Senior Customer Success Manager

Overview

Senior Customer Success Manager at Nutritics. Location: Nutritics LTD, 22C Town Center Mall, Main Street, Swords, Co. Dublin, Ireland. Work From: Hybrid. Salary: €50,000 - €60,000. Contract Type: Permanent full-time. Number of positions: 1.

Nutritics is focused on making food information more reliable, more accessible and more valuable for our customers. By connecting our customers and their customers to food information they can rely on, we can deliver our vision to be the world’s most trusted food management software, delivering valuable insights to enable anyone to make better informed food choices. Our product offering includes recipe management, supply chain management, menu publishing, ordering, dietary management and meal planning modules. Nutritics has customers across over 100 countries, including some of the world’s largest and most forward thinking food companies.

Customer Success Managers are responsible for building trusted, long term relationships with our customers to identify growth and upsell opportunities in collaboration with the Sales team. You will represent the customer within Nutritics and Nutritics to the customer.

Key Responsibilities and Duties

- Own the overall customer relationship within the business for all tiers of our customers as required by the business
- Build long term, trusted relationships with our customers
- Measurement and reporting of customer health and happiness
- Collaboration with all teams within Nutritics to ensure the customer is at the heart of everything
- Identify potential areas of growth and upsell for our customers and liaise with the Sales team to deliver them
- Support the wider CSM team with knowledge and skills

Main Responsibilities

- Identify key contacts, stakeholders; decision makers; promoters/ detractors within our largest customers & create bespoke plans to widen the reach within the customer business
- In line with the above build long term, trusted relationships with the identified contacts
- Introduce Executive Sponsors to key contacts where appropriate
- Facilitate regular monthly or quarterly meetings with Enterprise customers, with at least 1 in person each year
- Facilitate quarterly meetings with Major customers, with at least 1 in person visit a year
- Complete ad-hoc check ins with customers to ensure they remain engaged with us
- Understand customer business objectives and develop a plan to help them achieve them
- In line with the above, ensure internal visibility of the plans and how the business can help achieve them
- Create and manage customer relationship maps
- Ensure Enterprise & Major customer RAGs are updated and maintained inline with the agreed process
- Inline with the above attend internal RAG reviews for Amber & Red customers and own the action plans
- Be part of the customer escalation process providing communications where needed & appropriate
- Identify potential growth and upsell opportunities for customers and pass to the Sales team to deliver
- Liaise with finance team on billing issues; notice periods; ad hoc invoicing queries
- Liaise with the wider Customer Experience team to ensure everyone is aligned and aware of customer updates
- Update system documentation to ensure accurate customer records are maintained that can be used by all of the business
- Support the wider team with knowledge and support on challenging customers

Career Progression and Development

- Recognition as a key part of the team that continues to deliver significant global growth - feel and see the impact of your individual contributions
- Opportunity to learn from working alongside an experienced management team and market leading clients around the world
- Bi annual performance review and individual career development plan

Key Skills and Competencies

The Ideal candidate will have

- 3-5+ years experience in Customer Success or Customer Service roles is essential for this role.
- Ability to build and maintain strong customer and business relationships
- A love for working with people and finding out how they work
- Excellent communication and interpersonal skills
- Good conflict resolution and problem-solving skills
- Ability to take ownership and follow-through
- Strong organisational skills with the ability to prioritise
- Ability to handle multiple tasks at the same time
- Strong technical skills and ability to adapt to new software and systems quickly
- Experience in hospitality or food industry is preferred but not essential

Most Importantly

Being a people-focused Company, it’s not just about the role, we are equally interested in you, both in terms of your career and as a person. Everything we do here at Nutritics is with a focus on “team first” and our core values are real – they are driven by our CEO and are strongly held by everyone working here. These values of Team First, Open Communication, No Ego, Integrity and The Rocket e allow us to be proud of what we do, help people to develop and retain our excellent culture. We want our team to look forward to coming to work every day and this drives our culture and outlook.

Working with Nutritics

- 25 days annual leave (plus public holidays)
- Training & Development Programmes
- Excellent work life balance policies - Summer hours, Enhanced parenting leave options etc.
- Generous personal Health & Wellbeing budget
- An excellent remuneration package
- Unparalleled opportunities to a rewarding & diverse career path
- An experienced knowledgeable peer group

Location and Hours of Work

This position is a hybrid role with travel to your local office required on a regular basis. This role will ideally be based in the UK. The candidate will be required to attend their local office at least every two weeks (London for our UK team).

Additionally this role requires regular travel for customer related meetings. Travel to the Irish office will also be required at times. The candidate will be expected to work a minimum 37.5 hour week. We work Monday to Friday with flexibility around start and finish times as long as core hours are covered.

Questions

Choice questions (type answer - YES/NO):

1. Are you legally authorised to work in either the UK/Ireland

2. If your eligibility is tied to a work permit, when does it expire?

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