About Recite Me
In today’s digital age, we believe everyone should be able to access web content in a way that works for them. Our mission is to make the online world accessible for all.
And we’re not alone in this journey! Over 500 organisations already use our software to enable greater accessibility for their online content, products or services.
We’re passionate about our cause and our product. As we move from scale-up to market leader, we need help to achieve our ambitious plans. This is why we’re looking for an experienced, process-oriented Customer Success Manager.
About the Role
This is a key role, ensuring clients get off to a great start, with a seamless transition from sales to customer success. We are looking for a dynamic individual who has a passion for building relationships and can offer best-in-class customer service.
Working closely with the CSM Team Leader, you will be involved in onboarding new clients, account reviews and customer communications. Taking ownership of retention and revenue growth targets, never letting an opportunity to influence slip away.
In this role, you will be
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Taking new clients through the onboarding process. Working closely with sales, marketing, and the technical team to ensure clients are ‘launched’ on optimal terms
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Experienced in understanding websites and being familiar with different platforms such as HTML and WordPress
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Owning the client journey from sale to renewal (and beyond)
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Helping to define and deliver account reviews and appropriate communications to ensure client satisfaction
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Creating opportunities for revenue growth
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Ensuring clients renew on the same or better terms
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Using all data and relevant resources to create compelling client stories to amplify our success
About You
We’re looking for great characters with the right attitude and aptitude.
Here are a few things you’ll need to be able to demonstrate…
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Min 2 years experience in a similar role B2B role (Customer Success, Account Management, Customer Service)
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Being able to handle a range of different tasks so being organised will be key with strong administration skills
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Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email or face-to-face
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Ability to work independently and thrive in a process-driven, task-orientated, team environment
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Comfortable producing reports and data analysis
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Quick and capable learner, thirst to be an expert in your field
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Evidence of establishing and maintaining exceptional client relationships that fuel growth
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Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email or face-to-face
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Excellent time management, able to prioritize key tasks, and manage multiple conversations whilst never letting an opportunity slip
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Knowledge of, or interest in, Accessibility, Diversity, Inclusion, and the Digital World
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Experience of working in SAAS/Tech start-up is highly desirable
Location
Hybrid 3:2 Office/Remote, Newcastle/Gateshead Quays HQ
Benefits
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Great culture & working environment – awesome views of Newcastle Quayside
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30 days annual leave including Bank Holidays
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Pension & Healthcare
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Childcare voucher scheme
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Genuine Meritocracy
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Fun social scene
Hours
8 hours per day Flexible start (08:00-10:00) and end times (16:30 – 18:30)
Remuneration
Competitive Salary (depending on experience)
+ Quarterly bonus on revenue growth
Applications
Inclusion is central to who we are and the software we build. We know that having people from all walks of life makes us a more creative and innovative company. Our people are our business, which is why we are proud to be committed as a Disability Confident employer and a member of Inclusive Employers. We are committed to making our recruitment process as inclusive as possible. If you have any questions about accessibility or adjustments for the application or interview stage, please let us know how we can support you.
