At Flui Technologies we are all about progression and constantly challenging and developing ourselves as individuals and as a company. We have been providing business critical solutions to customers in the utilities sector for over 20 years. We deliver scalable and reliable transactional, data handling and analytics solutions. As a company we are committed to meeting and exceeding our customers' expectations such that we are the first choice for continuing to provide services to them in the long term. We champion 'Growth from Within', both for individuals to challenge themselves to grow, seize opportunities and enjoy continuous development, whilst also investing in our demonstrable talent as the future leaders of our business and industry. Flui Technologies is part of the Jonas Software Operating Group within Constellation Software Inc. The Jonas Group are the leading provider of enterprise full-service software solutions to a number of vertical markets including the following hospitality focused industries: Education, Foodservices, Leisure, Club, and Attractions. Jonas has over 60,000 customers, in over 17 countries worldwide. Jonas' focus is on creating long term relationships with our customers and ensuring we meet and exceed their software and service needs. WHAT YOU'LL BE DOING Reporting to the Delivery, Quality and Control Manager, the QA Test Lead will play a key role within our Research, Development, and Product function. We are seeking a dedicated and proactive individual with a passion for quality to take on this rewarding and dynamic role. As QA Test Lead, you will oversee the testing lifecycle across projects, providing leadership and direction to the test team to ensure delivery of high-quality products that align with customer expectations. This role is integral to maintaining software excellence and upholding testing best practices. You will collaborate closely with Product Managers and Product Owners to review and translate business requirements into effective test strategies, contributing to the overall success of our development initiatives. ROLE RESPONSIBILTILES Key Responsibilities: Responsibilities will include: Collaborate with Product Managers and Product Owners to gain a thorough understanding of business and functional requirements Lead and organise the junior QA team across multiple projects, prioritising tasks and delegating work effectively to meet deadlines Monitor and track testing progress, identifying and resolving blockers to ensure timely delivery Serve as the first point of escalation for the junior QA team, providing guidance and support on complex issues Partner with Product Managers to triage and investigate production issues, ensuring swift resolution Prepare comprehensive test reports and present findings to senior stakeholders Identify skill gaps within the QA team and collaborate with management to support professional development and training initiatives Develop and maintain test scripts based on detailed business requirements and user stories Create, manage, and update test data to support various test scenarios Execute test cases, accurately document results, and maintain evidence within the project management system Log, track, and verify defects in the project management tool, including documenting fixes and collaborating with developers to validate resolutions Work closely with development teams to clarify bug behaviour and expected outcomes Manage and prioritise tasks across concurrent projects, ensuring efficient use of time and resources Maintain flexibility to work on multiple projects simultaneously in a fast-paced, deadline-driven environment. Key Skills & Experience: Knowledge of the industry in which Flui operates (Utility industry market messaging and orchestration/Smart meter messaging and management/DCC Adaptor) is essential for this role as is the willingness to adapt and stay current with continuing industry change Extensive experience in Software Testing Experience of hiring, mentoring and developing a QA team Experience of being a first point of contact for clients and stakeholders Experience in developing comprehensive Test Plans for Software Projects Experience in creating and presenting QA reports to management Experience in manual testing of mobile, web and desktop applications Knowledge of the software development lifecycle Understanding in black box test techniques Experience of QA tracking systems such as Azure DevOps or similar Experience of producing test cases, test scripts, and test data based upon business requirements Microsoft Office experience, particularly Excel and Word Intermediate experience in using SQL. Personal Attributes: Leadership Skills: Confident leading a team, delegating tasks, and mentoring junior testers effectively Detail-Oriented: Demonstrates precision and accuracy in testing activities, ensuring high-quality deliverables Analytical Thinker: Strong problem-solving skills with the ability to break down complex issues into manageable components Proactive Attitude: Takes initiative to identify potential issues and suggest improvements before they become problems Excellent Communicator: Able to convey technical concepts clearly to both technical and non-technical stakeholders Customer-Focused: Keeps the end-user experience top of mind when designing and executing test cases Adaptable: Thrives in dynamic environments and adjusts quickly to shifting priorities or changes