Job Description

Company Overview

We are Matrix Booking and we exist to help companies and employees maximise hybrid working through our award-winning desk and room booking and visitor management software.

We partner with a wide range of companies, from central government, local councils, NHS trusts through to blue chip brands and start-ups, and have fantastic relationships with our clients.

We are committed to building a business that values and respects employees, our clients and the world around us and are delighted to be B Corp certified.

Summary

We are seeking a Customer Success Manager to join our team to provide world class service for our wide-ranging customer base. The Customer Success Manager will be a trusted advisor to our customers and seek out opportunities to enhance their overall experience.

Key Responsibilities

Managing a portfolio of customers, ensuring they get maximum value out of Matrix Booking Responding swiftly and diligently to any client communication Provision of ad hoc training to clients and working with our teams to shape our offering Resolving any issues for clients by working with the relevant Matrix Booking teams Proactively communicating with customers to understand their challenges Carrying out regular customer reviews Meeting with customers on site to understand more about their challenges and how we can help Maintaining and updating the client database in our CRM Creating and delivering quotes for renewals and expansion Working with our finance department to ensure any late payments are chased and closed off Various admin tasks including invoicing Working closely with the wider team to identify any upsell opportunities Monitoring and increasing customer satisfaction (NPS)
Required Skills & Experience

Proven experience (1-2 years) in customer success or account management (within SaaS/ B2B environment advantageous) Strong written and verbal communication skills to work effectively and build strong relationships with customers and internal stakeholders Experience using a customer relationship/ support tool to track issues and respond to customers Great attention to detail Can organise and prioritise workload independently
This role is fixed salary and not currently commission based

The location of the role is currently REMOTE (within the UK), however it is expected that you will be meeting various clients on a regular basis so access to be able to visit sites at a variety of locations throughout the UK is essential. Our teams get together in person periodically and the whole company meets together twice per year.

Benefits

25 days annual leave plus bank holidays, birthday leave and the ability to buy/ sell annual leave) Pension scheme Private medical cover Group life insurance Enhanced Maternity pay Enhanced Paternity leave & pay Training & development opportunities Flexible working Salary sacrifice schemes for electric vehicles/ bicycles Company events
Matrix Booking Limited is an equal opportunity employer. Our policy is clear: there shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity or sexual orientation. We are an inclusive organisation, committed to ensure that our recruitment and selection procedures are fair, free from discrimination and based solely on relevant aptitudes, skills and abilities in line with the advertised vacancy.

Please note

: In order to meet our legal obligations, we can only consider applicants who have the right to work in the UK.

If you're passionate about helping customers succeed and want to be part of an innovative tech company, we invite you to apply today!

Job Types: Full-time, Permanent

Pay: 32,000.00 per year

Benefits:

Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Life insurance Paid volunteer time Private medical insurance Work from home
Experience:

Account management: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: Remote