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 110, and over 40,000 users of our software.

Crunch isn’t your typical online accountancy firm. We’re a grassroots business built from the ground up, facing the same challenges as our clients. Since 2009, we’ve empowered thousands of small and medium sized businesses to take control of their finances with our simple, effective software, which includes real accountant support. Crunch takes the stress out of accounting, so our clients can focus on doing what they love!

Join us as a full-time Client Success Manager, in a UK based, fully remote and permanent role.

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 service delivery 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 service levels.

What does success look like?:

Within the first 6-12 months, you will:

• Master the fundamentals of Limited company taxes and confidently guide clients in managing their obligations with HMRC.
• Achieve a comprehensive understanding of Companies House requirements to ensure timely and accurate management of annual filings.
• Become a platform expert by developing a detailed command of the Crunch platform's UX and Admin portal, enabling you to resolve complex client issues and provide full support for account usage.
• Establish full responsibility and accountability for the end-to-end client lifecycle by building up a portfolio of existing and new clients within the first six months.
• Foster strong, collaborative working relationships with your dedicated partner accountants and the wider team of Client Success Managers and Accountants.
• Provide seamless, omni-channel client service across phone, video, email, and WhatsApp, consistently meeting and exceeding Service Level Agreements (SLAs).
• Proactively identify and convert value-add opportunities to upsell supplementary Crunch services to clients.

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 Service Team, 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.
• Utilise the usage of Artificial Intelligence (AI) to help with generating responses through our Case AI support.
• 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.
• 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.
• 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).

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.
• Accustomed to speaking to clients in a variety of formats, including telephone calls, emails, online chat and video calls.

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 starting salary of £27,000 per annum, increasing with experience in the role.
• Monthly commission for upselling additional products and services as needed by our clients.
• 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, 10 and 15 years’ service.
• Workplace pension scheme with Scottish Widows after qualifying service period.
• Private Medical Insurance after qualifying service period.
• Life assurance (4 x salary) from day one of employment,
• Employee Assistance Programme (EAP).
• One paid volunteering leave day per year.
• Enhanced pay for parental and family leave.
• Shopping and insurance discounts with Crunch Perks via Boostworks.
• Employee 'refer a friend' scheme (clients and candidates for jobs at Crunch).
• 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) and a suitable desk and chair.
• 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.

We’re exploring the use of AI and automation tools to streamline parts of our hiring process (such as CV processing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans.

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.

Pay: From £27,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Paid volunteer time
• Private medical insurance
• Referral programme
• Work from home