Junior Customer Success Manager

Our Purpose At Nourish Care Systems we are expanding our Customer Success Team following our accelerated growth. Are you a passionate person with a desire to work for a company that is having a real impact on people’s lives? As a current market leader, Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording, analysing, and sharing of information. We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector we will not become complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector and our incredible employees are what make this possible. About the Job We are looking for a Junior Customer Success Manager to come and learn what it means to add value and support our customers on their Journey using the Nourish product. This role is perfect for someone new to Customer Success, who already has skills in managing information and is keen to support an established Customer Success Team. Working with the team you will support their accounts throughout their journey to drive long term satisfaction, accelerated net revenue retention and referrals. You will be responsible for managing requests from our customers and triaging information to the wider CS Team, delivering Customer Satisfaction and signposting where there are opportunities for further product adoption from customers. You will have conversations with a variety of levels of stakeholders within the client teams, learning from other team members how to complete EBRs/QBRs, roadmap sessions, and taking part in customer events and our customer advisory board meetings. Please note this role means you will gain the skills and exposure to progress in Customer Success longer term. The role and your responsibilities Manage a small portfolio of smaller customers. Own the Customer Success initial engagement touch points and triage work effectively – as well as completing quick wins autonomously. Assist the customer success team with incoming phone calls, the shared email inbox and CRM admin. Collaborate with clients to help customers achieve their goals and evolve the platform to ensure continued success. Support in identifying, tracking, and improving the health status of our customers. Network within the customer organisation to build and maintain relationships at all levels with a focus on creating executive level, value-based engagement. Develop best practices for customer growth/renewal to ensure ongoing customer success, thereby driving customer growth and retention. Become a Nourish product expert and use this knowledge to effectively guide customers towards their desired outcomes. Be the voice of the customer back into our organisation. Required experience Customer Service experience from any background is essential – we will teach you the rest. Customer Success experience is an advantage but not essential. Ability to recognise and maximise business value. Proactive and collaborative mentality with excellent time management skills; ability to handle multiple accounts & assignments simultaneously. Experience or high curiosity about the SaaS space. Proactive team player with fresh ideas for user adoption and churn mitigation. Enjoy working closely with customers to ensure complete satisfaction. Unafraid to roll up sleeves, get it done and "lead from the front". Quick learner with the ability to work effectively in a constantly evolving scale-up environment. Willing and able to travel. As an employer, we offer all the support and development our employees need to grow their skills and expertise and we foster a culture of collaboration and contribution. Nourish Benefits: 25 Days paid leave + Public holidays. Private Medical Insurance. Group Life Assurance. Dental Cover. Optical Cover. Enhanced Maternity leave. Pension Contribution. Employee Assistance Programme. Birthday Day off. And many more... All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references and receipt of the appropriate Right to Work documents. Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles. The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work.

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