Customer Success Manager - 12-Month FTC

Please note: We are a hybrid working company and this role will require to attend Richmond (TW9) based office twice a week depending on business needs.

This is a 12 month Fixed Term Contract.

About Us

Launched in July 2020, Kerv is a next-generation ‘Customer-first, cloud-first’ provider, created to help customers achieve successful business outcomes in a new digital era.  We are undergoing an exciting period of transformation and growth following the merger of five highly successful organisations.

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, cloud omnichannel solutions to help our customers deliver industry-leading customer experience.

About the Team

As a member of the Kerv Experience Customer Success team, you will work directly with our customers to help them achieve their business outcomes and realise value from their services. This is a 12-month fixed-term maternity cover role, taking ownership of an established portfolio of high-profile customer accounts and providing continuity throughout the customer journey. We are constantly evolving and work in a fast-paced environment, with our Customer Success Managers acting as a trusted point of contact and delivering service excellence at every touchpoint. The team is supportive, collaborative, dynamic, curious, fun and innovative, with everyone working together to deliver the best possible customer experience.

Your part to Play

• Own a portfolio of high-profile customer accounts, driving business outcomes, customer value, satisfaction and retention.
• Act as a trusted customer advocate and central point of contact, facilitating prompt and effective responses to queries, requests and issues.
• Be the voice of the customer, sharing insight across the business and identifying risks, opportunities and areas for improvement.
• Act as the escalation lead when issues remain unresolved, bringing the right teams together and maintaining clear communication through to resolution.
• Build a deep understanding of each customer’s goals, review account data and help shape impactful strategies that support their objectives.
• Provide meaningful customer reporting, host service and success reviews, and proactively monitor customer health, satisfaction, adoption, training needs and renewal risk.
• Identify and support relevant adoption, cross-sell and up-sell opportunities that strengthen customer outcomes and protect Kerv’s long-term position.
• Actively monitor customer health and lead appropriate actions and changes where required.
• Maintain accurate customer records, engagement notes, risks, health indicators and actions within CRM and relevant internal systems.
• Work collaboratively across Sales, Service Management, Support, Delivery and Marketing to provide a coordinated and high-quality customer experience.

All about You

• Proven experience in a Customer Success, Customer Experience or similar customer-facing role.
• Around three years’ experience within a SaaS, CCaaS or technology business would be advantageous.
• ITIL certification would be beneficial.
• Customer-focused, with excellent communication skills and the confidence to build trusted relationships with senior customers and internal stakeholders.
• Able to think quickly, use sound judgement and remain calm when priorities change or time-sensitive issues arise.
• A genuine team player who enjoys collaborating, sharing knowledge and stepping in to support others when needed.
• Comfortable working in a fast-paced environment and managing multiple priorities without losing attention to detail.
• Positive, proactive and self-starting, with a can-do attitude and the confidence to take ownership through to completion.
• Forward-thinking and methodical, with strong critical-thinking and problem-solving skills and the ability to work through ambiguity.
• Open to occasional travel to customer sites, Kerv offices and company or customer events as required.
• Comfortable working within a hybrid model, balancing office-based and remote working.

You will live the Kerv values…

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.