As Software Account/Customer Success Manager based at Stratford, East London, E15, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing:

The FPS Account/Success Manager (FPSAM) will be responsible to provide account management, product triage support, ad-hoc product training, and coaching to current customers for our customer, a globally recognised provider of high-quality automotive products and services. This will be accomplished by nurturing established relationships based on identifying the customer’s needs, concerns, or issues, understanding the business/fleet operations through a strong understanding of our client’s product offering, high emotional intelligence, and excellent customer management skills.

The FPSAM will provide product knowledge and expertise, sharing best practice examples to drive adoption and utilization in using the product to gain operational efficiencies and/or cost benefits. The FPSAM will deliver engaging customer support to a wide spectrum of audiences including customers, internal stakeholders, or Dealers. This position is a Single Point of Contact for customers to address in-market customer needs about the product value and technical issue management. The FPSAM will be responsible to ensure the health of the customers by addressing product, billing, and technical needs on a timely basis. Customer interaction will be accomplished through a combination of channels including inbound/outbound phone, email, and video sessions. In this role the FPSAM is empowered to provide first class customer interactions, recognising, and adjusting communication approach to cultural and market differences.

During a Typical Day, You’ll:

• Provide an exceptional customer experience with focus on building a relationship of trust and knowledge with efficient and effective ownership of the contact, via scheduled and documented video sessions.
• Act as a resource of all product knowledge and technical support for the customer.
• Actively listening to the customer, whilst carrying out customer support duties for the customer, providing ad-hoc product coaching and upskilling when required in a professional and efficient manner.
• Act as a single point of contact for the customer, liaising between customer and product owners for information and/or the product technical support teams for problems or issues.
• Using product knowledge and insight gained through experience to troubleshoot and triage customer support requests, establishing the relevant facts and offering appropriate solutions to customers. Where necessary creating and owning a support ticket – keeping the customer updated on status and outcome, documenting, and escalating to the relevant support team escalation manager and/or FPS Operations Manager proactively updating customers on problem status, liaising with support teams and escalating issues as appropriate.
• Reviewing tickets that appear to show trends or common threads to ensure that local/global issues are raised and highlighted as soon as possible to the relevant technical support team.
• Effectively manage and resolve all Customer support interactions or contacts, engaging with the Customer, following processes in a professional and timely manner whilst meeting or exceeding any performance metrics.
• Responsible for handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs, returning all phone messages promptly and follow up with customers as committed.
• Responsible for handling emails and live chats, returning all email messages promptly and follow up with customers as committed.
• Focus on increasing product adoption and revenue, as well as proactively managing churn results and customer satisfaction.
• Support our client’s invoicing and collections process.
• Tenacity to deliver updates and outcomes for customers in a timely manner, balancing the quality of the Customer experience with the Customer needs, documenting, and escalating unresolved issues to the relevant support team escalation manager and/or FPS Operations Manager.
• Exhibit strong follow up and organisational skills, in both verbal and written communication.
• Responsible for resolving customer issues using all available resources, including Technical Support Colleagues/Teams, Product Owners/Managers, Subject Matter Expert’s, Sales Managers/Sales Support Managers, Key Stakeholders.
• Responsible for documenting all customer questions, issues or concerns using CRM tool
• Ability to meet specified goals as set by management.
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.
• Under direction of Line Manager, assist in support and coaching, buddying colleagues, and new starters.
• Achieve or exceed Key Performance Indications (KPI’s) commensurate with the role.
• Share insights into improving the Customer Experience or any other aspects of the operation, discussing these with their Line Manager.
• Ad-hoc tasks and projects as directed by Line Manager.
• Attend and participate in Team meetings, engaging with colleagues across the business.
• Interact with the Percepta and Client Team as required to drive operational excellence.
• Adhere to, and support all Percepta and Business Partner quality initiatives, systems, procedures, and policies.
• Communicate and generate enthusiasm and commitment for a positive work environment that fosters Team performance by being a team player.
• Complete training courses as directed by Line Manager and take ownership for own career development.

What You Bring to the Role:

• Fluency in English and Spanish to minimum C1/C2 level.
• Secondary School qualifications or similar: GCSE/O Grades/N/SVQ’s Level 1&2.
• Practiced Contact Centre / Customer Service experience preferred, any transferrable experience considered.
• Proficient experience of CRM or other Customer databases and software.
• Proven experience working with various databases, MS Office, any CRM software, and Telephony systems.
• Practiced experience coordinating multiple projects at one time.
• Passionate about the Customer Experience, willing to go the extra mile to help.
• Problem solving skills.
• Excellent written, verbal, listening, interpersonal and soft skills.
• Strong empathy along with an awareness of Customer/User loyalty drivers.
• Ability to work well with all levels of the organization.
• Excellent organisational, time management and strong problem-solving skills.
• Logical thinker.
• Professional maturity, willing to own responsibility and accountability.
• Emotionally intelligent, intellectually curious.
• Proven ability to work in a fast-paced environment.
• Works well independently and in a Team environment.
• Ability to multi-task and build effective, positive relationships.
• Adaptable and flexible.

Other

• Hours of operation can vary by program and by market operational requirements.

What You Can Expect:

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
• Life Assurance 4 x annual salary.
• Contributory pension scheme.
• Private Medical Insurance.
• Comprehensive travel insurance for you and family in line with Scheme rules.
• Discounted dental scheme.
• Discounts on brand new vehicles.
• Employee Assistance Program (EAP).

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.