Senior Customer Success Manager

STR Johnson Controls Fire Protection LP

🇬🇧 United Kingdom

On-site

Manager or above

3 weeks ago

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WhatYouWillDo

As a Senior Customer Success Manager for ShopperTrak, you will play a key role in driving customer satisfaction, retention, and long-term value across strategic customer accounts. Working with major retailers, shopping centres and luxury brands, you will act as a trusted advisor, ensuring customers achieve maximum value from Johnson Controls solutions. You will collaborate closely with Sales,OperationsandServiceteamstodeliveroutstandingcustomerexperiences,supportbusinessobjectivesandidentifyopportunitiesforgrowth.ThisisahybridrolewithregulartraveltocustomersitesacrosstheUK.

WhatWeOffer

•Competitivesalaryplusbonusplan
•25daysholidayplusbankholidays
•Privatehealthcare
•Pension
•Lifeinsurance
•EmployeeAssistanceProgram
•Employeereferralscheme
•Employeediscounts
•CycletoWorkscheme
•DiscountsonJohnsonControlsproducts
•Trainingandcareerdevelopmentopportunities
•Supportive,collaborativeandsafety-drivenculture

HowYouWillDoIt

•Manageanddeveloprelationshipswithkeycustomeraccountsastheprimarycustomersuccesscontact.
•Buildastrongunderstandingofcustomergoals,operationalrequirementsandbusinesschallenges.
•Drivecustomeronboarding,adoption,retentionandsatisfactioninitiatives.
•CollaboratewithSales,Operations,ServiceandProjectteamstodeliveraseamlesscustomerexperience.
•Monitorserviceperformance,customerhealthmetricsandaccountactivity.
•Identifyrisks,trendsandimprovementopportunities,implementingcorrectiveactionswhererequired.
•Leadcustomerreviewmeetings,businessupdatesandserviceperformancediscussions.
•Resolvecustomerissuesandescalations,ensuringtimelyandeffectiveoutcomes.
•MaintainaccuraterecordsusingCRMplatformsandreportingtools.
•Supportforecasting,accountplanningandcontinuousimprovementactivities.
•Identifyopportunitiesforaccountgrowthandsupportcommercialdiscussions.

WhatWeAreLookingFor

Required

ProvenexperienceinCustomerSuccess,AccountManagement,ServiceManagementorasimilarcustomer-facingrole.
Experiencemanagingstrategicorenterprisecustomerrelationships.
Peoplemanagementorteamleadershipexperience.
Strongstakeholdermanagementandrelationship-buildingskills.
Excellentcommunication,presentationandinfluencingabilities.
Demonstratedabilitytoresolvecomplexcustomerissuesanddeliverpositiveoutcomes.
Commercialawarenesswithanunderstandingofcustomerretentionandgrowthstrategies.
Stronginterestintechnology,AIanddata-drivensolutions.
ExperienceusingCRMsystemsandcustomerreportingtools.
Stronganalytical,organisationalandproblem-solvingskills.
WillingnesstotravelacrosstheUK.

Beneficial

Experiencewithintheretailsectororastrongunderstandingofretailenvironments.
Knowledgeofcustomersuccessmethodologiesandbestpractices.
Familiaritywithforecasting,serviceplanningandcommercialaccountreviews.

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Senior Customer Success Manager · STR Johnson Controls Fire Protection LP

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