Customer Success Manager

About Hubexo Hubexo is a global leader in delivering data-driven insights into the construction industry. The built environment touches all our lives. It shapes the way we live, work and play. But construction is under pressure to respond to a fast-moving world with increasing complexities and changing priorities. Hubexo helps the industry navigate this with unrivalled insights and technology solutions. By helping our customers sell more, improve efficiency and build more sustainably, we can all build a better world together. Joining us means joining an ambitious and determined team with a proven track record of year-on-year double-digit growth, where innovative thinking is encouraged and results are rewarded. Job Overview Hubexo is seeking an experienced Customer Support Manager to lead our Client Support Team for the UK and Ireland. The ideal candidate will be responsible for shaping the strategy and delivery of client care utilizing our current teams. They will ensure Hubexo is the industry leader in the provision of excellent customer service, developing loyalty programs, and driving customer satisfaction. Responsibilities Improve client retention through customer service experience. Develop and maintain proactive client touch processes, onboarding, and training to maximize customer satisfaction. Take ownership of customer issues and follow problems through to resolution. Set a clear mission and deploy strategies focused on that mission. Develop and harmonize service procedures, policies, and standards. Keep accurate records and document customer service actions and discussions. Analyze statistics and compile accurate reports. Recruit, mentor, and develop customer service agents. Stay ahead of industry developments and apply best practices. Manage resources and utilize assets to achieve qualitative and quantitative targets. Adhere to and manage the approved budget. Maintain an orderly workflow according to priorities. Drive and be an ambassador of Hubexo values, empowering your team to evolve and improve. Requirements Proven work experience as a Customer Support/Service Manager in a SaaS or a Business Information Organization. Experience in change management and strategic planning. Excellent knowledge of management methods and techniques. Working knowledge of customer service software, databases, and tools. Awareness of industry’s latest technology trends and applications. Ability to think strategically and lead. Strong client-facing and communication skills. Advanced troubleshooting and multi-tasking skills. Customer service orientation. Knowledge of the Construction Industry and how to win work is a plus. Salesforce experience. Must be self-motivated and energetic; able to work independently with minimal supervision. Willingness to travel between UKI offices, Newcastle, Bournemouth, and occasionally Ireland. What We Offer Our benefits package incorporates what we're passionate about—unlocking your future, overall well-being, and sustainability—while giving you control over your benefits. 25 days of holiday per year plus bank holidays with the option to buy or sell up to 5 days. Birthday day off. Pension. Great learning and development opportunities. Life Assurance & income protection. Volunteering opportunities. Employee assistance programme. Cycle to work scheme.

#J-18808-Ljbffr