A regular work pattern/start and finish which can be negotiated with us at the start of your employment.
A monthly salary of R27,000, paid monthly.
The opportunity to learn new skills and develop greater knowledge about the e-commerce and tech industry in a small and friendly team environment.
Annual leave.
How to apply
If you are interested in the role and becoming part of our team, please send your CV/Resume and a covering letter to us as soon as you can. We're looking for candidates that stand out from the crowd, so here are a few pointers to help you:
Spell out exactly what you can bring to the role.
Let us know what drives you and interests you in terms of your career.
Why do you think Competitor Monitor sounds like it might be a good fit for you?
Tell us anything else about yourself that might make us choose you over someone else.
What motivates you in and out of work?
We are looking forward to hearing from you.
Job Type: Full-time
Pay: R27,000.00 per month
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