Customer Success Manager
Lokulus - Macclesfield
** WHAT YOU'LL BE DOING **
As Customer Success Manager you’ll sit within the Customer Success function alongside our support and consultancy teams, your job is to “deliver the WOW” through active and continuous customer engagement.
You’ll be working directly with our customers to build a shared understanding of their wants and needs, to drive greater adoption, reduce churn, increase upsell and build customer devotion.
As a member of Team Lokulus you’ll be working in a fast-paced software business dealing with both Enterprise and SaaS customers. You’ll be working hard to build long-term relationships with key stakeholders and ensure they get the best possible return on their investment in our software and services.
When our customers have issues (it doesn’t happen often, but hey, no one’s perfect) you will be their go-to person. You’ll ensure they get a quick and transparent resolution and whilst you may not be able to solve things yourself, you’ll be responsible for making it happen!
You’ll be the “Voice of the Customer”, gathering valuable business insight via calls, surveys and customer health checks. You’ll be responsible for “taking the temperature” of each of our accounts, keeping the rest of the company informed about what’s going well and where we need to do better. You’ll also have a direct line to our product management team to drive future product direction and ensure our customers are represented.
** BASE LOCATION **
This role is based at our fabulous new head office, Glasshouse, Alderley Park in Cheshire. As a key member of the Customer Success team you’ll need to be within easy commuting distance of Glasshouse, but you’ll also need to be willing (global pandemics aside) to travel regularly to visit our clients as part of that key relationship-building brief.
** ABOUT YOU **
We are looking for candidates with previous experience of working in a fast-paced, dynamic software business. You will ideally have experience of both SaaS and Enterprise software products and have a deep appreciation of the challenges customers face in each arena.
One of the world’s most eminent technology entrepreneurs once said, “technology alone is not enough - it’s technology married with liberal arts, married with the humanities, that yields us the results that make our heart sing”. We are looking for someone who can embody that sentiment. We need someone who is an IT Professional at heart, a bit of a “Geek” and who keeps abreast of the ever-changing nature of the tech industry. But at the same time someone who can interact with our customers, make them feel valued, supported and above all that their opinions and ideas “Matter” to Lokulus.
We are looking for a proactive, can-do individual, with a proven track record in customer relations and experience in increasing customer engagement, satisfaction and adoption. A person who is “Hungry” for success, full of energy and always looking for the next problem to solve. Someone who can work as part of a team, but who also isn’t afraid to question “How we do things” and doesn’t accept “It’s always been like that” as a credible answer.
If this sounds like you then what are you waiting for, get in touch as we would love to talk to you.
** WHO WE ARE? **
In case you haven't heard of us, we're Team Lokulus.
We're a friendly bunch that creates and provides intelligent digital solutions, customer platforms, and consultancy services to support and streamline our clients' customer journeys. With significant experience across a vast range of industries, from retail to finance, Governments to SME's, we consult with insight, creatively anticipate, navigate, and solve complex user journeys.
We genuinely believe business should be enjoyable, and really value the personal approach, from the way we work with our customers to our working environment. We are passionate about work-life balance, employee well-being, having fun and working collaboratively to achieve our goals.
** BENEFITS **
We offer a very generous benefits package, which includes:
- A discretionary bonus scheme;
- Generous holiday entitlement;
- Flexi-time and work-life balance initiatives;
- Pension plan with life assurance;
- Private Medical Insurance;
- Permanent Health Insurance (income protection);
- Paid time off for charity work;
- Perk Box (high street discounts and deals);
- Personal training allowance.
Besides offering a fantastic benefits package, we also offer a first-rate working environment, with an incredible office at Glasshouse, Alderley Edge, and a company culture which is entirely geared towards supporting individuals to “Be the best version of themselves”.
** TO APPLY **
To apply, please submit your CV and covering letter via our jobs portal.