Customer Success Manager

About your new company

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world, and become part of an exciting long term plan for sustainability, and a better future.

About your new role

The Customer Success Team is responsible for proactively managing and developing lasting client relationships, engaging and developing new client opportunities as well as supporting the successful delivery of NQC services into our client accounts.   

As Customer Success Manager, you will have full responsibility for an agreed portfolio of client accounts and responsibility for the satisfactory delivery of services and projects into those clients

Key Responsibilities

As a Customer Success Manager, you are expected to undertake the following core responsibilities as part of your day to day activities:

• To manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal.
• To ensure regular communication with clients through face to face meetings and other communication means.
• To own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers.
• Define, develop and own the customer contract strategy for client relationships within the portfolio.
• Produce weekly, monthly and quarterly status reports for the portfolio of clients to the Head of Customer Success to provide updates on progress against agreed client relationship strategies.
• To effectively interact with internal NQC teams including Product Development and Service Delivery functions.
• Ad-hoc duties as assigned.

To be successful for this role, you will ideally meet these requirements:

• Experience managing a high volume of stakeholders (internal or external) and a track record of delivering professional, clear communications.
• Proven experience in a B2B Customer Success, Account Management, or Technical Support role within a SaaS environment.
• Demonstrated experience working within structured workflows (e.g., following an onboarding playbook or a ticket escalation process).
• Excellent interpersonal skills with people at all levels.
• Excellent business acumen and commercial astuteness.
• Previous experience using a CRM (ideally HubSpot) to manage customer data, tasks, and reporting.
• Excellent presentation skills with the ability to create engaging material applicable to the audience.
• Additional language skills are highly desirable.

Key Competencies

• Is consistently motivated, committed and able to perform duties in all situations.
• Communicates and receives ideas, views and information to achieve understanding.
• Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
• Plans and prioritises activities and resources to maximise performance and minimise errors. 
• Thinks creatively and embraces opportunities for change. 
• Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.

• Hybrid working policy of 60% office-based

• 25 days holiday (Increasing with service) + bank holidays
• Enhanced Maternity and Paternity Leave
• Health Cash Plan
• Salary sacrifice scheme
• Learning & Development through Udemy platform
• 24/7 Access to a Virtual GP
• Life Assurance (4 x Salary after 6 months)
• YuLife - employee discounts and wellbeing platform
• Regular company socials & events