Customer Success Manager

About the role

We have an exciting opportunity to join CDS as a Customer Success Manager within our Client Services function. The primary focus of this exciting, multi-faceted role is to lead the onboarding efforts of new clients. You’ll own the critical first touchpoints of the customer lifecycle, serving as project management and implementation lead throughout onboarding. As a secondary function of this role, you’ll deliver excellent, sector-leading client service to key customers utilising specific CDS systems, services, and resources. This will typically consist of Outbound Communications, Transactional Print, Print Management, and supporting our Content Services team.

You’ll be responsible for the overall success of onboarding projects, taking ownership of recommending strategies to meet customer business requirements, developing detailed project plans, troubleshooting technical issues, and ensuring systems are running smoothly.

You'll work closely with Operational & Project Management colleagues and the client-facing and commercial teams who will ultimately take over the day-to-day servicing of the client after successful implementation and onboarding.

Your day-to-day…

• Acting as client liaison for processing client projects and jobs externally with our suppliers, and internally with agency departments and key client contacts.
• Receiving and qualifying client briefs, briefing our design and print teams and articulating the client’s requirements.
• Attending or facilitating client conference calls and meetings; acting as a business advisor on the requirements for implementing new client mandates and client change. You’ll provide progress updates to clients in the spirit of transparency and collaboration.
• Be the key contact during the onboarding life cycle to ensure a successful implementation and high customer satisfaction.
• Monitor and drive client adoption of CDS services and identify opportunities for improved customer experience.
• Maintaining contact with clients and suppliers on a regular basis and supporting account teams in building strong relationships.
• Attending client service meetings to review contractual service levels and explore opportunities with clients regarding value-add activities.
• Performing post-implementation reviews and feedback sessions with clients. Ensuring systems/workflows are accessible and perform as designed, interactions with Client Services are optimal, and any friction is removed from the process.

About CDS

CDS is an agency that enables strategic change in organisations. We help clients create, develop and deliver better services to meet the evolving needs of customers, employees and citizens.

Our experts specialise in technical enablement, operational transformation, experience transformation and business process outsourcing. We improve outcomes by resolving complex insight, digital, data, technology and print challenges.

Consequently, many of the largest, most complex organisations trust CDS to provide solutions that improve health, wealth and safety in the UK. For example:

• Digitally transforming the ability to report crime online for UK police forces.
• Building a new digital platform for the regulator Social Work England.
• Providing behavioural analysis and insight to drive EE's evolving digital and customer service offering and delivering marketing and operational print management services to the Ministry of Defence

Our clients include National Rail Enquiries, the Cabinet Office, Bank of England, Open University and Insight Investments. We also work with global brands, including Coca Cola, McDonald’s and Microsoft.

Together with our parent company, Bailie Group, CDS is positioned as a leader in enabling change. We are a multi-award-winning agency recognised by the industries we serve and our peers for our innovations and contributions that truly make a positive difference.

Responsibilities

We are looking for someone who can…

• Become the expert on client’s business objectives, marketing goals, pain points, and overall organisational structure to ensure the CDS services offered bring value to the client in the right ways.
• Project and time manage client work in conjunction with other business areas to achieve the client’s objectives in an efficient and timely manner, ensuring that all operational and transactional tasks are comprehensively considered and completed.
• Support implementation project plans, manage rollouts, and ensure deliverables are on budget.
• Build and deliver excellent client relationships measured by Net Promoter Score.
• Use relationships with clients to create advocacy within your portfolio to drive testimonials, case studies, and references, to create new business opportunities.
• Effectively managing client satisfaction and issues to full and effective resolution, including management of key support areas across the business.
  

Requirements

The role requires you to demonstrate a good level of experience in working within the Communications sector - Print, Design, Content and Creative Services. We are looking for someone with real ability to join this vibrant team.

• Able to manage expectations and complexity and are comfortable with navigating grey areas to solve customer problems
• Can manage your time across multiple customers and projects to meet aggressive timelines
• A track record of Project Management success, with the discipline and experience of onboarding new clients and client change within an agency environment
• Strategic thinker with problems solving skills
• Knowledge of Print Management, Outbound Communications, Transactional Print and Creative (including taking a brief and ensuring our creative team understands the client’s requirements). The role will expand to include future Digital services
• Passionate for knowledge, as this is a fast-paced, constantly evolving consumer-driven/technology-driven market
• A strong, honest communicator who possesses excellent verbal, listening and written skills
• Experienced in working with high-profile clients
• Eager to build relationships with clients, suppliers and colleagues alike
  

Vetting

Due to the nature of this role and the business, you will need to either currently hold UK Government clearance to a minimum of SC level or be able to undergo and maintain this level of clearance.

In return

• Attractive base salary
• 25 days holiday + public holidays
• Company pension and life assurance scheme
• Medicash health plan – online GP access, support services & discounted gym membership
• Complimentary fruit, coffee, tea, and Friday drinks at the office
• Wellbeing events/services in Leeds office
• Cycle to work scheme
• Season pass loan for rail & bus travel
• A business focused on professional development and personal growth opportunities
• Smart, engaged co-workers and a culture of inclusion, innovation, and opportunity
  

Our inclusive culture

CDS positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us.