Customer Success Manager

• We’re a small, fast-paced, fast-growing company that helps our clients (veterinary practices) manage pet healthcare plans on behalf of their customers.
• Working from our open-plan office in Bournemouth, we help veterinary practice owners double (or even triple) their recurring revenue. Our relentless focus is on Making Life Easier.
• Our online portal helps vets manage their healthcare plans and collect recurring payments from their clients in a way that had never previously been done.
• Our industry-leading software platform serves businesses and their customers throughout the UK and Ireland.
• We are a subsidiary of a large global leader in veterinary care.
• Our clients are vet practices and their customers.

We are looking for someone to manage our customer success team.

 Your responsibilities will include:

·       Managing our lovely Customer Success Team, who are a mixture of office based, hybrid and remote.

·       Supporting the team in answering customer calls and managing tickets, we're a small team, so this is a hands on role.

·       Representing Customer Success at meetings with our parent company

·       Making outbound calls to check in with clients on a regular basis to see if they are happy with our service and offer support where necessary to ensure their healthcare plan grows.

·       Managing healthcare plan price changes for practices – this will include working with our marketing team to draft customer communications

·       Onboarding our new clients – this will include sending contracts, setting them up in the system and all admin/communication involved with onboarding a new client.

·       Updating internal and external training resources where required.

·       Dealing with customer complaints and acting as an escalation point for the team.

About you:

You are a great people manager with a friendly and approachable nature.  You have a confident telephone manner and a passion for delivering first class customer service.

Competencies:

• Experience of delivering great customer service over phone and email.
• Team management experience.
• Able to coach and develop new and experienced team members.
• A fast learner and creative problem solver
• Outstanding communication skills, both written and verbal
• An eye for detail, able to work with multiple systems at once.
• Excellent IT skills, including a good knowledge of Excel.
• Flexibility to work from 8.30am some days and finish at 6pm some days.

Highly desirable

• Account management experience.
• Experience in the veterinary industry.

About

• Our office is based in Bournemouth.
• The hours are 37.5 hours a week, between the hours of 8:30 am to 6pm, Monday to Friday.

• Highly competitive salary.
• Companywide annual bonus scheme.
• Annual pay review.
• Hybrid working.
• 25 days holiday per year (plus bank holidays).
• Free parking.