Customer Complaints Manager jobs in Bristol

About the role

Our Customer Success Managers (CSMs) play a critical role in the ongoing management of our customer relationships. As a CSM your focus will be on ensuring that our customers are wildly successful throughout their journey with Zellis.

You'll work proactively with a key set of customer accounts with a focus on ensuring that the customer is gaining their desired business outcomes. By operating as a trusted advisor and primary contact point, you'll be responsible for the end-to-end customer experience and overall success of the relationship. You'll represent the Voice of the Customer to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success. Where the customer partnership needs to be improved you'll be required to implement and deliver on success plans to bring this back on track. By ensuring our customers are successful, it is expected that you can drive customer advocacy activities and loyalty.

You'll report to the Customer Success Lead in the Commercial Customer Success team and work alongside our customer facing teams. This is a fully remote role, but there will be some travel required to our Peterborough offices.

Key responsibilities include:

• Proactive outreach and regular meetings with your customers.
• Ensuring fantastic relationships across your nominated customer accounts.
• Developing a wider range of stakeholder relationships within the customer accounts you are responsible for.
• Leading Quarterly Business Reviews focused on Business Outcomes and Value.
• Being the Voice of the Customer to represent customer sentiment and ensuring internal alignment in delivery business value and objectives.
• Improving product adoption through identification of gaps, discussion, coaching and ensuring the right collateral and enablement is provided to the customer.
• Proactively managing your account list and reporting on customer health to senior stakeholders within Zellis.
• Creating and driving Success Plans where value is not being achieved.
• Identifying and nurturing areas for cross-sell and up-sell to provide additional value within the customer account.
• Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving fantastic service from Zellis.
• Active involvement in customer surveys, e.g. NPS with appropriate management and customer follow up.

Skills & experience

• A strong customer-first attitude and experience of customer relationship management.
• A strong communicator at all levels, from operational through to C-level.
• Effective stakeholder management, both internal and external.
• Highly organised with the ability to own and control a customer account.
• A results-driven individual who is commercially astute.
• The ability to have business-based discussions focused on business value.
• Strong presentation skills and the ability to present to a wide audience at all levels.
• Capable of working under pressure and to measurable KPIs.
• The ability to improve product adoption through identification of gaps, discussion, coaching and ensuring the right collateral is provided to the customer.
• The ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer.

Benefits & culture

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We’re proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

• Unstoppable together.
• Always learning.
• Make it count.
• Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR& Payroll software and services.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

• A competitive base salary, plus cash car allowance.
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension scheme with company contributions up to 8.5%.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.