Customer Success Manager - £45-50,000 & Bonus - Glasgow/Hybrid

We help protect people through vulnerable times.

We’re no start-up. We are an established, profitable, market-leader, supplying into 70% of NHS Trusts with the business growing quickly in the UK, USA, and Australia. We are three times winner of the Design in Mental Health - Best Product award.

We envisage, design, and deliver innovative products, which dramatically improve people’s lives in challenging buildings such as schools, hospitals, and mental health facilities. Our designs make a positive difference.

We’ve got a track record of success designing and delivering best-in-class products that improve lives. We have grown significantly in the last three years and our aim is to reach.

£30m of global revenue in the next three years and increase our impact; through profitable growth we can help more people through vulnerable times.

Since launching just 10 years ago we have grown significantly both financially and operationally and now deliver our products in three continents. Growth is a continuing feature within our business, powered by our purpose to increase our impact; through profitable growth we can help more people through vulnerable times.

We are a fast-growing company who continually set the bar high for ourselves. We’re committed to continuously raising the standard of the sectors in which we operate.

Importantly we do this together, as a team.

We’re seeking an outstanding leader to manage our Customer Service and Technical Support functions (Customer Care). This role can be based in either Glasgow or Blackpool and there will be some travel involved in this role.

As part of the leadership team, the Customer Success Manager will work closely with the Sales and Operations Directors to deliver best-in-class service according to set goals and strategic business objectives. The Customer Success Manager will make decisions and act for the success of the Customer Service and Technical Support, to help provide an exceptional Customer Experience improving efficiency and achieving results. This role is highly rewarding and impactful work, helping support our customers and field team with maintaining life-saving products in the field.

The Customer Success Manager will build a scalable structure that inspires team members and develops a clear and efficient way of working in line with our values and culture. They will also own the Customer Success strategy, driving towards excellence and leading the collaborative “team together” culture that exists in Safehinge Primera today.

Skills and experience required:

• Experience in setting up and leading a 24/7 global Customer Success / technical support function.
• Demonstrated experience in effectively managing Service Desk systems, showcasing a comprehensive understanding of customer support operations and the ability to optimise service delivery through efficient system utilisation.
• Experience in service design in an ITIL environment - Creating, implementing, and managing scalable Customer Support models and processes including SLA and SaaS
• Developing and ensuring competency within the team to support all current products as well as future product initiatives. Create an operational drumbeat for the CS team.
• Excellent understanding and clear views on best practices in creating outstanding Customer and Partner success in Support functions.
• Owns customer relationships, including onboarding, Customer account feedback, problem resolution and user experience.
• Responsible and accountable for measuring, reporting, and analysing overall account health using Dashboards, Ticket Management and Customer feedback to optimise the Customer Experience
• Provide direct oversight of all day-to-day activities of the Customer Service and Customer Care Support teams, including case and order management, staff and field support scheduling & development, technical/non-technical guidance, and orchestrating case escalation resolution.
• The ability to carry out Root Cause Analysis to solve problems and communicate analysis of issues with both external and internal customers to determine, prioritise, and delegate a quick and efficient resolution.
• Provide guidance and support for Customer case escalations and be the escalation point of contact for Customers, internal stakeholders, and Field Support to align resources and ensure solutions continually meet customer needs.
• Ability to manage Field support workflow in conjunction with our Partners and Customers to ensure effective delivery of SLAs and problem resolution.
• Leading and/or participating in continuous improvement initiatives designed to improve overall customer satisfaction.
• Experience in managing the service of a critical system or product is preferred.
• There may be the need to be available to meet in various Customer locations (including overseas) on an occasional basis.
• Possess essential skills for ITIL Certification, specifically in-Service Design and Management, demonstrating a deep understanding of IT service processes and methodologies to enhance the overall efficiency and effectiveness of customer care operations.

As with Most Companies, You Also Need the Following:

• Experience with Google platform or Microsoft Excel, PowerPoint, Word and Outlook, and familiarity with ERP/CRM systems.
• You’ll be speaking with employees and Customers at all levels, so you’ll need excellent communication skills, including fluency in speaking and writing English.

We require the following education and experience for this role:

• An undergraduate technical degree; or equivalent combination of education and experience.
• A minimum of 3 years’ experience in a Technical Customer Service or Support role or a combination of both.
• As this is a management position, a minimum of 3 years of experience in supervising/managing a team is required.
• Experience and certifications with systems Support, Connectivity and Remote Diagnostics are preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)

If you think you've got the passion and skills to help us achieve our vision of serving the mental health sector with the world’s best products and services, then we’d love to hear from you!

Base Salary - £45,000 - £50,000 per annum

Base Salary - £45,000

Benefits: 

30 days holiday which increases with length of service. 

Buying holidays (up to 1 week)

EAP

Cycle to work scheme. 

Electric Vehicle scheme

Free parking 

Hybrid working