Customer Success Manager

Newcastle upon Tyne - £25,000 - Full Time

This job is now closed

Introduction

Erudus is a SaaS business that is fast becoming the go-to source of data for the food industry. We’re a growing company looking to expand and are currently recruiting for a Customer Success Manager to contribute to our bright future.

This newly created position offers a fantastic opportunity for the successful candidate to shape and define the future role. So if you're eager to kick-start your career in the intersections of food and technology, this is an exceptional opportunity to become an integral part of a thriving team.

The Customer Success Manager will play a pivotal role in maintaining and expanding client relationships.

This is a collaborative position in which the successful candidate will work alongside departments across the whole business, and whilst experience in customer facing roles is welcome, enthusiasm, motivation and a customer focused approach will be prioritised during the recruitment process.

About Erudus

Erudus is becoming the industry’s go-to source for food data. Working with Manufacturers, Wholesalers, Caterers and Retailers, our platform provides all the accurate allergy, nutrition and technical product data those in the foodservice industry need, in one easy-to-access place.

Our data pool helps our customers respond and comply to changes in legislation, and increasingly complex consumer needs, whilst our range of tools and solutions uses the latest technology to make life easier for businesses eager to become more efficient, as well as more innovative.

Role Overview

Erudus seeks a dedicated customer-focused Customer Success Manager to join our dynamic team. The sucessful candidate will be instrumental in maintaining and expanding client relationships, ensuring customer satisfaction, and achieving our business objectives and goals. At Erudus, our Customer Success Manager(s) is the face of the company, reflecting our commitment to our customers by being accessible, dependable, and always keeping our promises.

Key Responsibilities:

• Serve as the primary point of contact for our Wholesaler customer base.
• Promote data best practices and ensure Erudus remains current by gathering feedback and suggestions from wholesalers.
• Identify opportunities to upsell and cross-sell Erudus products, solutions, and services.
• Expand the Erudus Data Net by seeking and growing third-party integration partners.
• Reduce technical debt by increasing reliance on Erudus data/API.

Requirements

Key Skills:

Communication Skills: Excellent verbal and written communication abilities; ability to explain analytical and complex topics.

Relationship Management: Strong ability to build and maintain long-lasting relationships both with our external customers and internal collegues; practical networking skills.

Problem-Solving Skills: Analytical and creative thinking to address client challenges and provide effective solutions.

Sales and Negotiation Skills: Persuasive abilities to up/cross-sell products and services; negotiation skills to reach beneficial agreements.

Organisational Skills: Proficient in managing multiple accounts and projects; excellent time management and cross-departmental collaboration.

Analytical Skills: Ability to analyse data for decision-making and track account performance.

Team Collaboration: Strong team player with conflict-resolution skills. Customer Service Orientation: Commitment to exceptional service and support; empathetic approach to client needs.

Brand Ambassadorship: Represent and promote the Erudus brand positively; reinforce our core values externally.

Education

A Level or college equivalent education desirable in Customer Service or Business

Experience

Experience (internships, undergraduate work experience, and graduate assistantships) in related role(s) is advantageous but not essential. We welcome candidates who demonstrate a strong willingness to learn in post and grow into the role.

Benefits

• Working hours Monday-Friday
• Hybrid Working - Minimum 3 days in the office and up to 2 days per week to work from home (optional).
• 33 days annual leave including Bank Holidays
• 5% Contributory pension, with one-off payments related to tenure
• Group Life Protection (Death in Service)
• Paid time off on your Birthday!
• Christmas Close Down - an extra 3 days of annual leave between Christmas and New Year!
• Employee Private Health Care, including: Virtual GP (Via mobile app), Employee Assistance Program / Mental Health Helpline and optional extension to Partner/Family members
• Employee Private Dental Care - can be extended to Partner/Family members
• £30 per month towards a gym membership (alternative to Private Health and Dental Care)
• Personal Development Fund - £300 per annum
• Corporate Travel Card Loans
• Free Onsite Car Parking
• Discounted food from local foodservice companies
• Bike to work scheme
• Free tea, coffee, milk and and a selection of softdrinks
• 2 x paid volunteering/charity days per year
• Free eye test voucher + Free pair of glasses or £49 towards glasses
• Childcare benefits include savings for parents through a workplace nursery
• Social Gatherings & Celebrations
• Occasional Free Food via surplus ‘Photography Samples'