customer success analyst in richmond upon thames

posted
05 September 2018
contact
courtney gresty, randstad business support
job type
permanent
salary
£ 30,000 - £ 35,000 per year, 15% Bonus
apply now

posted
location
richmond upon thames, london
specialism
sales
job type
permanent
working hours
Full-Time
salary
£ 30,000 - £ 35,000 per year, 15% Bonus
experience
Sales Management
reference number
ALS015
contact
courtney gresty, randstad business support
apply now

job description

Are you an ambitious individual working in Account Management or Customer Success? Have you got good experience of working with 'SaaS'? Do you want to work for a market leading organisation who have consistent year on year growth?

If so we have the perfect role for you!

Allocate Software are currently seeking an ambitious and driven individual to work in their Customer Success Team supporting the Operations Manager. The Customer Success Analyst will be assigned a number of customers to build relationships with and help them ensure they are getting the most of the software that Allocate provide them. They will also be expected to build their client base and add new customers whilst carrying out their day to day work.

Context and purpose of role:

The Customer Success Analyst is accountable for developing a positive and productive relationship with the customer as part of the Allocate account team. This role will proactively support, guide, facilitate and enable the customer to realise benefits from the implementation of Allocate products into their organisation.

The aims of this role within the Customer Success team are to:

* Assist the customer with the adoption of Allocate products in a way that helps the customer on their journey to achieve their desired business outcomes.
* Deliver the highest levels of customer satisfaction with both the Allocate products and the brand, whereby the customer will potentially be a reference site for Allocate.
* Ensure the retention of each customer, enabling customers to realise the intended value from their investment in Allocate solutions.
* Identify opportunities and new customer needs that will lead to new business.

Each Customer Success Analyst is assigned a number of customers, sometimes at the point of sale, and will provide frequent valuable touchpoints throughout the customer journey.

Principal Job Elements & Responsibilities:


The Customer Success Analyst will:


* Build and maintain strong customer relationships.
* Own any business impacting support/product issues through to resolution, be the voice of the customer.
* Identify and understand customer outcomes required for both current and future needs.
* Proactively monitor the adoption of Allocate solutions within the customer organisation to ensure that they are utilising Allocate products to their full potential and identify areas for improved utilisation and effectiveness.
* Provide a level of coaching, advice or process feedback to the customer to establish more efficient practices.
* Complete regular 'case reviews' and ensure the Customer receives a high level of support
* Define account plans for growth and retention and establish a communication plan with the customer
* Organising and facilitating customer focus groups as required.
* Continually maintain an understanding of Allocate Software's position in the marketplace, including a full understanding of competitive products.
* Work with customers within the restricted release process, providing a consistent point of contact
* Ensure all accounts are being managed within agreed parameters
* Assist Account Managers and Sales team in the generation and where necessary closure of software and services sales.
* Liaising with the product team regarding product features and changes, helping to keep the company's products at the forefront of the industry.
* Assist with the cross training of team members as required.
* Occasional attendance at exhibitions to promote the company's products.
* Undertaking internal training to ensure the cross pollination of skills across departments.
* Assist Marketing to develop case studies, write articles and generate thought leadership to support software and consultancy sales.

Core Competencies:

* Problem Solving and Decision Making - Gathers, verifies and assesses all appropriate and available information to gain an accurate understanding of situations and provide recommendations for action.
* Communication -Demonstrate effective communication, both orally and in writing, with colleagues and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.
* Building Relationships - Able to develop effective relationships with Allocate colleagues and customers. Able to respond appropriately to feedback.
* Influencing skills - Ability to influence both within the customer success team and the wider Allocate team.
* Understanding Allocate - Aware of Allocate strategies, policies and procedures. Aware of how the organisation operates.
* Innovation, Flexibility and Adaptability - Undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.

Skills, Knowledge & Qualifications:

Experience:



* Experience in customer success, client service or account management
* Experience of healthcare workforce management in an appropriate role with associated professional development and/or accreditation.

Randstad Business Support is acting as an Employment Agency in relation to this vacancy.

skills

customer satisfaction