Client Success Manager

About Crunch:

Crunch is a multi-award winning Software as a Service (SaaS) company born in the heart of Brighton with a brilliant team of 130, and over 40,000 users of our software. Together, we single-handedly pioneered a complete online accounting solution to empower self-employed contractors, freelancers and micro-businesses in the UK, helping them to grow their business and create the lives they want as part of a powerful community.

Now we no longer have a large office base as we embrace remote-first ways of working, the role offers you the opportunity to work remotely all the time, or a mixture of office and remote working if you would prefer this as we have some temporary office space in the Brighton & Hove area.

We have an exciting new full-time, permanent Client Success Manager in our Client Services team!

About the role:

This role is the front line of Crunch!

Responsible for providing excellent service and support to our new and existing Crunch clients as their dedicated Client Success Manager. Working as part of a team, the role is focussed on delivering an exceptional client experience and in doing so, our clients will happily recommend Crunch to others.

Using fantastic communication and interpersonal skills whilst working closely with other teams across the business, this role will provide unrivalled support to our Crunch clients, ensuring we consistently deliver our key service levels.

Role responsibilities:

• Proactively manage the end-to-end service for an assigned group of valued Crunch clients, ensuring they receive the best support with managing their online Crunch account effectively.
• Develop rapport with assigned clients to build enduring client relationships, check in with them to ensure they are using our products and services effectively to meet their needs and gain maximum value from their subscriptions.
• Collaborate with Client Services, Client Experience, Sales, Accountancy and Finance & Facilities team colleagues to ensure collaboration to deliver exceptional service, as our ways of working evolve in our remote first culture.
• Encourage clients to refer and recommend Crunch products and services they love to others via recognised company referral and review schemes.
• Effectively manage a blend of verbal and written communications, balancing this with client-driven tasks each day - whilst ensuring that high levels of quality are maintained and that all key service levels are met.
• Maintain detailed knowledge of the Crunch client software, company processes, systems and products, ensuring that accurate client records are maintained at all times.
• Maintain excellent knowledge of all regulatory requirements and ensure adherence to company policy and procedures at all times. This specifically but not exclusively includes GDPR, Anti-Money Laundering, Cyber Security, Anti-Bribery and Criminal Finances Act legislation.
• Proactively identify clients who may be unhappy or looking to leave the Crunch service, and use excellent knowledge of all Crunch products and services to ensure these clients are retained, following the outlined escalation process.
• Embrace the usage of the Hibob system, which is being used by Crunch to complete regular 121 and review conversations, and for setting and tracking company and department Objectives and Key Results (OKRs).
• Educate Crunch clients to be as self-sufficient as possible, leading them to appropriate Help Centre content for future reference.
• Identify gaps in Help Centre support material (client guides, videos and webinars) based on client feedback. Highlight the need for new material to the Client Experience Manager/Client Experience Coaches in order to maximise the client self-service experience.
• Take ownership and act quickly to recover the client’s perception of Crunch service if something has gone wrong.
• Ensure that the agreed service recovery guidelines and processes are used and that all cases are logged and tracked to ensure lessons can be learned.
• Proactively deal with service issues and escalate only as a last resort.
• Continually review client accounts and look for opportunities to upgrade or cross-sell other Crunch products and services to drive loyalty and client value from our products and services.
• Ensure the client has the best advice and support for their business and help Crunch to achieve its growth goals.

The duties listed above are not exhaustive and you may be asked to perform other duties from time to time that are reasonably required by the Company.

About your skills and experience:

Essential:

• Strong customer service or customer success background with proven ability to deliver great service.
• Experience of working in a team and the ability to collaborate across teams to achieve results.
• ‘Soft-selling’ skills in a supportive client service environment.
• At least intermediate IT literacy skills, in particular the use of Microsoft Office/Google Suite packages.

Desirable:

• Working knowledge of a market leading cloud based Customer Relationship Management (CRM) system, such as Salesforce.
• Track record of generating ideas to improve client service and process efficiency.

What you’ll get in return:

We’re very proud of our collaborative and inclusive working environment - you’ll be working as part of a fun and vibrant team, with a whole host of fantastic company benefits!

These include:

• A basic salary depending on experience in the range from £23,922 to £25,760.
• Fully remote working in the UK, with no more than a quarterly meet up as required.
• 33 days holiday a year (including bank holidays) - plus an extra half day off on your birthday.
• Long service gift awards plus extra holidays for 5 and 10 years’ service.
• Workplace pension scheme with Scottish Widows after qualifying service period.
• Private Medical Insurance with Bupa after qualifying service period.
• Life assurance (4 x salary) with Met Life after qualifying service period.
• Employee Assistance Programme (EAP).
• Enhanced pay for parental & family leave.
• Shopping and insurance discounts with Crunch Perks via Boostworks.
• Company funded social events.

Other information:

• This role is open to applicants with the right to live and work in the UK.
• Please note that we’re unable to offer sponsorship to overseas candidates.
• The usual working hours are Monday - Friday, 09:00 - 17:30.
• You need to be able to work from home in a comfortable, private environment, with a solid internet connection (a minimum of 10-12 Mbps upload speed).
• We'll provide you with all the IT equipment you need to get set up before you start with us - so there's no need to supply your own.
• You would agree to visit our offices in the Brighton & Hove area on or before your first day to collect your IT equipment and attend a ‘Welcome to Crunch’ induction. This applies if you live within a reasonable travelling distance.

If an applicant discloses any disability or learning difficulty, we will endeavour to provide reasonable accommodation to participate in the interview(s), which are usually carried out remotely on video calls. If you consider yourself to have a disability or learning difficulty and would like to discuss additional support available, please let us know.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.

We believe that the key to our success is our people, we value the contributions and experiences of all who make up our community. Supported by our company policies and procedures, we will take every possible step to ensure that no person will suffer direct or indirect discrimination on the grounds of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, age, neurodiversity or disability status.

Crunch reserves the right to perform pre-employment checks using a designated third party partner on all successful applicants for roles at Crunch, (including but not limited to): Right to Work in the UK verification, DBS check, address check, employment references and UK credit checks. Candidates will be informed of the requirement for these by Crunch in advance of these being completed.

No recruitment companies or agencies please as we’re unable to accept unsolicited CVs for our vacancies.

The People Team will review all applications and you will usually hear from us within 7 days if we wish to progress your application.

Job Types: Full-time, Permanent

Pay: £23,922.00-£25,760.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Enhanced maternity leave
• Private medical insurance
• Sick pay
• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Commission pay

Experience:

• Account management: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote

Like what you see? Please get in touch! You can apply by sending your CV and a cover letter telling us a bit more about yourself to careers@crunch.co.uk

By submitting your CV for a role at Crunch, you confirm that you can provide proof of eligibility to work in the UK, and that you have read and agree to the provisions of our Recruitment Privacy Policy.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.