Junior Customer Success Manager

Job Title: Junior Customer Success Manager

Reporting To: Team Manager - Customer Success

Location: Bournemouth

Job Type: Full Time 37.5 hours a week

Our Purpose

Nourish Care provides a digital solution to the health and social care sector which improves the process of recording, analysing, and sharing of information. We seek to enhance and simplify care in equal measures; To harness the power of care management software to improve the lives of people who need care and those who provide it.

We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector, we will not be complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector and our incredible employees are what make this possible.

About the Job

We are looking for a Junior Customer Success Manager to come and learn what it means to add value and support our customers on their Journey using the Nourish product. This role is perfect for someone new to Customer Success, who already has skills in managing information and is keen to support an established Customer Success Team. Working with the team you will support their accounts throughout their journey to drive long term satisfaction, accelerated net revenue retention and referrals. You will be responsible managing requests from our customers and triaging information to the wider CS Team, delivering Customer Satisfaction and signposting where there are opportunities for further product adoption from customers. You will have conversations with a variety of levels of stakeholders within the client teams, learning from other team members how to complete EBRs/QBRs, roadmap sessions, and taking part in customer events and our customer advisory board meetings.

Please note this role means you will gain the skills and exposure to progress in Customer Success longer term.

The role and your responsibilities

· Manage a small portfolio of smaller customers

· Own the Customer Success initial engagement touch points and triage work effectively – as well as completing quick wins autonomously.

· Assist the customer success team with incoming phone calls, the shared email inbox and CRM admin

· Collaborating with clients to help customers in achieve their goals and evolving the platform to ensure continued success

· Support in being able to Identify, track, and improve the health status of our customers

· Networking within the customer organisation to build and maintain relationships at all levels of the customer organisation with a focus on creating executive level, value-based engagement

· Develop best practices for customer growth/renewal to ensure ongoing customer success, thereby driving customer growth and retention

· Become a Nourish product expert and use this knowledge to effectively guide customers towards their desired outcomes

· Be the voice of the customer back into our organisation

Required experience

· Customer Service experience from any background is essential here – we will teach you the rest.

· Customer Success experience is an advantage but not an essential.

· Ability to recognise and maximise business value

· Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously

· Experience or high curiosity about the SaaS space

· Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation

· Enjoys working closely with customers to ensure complete satisfaction

· Unafraid to roll-up sleeves, get it done and "lead from the front”

· Be a quick learner and have the ability to work effectively in a constantly evolving scale-up environment

· Willing and able to travel

As an employer, we offer all the support and development our employees need to grow their skills and expertise and we foster a culture of collaboration and contribution.

Nourish Benefits:

· 25 Days paid leave, Plus Public holidays

· Additional incremental leave for length of service up to 5 days.

· Private Medical Insurance

· Group Life Assurance

· Dental Cover

· Optical Cover

· Enhanced Maternity leave

· Pension Contribution

· Employee Assistance Programme

· Birthday Day off

· and many more.....

All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references and receipt of the appropriate Right to Work documents.

Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles.

The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work.

Nourish Benefits:

• 25 days basic annual leave, plus Bank Holidays

• In addition, we offer incremental leave benefit of 1 extra day for each completed year of service, up to a maximum of 5 additional days. This means long standing employees can enjoy up to 30 days of annual leave per year, plus bank holidays.

• Extra paid day off for your birthday

• Paid days off for volunteering opportunities

• Private Medical Insurance

• Pension

• Referral Bonus

• Health and Wellbeing platform including access to 24/7 GP & 24/7 EAP

• Counselling and support

• Variable impact workouts.

• Wellbeing videos including prompts for healthy behaviours

• Wellbeing, care and compassion leave policies

• Cycle to Work Scheme

• Career Development opportunities and regular reviews

• Recognition and Rewards

• Social Events throughout the year

All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references and receipt of the appropriate Right to Work documents.

Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles.

The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work