Overview
CSL-Connect are looking for a confident, organised and customer-focused Customer Success Manager to join our growing team based in Retford, Nottinghamshire.
The CSL-Connect ERP and mobile app platform is a fast growing, field management software system used by an array of customers across the UK and Ireland. Within this role, the successful candidate will be responsible for supporting customers from their first system demonstration and onboarding through to ongoing training, support and account management.
You will work closely with both new and existing customers to understand how their businesses operate, identify problems or inefficiencies, and help them to get the best possible use from CSL-Connect.
This is a proactive role. The candidate will be required to build strong relationships with customers, maintain regular contact, identify issues early and work closely with our development and management teams to improve both the system and the overall customer experience.
Duties
- Deliver system demonstrations to prospective, new and existing customers.
- Manage onboarding and implementation of new CSL-Connect customers.
- Understand customer business processes, existing systems and operational requirements.
- Support customers moving from existing systems and processes.
- Deliver structured system training and, where required, training at customer premises.
- Carry out regular customer check-ins and account reviews.
- Identify where customers could make better use of the system functionality.
- Understand customer problems and determine whether they relate to training, process, support or system development.
- identify genuine gaps in functionality and communicate requirements clearly to our development and SLT team.
- Distinguish between individual customer requests and improvements that would benefit the wider customer base.
- Monitor customer satisfaction and system adoption.
- Identify customers who may need additional support or engagement.
- Keep customers updated on new functionality and system improvements.
- Act as an escalation point for customer queries and issues.
- Coordinate with internal teams to ensure customer issues are progressed and resolved.
- Follow up with customers to ensure issues have been successfully resolved.
- Gather structured customer feedback and identify recurring requests or problems.
- Support testing of new functionality where appropriate.
- Help develop customer case studies and supporting information for promotional use.
- Maintain accurate records of customer discussions, decisions, actions and outstanding requirements.
Requirements
- Proven experience in customer success or account management within the software industry.
- Strong communication skills with the ability to clearly articulate technical concepts to diverse audiences.
- Confidence in delivering software demonstrations and training.
- Excellent analysis skills to interpret client data, usage patterns, and feedback for strategic decision-making
- Excellent IT skills and the ability to learn new software quickly.
- Demonstrated ability to build lasting relationships through proactive engagement and problem-solving skills
- Ability to work independently while collaborating effectively within a team environment
Desirable Experience
Experience in any of the following would be beneficial:
- Customer Success
- Account Management
- ERP or SaaS software
- Software implementation
- Customer onboarding
- Software training
- Business systems
- Process or operational improvement
Previous ERP experience would be useful but is not essential. We are equally interested in someone who is good with people, commercially aware and able to quickly understand how different businesses operate.
This is an important role within a growing part of the CSL Group and would suit someone who enjoys working closely with customers while also having an input into the continued development of the product.
Pay: £30,000.00-£45,000.00 per year
Ability to commute/relocate:
- Retford, Nottinghamshire: reliably commute or plan to relocate before starting work (required)
Application question(s):
- This position is an onsite roll based at our head office in Retford, Nottinghamshire - are you able to attend site Monday - Friday between the hours of 08:30 - 17:00?
- Will you require a sponsorship for a Visa?
Experience:
- ERP systems: 10 years (required)
Language:
Licence/Certification:
- UK Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Location:
- Retford, Nottinghamshire (preferred)
Willingness to travel:
Work Location: In person
