Join the A-Team as Customer Success Manager

Job Description:

Company Overview

Anytime Booking is a leading provider of online booking software for the hospitality industry in the UK. Our target market is holiday accommodation in three key sectors: camping/glamping, holiday property agencies and motorhome/campervan hire. Our software-as-a-service (Saas) runs on a B2B subscription model. Our platform helps businesses streamline their operations with automation and enhance guest booking experiences. We are currently seeking a highly motivated and customer-focused individual to join our team as a Customer Success Manager.

Location

19 Coinagehall Street, Helston, Cornwall, TR13 8ER
This role will be a mix of office-based and working from home.

Role Overview

As a Customer Success Manager at Anytime Booking, you will be responsible for building and maintaining strong relationships with our clients. You will help them utilise our software and our service to the full to ensure their own business success. You will devise solutions to address user engagement and product satisfaction with a focus on day-to-day client problem solving and assistance; increasing uptake of additional features and services; driving down churn and onboarding new clients smoothly and effectively.

Responsibilities

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs
• Participation in customer support on a day-to-day level by answering email and phone enquiries on our Helpdesk
• Become an expert in booking management and educate customers on the use and benefits of our features
• Work closely with Sales, Marketing, Billing, and other relevant teams to ensure an exceptional customer experience
• Be a customer advocate while capturing customer feedback and reporting requests to the Senior Team
• Efficiently manage time to also focus on account reviews to ensure customer satisfaction, service renewal, and account growth
• Involvement in new customer onboarding where appropriate, training them on how best to set up and use product features to optimise their business performance
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage
• Stay up-to-date with industry trends and best practices in customer success management, sharing knowledge and insights with the team

Qualifications and Experience

• Experience in customer service, business administration, marketing, or a related field.
• Proven experience in a customer success or account management role, preferably within the software-as-a-service (SaaS) industry.
• Excellent interpersonal and communication skills, with the ability to build rapport and establish trust with customers.
• Strong problem-solving and analytical abilities, with a keen attention to detail.
• Self-motivated and proactive, with the ability to work independently and as part of a team.
• Familiarity with CRM software and customer success platforms is a plus.

Benefits

• Competitive salary.
• Profit share scheme.
• Opportunity to work with a dynamic and innovative team in a fast-growing industry.
• Professional development opportunities to enhance your skills and knowledge.
• Flexible working hours and remote working options.

If you are passionate about customer success and thrive in a collaborative environment, we would love to hear from you.

To apply, please send your cover email and CV to [email protected] by 30th September 2024.
No recruitment agencies, please.