Senior Success Manager

  • Location
    Birmingham, West Midlands
  • Salary
    £ 32000 - £ 35000 / Year
  • Job type
    Permanent
  • Industry
    Medical and Nursing
  • External Reference
    JN
  • Category
    Medical & Health - Medical & Health

Do you have a proven track record of managing a team successfully within a Health and Well-being industry? Are you a motivated, sales driven individual who thrives working under pressure whilst maintaining the ability to prioritise and plan effectively?


We are currently recruiting for a Senior Success Manager for a leading health and well-being provider based in Birmingham.


The purpose of the role is to assist staff and contribute to the operational effectiveness of the Occupational Health department and the company's objectives.



Benefits



  • Salary: £32,000 - £35,000 depending on experience

  • Location: Birmingham

  • Full Time: Monday - Friday, 8:00 - 17:00

  • Hybrid Working: 1 day in office, 4 days remotely after a training period

  • Employee Benefits

  • Health Cash Plan

  • Bonus Scheme


Duties & Responsibilities



  • To nurture and build long-term customer relationships with our largest OH accounts by being the first point of contact for all queries, training, support and engagement

  • Performing & documenting regular team meetings, 1-2-1's, performance reviews and personal development programs

  • To co-ordinate team resource and training, including ensuring sufficient cover for holidays and sickness

  • To drive customer satisfaction, growth, revenue and retention by understanding the customers business and needs

  • To support and proactively drive the CSM's to achieve renewal, cross and up-selling targets and deliver on customer's needs

  • Working effectively and collaborating with the Commercial teams to ensure successful implementation and on-boarding of new and existing customers

  • To gain a deep understanding of the customers' needs and identify any cross and up-selling opportunities

  • To enhance the customer experience and provide proactive technical and product support throughout the customer lifecycle

  • To be the "voice of the customer", working collaboratively with marketing and products to capture insights via surveys, feedback sessions and conversations

  • To record all customer interactions via a CRM system and maintain accurate customer records

  • To manage customer accounts throughout their whole lifecycle and proactively renewing contracts

  • To conduct regular touchpoints and reviews via Skype, Zoom, Teams or Webinar calls to existing clients where applicable

  • Where necessary to visit customers to deliver tender presentations, product demonstrations, support and promote products and services

  • Building effective relationships with the Commercial and Operational teams to ensure the business supports your customer's needs, managing issues and seeing these through to resolution to ensure a smooth customer journey

  • To work collaborative with the Commercial teams and feeding into marketing initiatives and product development

  • To analyse customer data (MI) and provide meaningful insights to evidence ROI and product value in order strengthen customer relationships and business opportunities

  • To deal effectively with customer complaints according to Company procedures

  • To retain as confidential all information protected by the Data Protection Act

  • To comply with your obligations under the Company's data protection, information security and other relevant policies, when handling personal data or special categories of sensitive data


Skills & Experience



  • Significant team management experience, 2-3 years minimum

  • Significant account management experience including: strong customer service delivery, achieving sales through service, retention and managing contracts reviews, establishing rapport and building strong relationships with customers, managing, resolving and responding to complaints

  • Ability to work under pressure and achieve targets

  • Excellent administrator with ability to plan, organise and prioritise tasks

  • Excellent interpersonal and communication skills, both written and verbal

  • Strong analytical skills with the ability to source and present management information

  • An enthusiastic and self-motivator

  • A focused individual and team player

  • Experience of insurance industry

  • Experience of Occupational Health Industry


Please apply today - shortlisting taking place immediately!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact Reagan Spittle