Customer Success Manager

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Customer Success Manager

Department: Commercial

Employment Type: Full Time

Location: Manchester

Description

Why LBR?

An amazing market position, enviable growth, collaboration and wonderful people are just some of the reasons to further your career with Law Business Research. Our culture is shaped by our core values that promote equality, agility, and respect in everything we do.

Law Business Research has been selected as a winner for the 2024 Inspiring Workplaces Awards. We're proud of our inclusive and inspiring culture here at LBR and we remain committed to creating a positive workplace for all our employees

We are happy to share that we have partnered with Business Disability Forum to help us on our journey to becoming a more inclusive employer and achieving Level 2 Disability Confident Accreditation.

We also take our place in this world of ours very seriously and engage in a wide variety of charitable and community based initiatives. We work extensively with Swawou School in Sierra Leone, which we established to provide education for 120 girls, and on an ongoing basis we underwrite the school's costs.

'We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.'

Key Responsibilities
• Onboarding new clients to our subscription service and ensuring organisations are fully registered.
• Maintaining regular client contact and service reviews.
• Ensuring client queries and concerns are proactively managed and quickly resolved.
• Ensuring all forms of memberships are being utilised, that they have all support available to ensure thorough use of membership.
• Keeping relevant systems updated with accurate information.
• Achieving monthly CSM KPIs.
• Working with our product teams to share customer insights that influence the product roadmap.
• Develop strong relationships with existing clients and key contacts.
• Working with our sales and marketing teams, highlighting potential business growth opportunities.
• Working with memberships team to implement strategies to reduce low customer renewal rates.

Skills Knowledge and Expertise
• You communicate well both verbally and in writing, with strong attention to detail and a professional telephone manner.
• Comfortable using technology and working with both technical and non-technical teams.
• Passion for customer success and delivering the highest levels of service.
• Demonstrate resilience and tenacity, comfortable working in a fast-paced environment.
• Maintain a positive and pro-active manner in carrying out all tasks.
• Continually aims for improvement and achievement of results.

Benefits

Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:

Start of employment:

• Eye care
• Employee Assistance Programme
• A day off for your birthday

After 3 months employment:

• Pension (4% employer contribution and 4% employee contribution)

After 4 months employment:

• Life assurance

After probation:

• Cycle to work scheme
• Season ticket loan
• GBP 350 annual wellbeing allowance to contribute to gym memberships or fitness classes
• Puregym access
• Perks at work platform access

After 1 year service:

• Private healthcare

Additional Perks:

• Company socials
• Access to Employee Affinity Networks
• Mentoring scheme
• Volunteering Day
• Mortgage Advice
• Work from anywhere (2 weeks)
• Generous parental leave

We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.