Senior Customer Success Manager

WhatYouWillDoAs a Senior Customer Success Manager for ShopperTrak, you will play a key role in driving customer satisfaction, retention, and long-term value across strategic customer accounts. Working with major retailers, shopping centres and luxury brands, you will act as a trusted advisor, ensuring customers achieve maximum value from Johnson Controls solutions. You will collaborate closely with Sales, OperationsandServiceteamstodeliveroutstandingcustomerexperiences,supportbusinessobjectivesandidentifyopportunitiesforgrowth.ThisisahybridrolewithregulartraveltocustomersitesacrosstheUK.WhatWeOffer•Competitivesalaryplusbonusplan•25daysholidayplusbankholidays•Privatehealthcare•Pension•Lifeinsurance•EmployeeAssistanceProgram•Employeereferralscheme•Employeediscounts•CycletoWorkscheme•DiscountsonJohnsonControlsproducts•Trainingandcareerdevelopmentopportunities•Supportive,collaborativeandsafety-drivencultureHowYouWillDoIt•Manageanddeveloprelationshipswithkeycustomeraccountsastheprimarycustomersuccesscontact.•Buildastrongunderstandingofcustomergoals,operationalrequirementsandbusinesschallenges.•Drivecustomeronboarding,adoption,retentionandsatisfactioninitiatives.•CollaboratewithSales,Operations,ServiceandProjectteamstodeliveraseamlesscustomerexperience.•Monitorserviceperformance,customerhealthmetricsandaccountactivity.•Identifyrisks,trendsandimprovementopportunities,implementingcorrectiveactionswhererequired.•Leadcustomerreviewmeetings,businessupdatesandserviceperformancediscussions.•Resolvecustomerissuesandescalations,ensuringtimelyandeffectiveoutcomes.•MaintainaccuraterecordsusingCRMplatformsandreportingtools.•Supportforecasting,accountplanningandcontinuousimprovementactivities.•Identifyopportunitiesforaccountgrowthandsupportcommercialdiscussions.WhatWeAreLookingForRequiredProvenexperienceinCustomerSuccess,AccountManagement,ServiceManagementorasimilarcustomer-facingrole.Experiencemanagingstrategicorenterprisecustomerrelationships.Peoplemanagementorteamleadershipexperience.Strongstakeholdermanagementandrelationship-buildingskills.Excellentcommunication,presentationandinfluencingabilities.Demonstratedabilitytoresolvecomplexcustomerissuesanddeliverpositiveoutcomes.Commercialawarenesswithanunderstandingofcustomerretentionandgrowthstrategies.Stronginterestintechnology,AIanddata-drivensolutions.ExperienceusingCRMsystemsandcustomerreportingtools.Stronganalytical,organisationalandproblem-solvingskills.WillingnesstotravelacrosstheUK.BeneficialExperiencewithintheretailsectororastrongunderstandingofretailenvironments.Knowledgeofcustomersuccessmethodologiesandbestpractices.Familiaritywithforecasting,serviceplanningandcommercialaccountreviews.#LI-SB1SummaryLocation: Sunbury-on-Thames-Surrey-United KingdomType: Full time