Customer Success Manager (Buyers)

Company Overview

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 60k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary:

The role is responsible for building and maintaining strong relationships with our buyers, growing strategic, lasting and successful partnerships.

You help customers maximise the value they get from use of the products and services they subscribe to, drive platform adoption both in the buyer community and their respective supply chains; help retain subscriptions and grow customer advocacy.

Job Responsibilities:

Customer onboarding

• Develop a comprehensive understanding of the customer needs and business objectives.

• Build a personalised adoption plan that supports their business and increases customer advocacy.

• Be responsible for the overall delivery of the adoption plan and reaching the desired customer outcomes.

• Support the customer through organisational change management.

Driving adoption

• Act as a subject matter expert in supply chain onboarding to maximise adoption within the Buyers supply chain.

• Become a trusted advisor in the strategic goals of our customers in the use of our Platform.

• Create and drive individual success plans support your customers’ business objectives.

• Present impactful data and insights during regular customer business reviews to drive further adoption.

• Champion new product features, highlighting where they release additional value for the customer.

• Work with your customers to proactively monitor compliance levels, proposing strategic activities to continually improve.

• Act as the voice of the customer and provide feedback to the Senior Management and to the Product team.

• Work collaboratively within the Buyer Success Team, contributing ideas and strategies to raise the profile of Once For All.

• Work in partnership with the Customer Account managers to maximise adoption and secure renewals.

• Work collaboratively with the Marketing, Sales Operations and Inside Sales teams to maximise customer value and ensuring delivery of customer outcomes.

• Provide support to the Customer Account Managers during pre-sales engagements, sharing your product and subject matter expertise with prospective customers.

Candidate Requirements:

• A minimum of 4 years of proven commercial experience working in Customer Success, Sales, Business development, Account Management, or Customer experience.

• Experience in software demonstration and training delivery.

• Confident in both leading strategic conversations, and de-escalating challenging situations.

• Exceptional communication skills. You must be able to write and speak clearly and be able to explain technology to customers in a straightforward way.

• Strong problem-solving skills with an analytical approach when working with data.

• Loves working with customers and is comfortable with phone and video calls.

• A passion for technology and software.

• Works with a commitment to accuracy and a high level of attention to detail.

• Able to prioritise and perform effectively under pressure.

• Dependable, organised and able to follow through on commitments made both internally and externally.

• Naturally inquisitive and interested in the ‘why’.

• Someone who is enthusiastic, shows passion and excitement for their job, and loves to be part of a team.

• A quick learner.

• Enjoys working in a fast paced, growth environment and doesn’t mind the unknown.

• Someone with drive and who wants continuous professional development.

• We will provide all the necessary sector training however demonstrating basic understanding of construction or supply chain management preferred.

What we offer:

As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• Wellness fund or *Private Medical Insurance (dependent upon role)

• Pension

• Life Assurance x 3

• 25 days holiday plus 8 Bank Holidays

• Ongoing continual professional development (CPD)

• Holiday purchase Scheme up to 5 days

• 1 paid and 1 unpaid volunteering day

• 24/7 and 365 Days Employee Assistance Programme

• Team and company offsite events

• Specsavers eye care voucher

• Free Tea, Coffee and fruit every week – Basingstoke office

**Salary from £35,000, depending on experience**