Call Centre / CustomerService

Customer Relationship Manager – SAAS

Not Specified

Customer Relationship Manager – SAAS
Reading
£45,000 per annum + Excellent Benefits

My client, a leading technology based business, is looking for an experienced Customer Relationship Manager to join their team based in Reading.

The role comes with excellent benefits including:

* 25 days’ holiday, with optional 5 days unpaid leave per year
* Free parking
* Annual lifestyle allowance of £300 to put towards an activity of your choice
* Cycle to Work scheme and Gym Flex scheme
* Internal coaching/mentoring system throughout your time here
* Focus on training and career progression
* Family friendly policies

The Opportunity

SAAS- experienced Customer Relationship Manager to lead a team of Customer Relationship Advisers, delivering strong relationship management to existing customers. Guide Customer Relationship Advisers in managing more technical conversations, growing their capabilities in this area.

You will act as the relationship owner of the Top 20, plus business-critical customers, ensuring engagement and a partnership approach, maximising the revenue opportunities available.

The role will involve:

* Leading the CRM Team to respond to general enquiries and complaints from customers
* Act as point of escalation for such enquiries and complaints
* Undertake proactive, regular, and effective meetings (virtual and in person) with business-critical customers to ensure engagement and satisfaction
* Work with SLT and the Business Development Director to bring on board new high-profile customers, ensuring that all needs are met from sign up through to on-going relationship management
* Lead and coach team to maximise each relationship, and guide them through technical conversations
* Carry out regular 121 performance meetings with the Customer Relationship Advisers
* Work with Head of Customer Experience to develop improvement strategies for customers

About you:

* A natural leader and people person you will use discretion to identify & resolve complex problems and lead the team passionately.

You will also have/be:

* Proven experience of successfully handling high-profile/enterprise level relationships in a SAAS environment
* Competent professional requiring minimum supervision
* Proven ability to manage relationships at all levels of an organisation
* Ability to truly hear what our customers’ needs are
* Influential, agile and able to adapt and prioritise in a fast-paced environment
* Knowledge and understanding of producing non-standardised documentation, reports and agreements
* Ability to mentor, coach and provide guidance to team
* Experience of effectively disseminating technical information to non-technical colleagues and customers

Acorn Recruitment acts as an employment agency for permanent recruitment.