Customer Success Manager

Remote (occasional attendance to Reading or Caton office)

Hiring Manager - Steven Sanashee

The Opportunity

This role sits within our Estate Agency Services division of Landmark, where our team are dedicated to serving thousands of estate and letting agency clients. Our goal is to enable our clients to process property transactions with greater certainty and less risk by using our services.

As a Customer Success Manager, you will be the owner of an allocated group of clients. You will be their named point of contact to provide day-to-day assistance, keeping them engaged with Landmark and building successful long-term partnerships.

You will be responsible for the retention of your client allocation, with an eagerness to increase their revenue value by introducing other Landmark products, while identifying risks and making action plans on a per account basis. You will also play a key role onboarding new clients and have a regular need to provide training to both new and established clients.

The role is remote, but with a requirement to be able to attend either of our Reading or Caton offices occasionally.

The role will involve, but will not be limited to:

• Be the direct point of contact to your allocated clients, process inbound calls and emails in a proficient manner with ensured comprehension.
• To play a key role in the customer onboarding process; delivering the necessary training, advice, and support to maximise the customer's usage and positive experience.
• Write and revise customer success plans to measure the success of each individual customer on an ongoing basis.
• Identify cross-sell and up-sell opportunities of Landmark products/services, creating lead referrals for the Sales Team
• To keep regular contact with allocated clients – at least on a 6 monthly basis to ensure the experience of your clients is positive and their expectations are met/exceeded.
• Regularly monitor client volumes to enable the company to quickly identify clients who have ceased or significantly reduced instruction levels (at risk). To learn and understand the reasons for change and create action plans to protect our business, retain these clients, with management support where required.
• To carry out promotional exercises and additional product penetration exercises as may be required from time to time, recording results and providing feedback to management in the required format.
• Identify challenges, opportunities and patterns from your customer interactions, sharing your learning and ideas so we can enhance our customer experience

About You

You will have previous frontline customer service experience with a genuine commitment to quality customer service, experience and satisfaction.

You Will Also Have/Be:

• Excellent oral and written communication skills
• Professional telephone manner
• Ability to maintain a calm, professional approach when dealing with difficult customers
• Able to meet targets and deadlines to the agreed quality and timeframes
• Takes pride and ownership in their work and responsibilities
• Good scheduling skills, with the ability to organise, prioritise, plan and follow-through on multiple concurrent tasks
• Knowledge of basic Windows tools (especially MS Office) and Internet technologies – specifically email clients, web browsers and web-based search engines