Remote Customer Success Manager

Summary

Join our team as a Customer Success Manager (Support Centres) and play a pivotal role in ensuring the success of Bromcom customers under the care of Support Centre partners. This role will act as a critical link between Support Centres and other areas of Bromcom, improving relationships, meeting KPIs and SLAs, and helping foster an environment where Support Centres can grow in partnership with Bromcom.

Requirements

• Secure Bromcom MIS Experience
• Excellent communication and presentation skills
• Natural interest in systems - data analysis and reporting
• Ability to learn and adapt as software changes
• Well-organised and able to thrive in a busy team
• Excellent people skills

Responsibilities

• Understand and act on the needs of Support Centres regarding on Bromcom’s full range of Management Information System (MIS) software products
• Work to improve accreditation processes to ensure Support Centres are fully qualified to support Bromcom customers
• Conduct regular meetings with Support Centres including (but not limited to)
• 1-2-1 support to help them effectively support Bromcom schools
• Sharing information on any new products and developments or changes, complimenting any written updates that are released via normal channels e.g. documentation, service changes, outages etc
• Support service review meetings with the Support Manager and manage actions accordingly
• Review usage of existing schools under Support Centres to drive product utilisation, success and contract renewal
• Assist with helpdesk tickets as required
• Gather feedback and provide insights to the Documentation team to continuously improve self-service
• Work with the wider Success, Community and Customer Care teams to improve effectiveness
• Meet regularly with relevant sales teams to understand pipeline of customers, new support centre partnerships and the relevant needs
• Travel to Bromcom customer sites as required