in project scope. Other desirable but not essential experience: Advanced Software Testing qualification (above ISTQB Foundation) Understanding of test automation frameworks Experience of liaising with stakeholders regarding production issues. WHY JONAS SOFTWARE? Be part of a dynamic and innovative global organisation Competitive compensation and benefits package Opportunities for career growth within our expansive portfolio Join a collaborative environment that champions diversity, equity, and inclusion, creating a space where everyone can excel. WHAT OUR EMPLOYEES SAY ABOUT US See what our employees say about us in the highlights video from our Jonas Annual Business Awards 2023 and our 'Every Person Matters' video from our Jonas Annual Business Awards 2024 ADDITIONAL INFORMATION LOCATION Remote (ability to travel, sometimes at short notice) The position is based in the UK SALARY BENEFITS 25 days annual leave 10 days rolling sick plan, including extended illness pay Pension 5% EE and 4% ER (increases after 3 years to a max of 6%) Life Assurance 4x base salary Private Health Insurance Option to join the CSI Employee Share Purchase Scheme Personal Travel Insurance Cycle to Work scheme Discounted gym membership Discounted high street retailer scheme. MUCH MORE THAN A BENEFIT Internal Mentor programme Employee Assistance Program (EAP) and Mental Health First Aiders to support you Jonas Europe & Jonas Global networking events (JABAs, GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group. OUR DEIB COMMITMENT Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated! We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities, and LGBTQ+ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone. FLEX WORKS CULTURE Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees' wellbeing and helps to provide great places to work. For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours. Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can't promise to give you exactly what you want, but we do promise not to judge you for asking. Business Unit: Flui Tech - UK Scheduled Weekly Hours: 37.5 Job Description: QA Test Lead ABOUT US At Flui Technologies we are all about progression and constantly challenging and developing ourselves as individuals and as a company . click apply for full job details
Jul 05, 2025
Full time
At Flui Technologies we are all about progression and constantly challenging and developing ourselves as individuals and as a company. We have been providing business critical solutions to customers in the utilities sector for over 20 years. We deliver scalable and reliable transactional, data handling and analytics solutions. As a company we are committed to meeting and exceeding our customers' expectations such that we are the first choice for continuing to provide services to them in the long term. We champion 'Growth from Within', both for individuals to challenge themselves to grow, seize opportunities and enjoy continuous development, whilst also investing in our demonstrable talent as the future leaders of our business and industry. Flui Technologies is part of the Jonas Software Operating Group within Constellation Software Inc. The Jonas Group are the leading provider of enterprise full-service software solutions to a number of vertical markets including the following hospitality focused industries: Education, Foodservices, Leisure, Club, and Attractions. Jonas has over 60,000 customers, in over 17 countries worldwide. Jonas' focus is on creating long term relationships with our customers and ensuring we meet and exceed their software and service needs. WHAT YOU'LL BE DOING Reporting to the Delivery, Quality and Control Manager, the QA Test Lead will play a key role within our Research, Development, and Product function. We are seeking a dedicated and proactive individual with a passion for quality to take on this rewarding and dynamic role. As QA Test Lead, you will oversee the testing lifecycle across projects, providing leadership and direction to the test team to ensure delivery of high-quality products that align with customer expectations. This role is integral to maintaining software excellence and upholding testing best practices. You will collaborate closely with Product Managers and Product Owners to review and translate business requirements into effective test strategies, contributing to the overall success of our development initiatives. ROLE RESPONSIBILTILES Key Responsibilities: Responsibilities will include: Collaborate with Product Managers and Product Owners to gain a thorough understanding of business and functional requirements Lead and organise the junior QA team across multiple projects, prioritising tasks and delegating work effectively to meet deadlines Monitor and track testing progress, identifying and resolving blockers to ensure timely delivery Serve as the first point of escalation for the junior QA team, providing guidance and support on complex issues Partner with Product Managers to triage and investigate production issues, ensuring swift resolution Prepare comprehensive test reports and present findings to senior stakeholders Identify skill gaps within the QA team and collaborate with management to support professional development and training initiatives Develop and maintain test scripts based on detailed business requirements and user stories Create, manage, and update test data to support various test scenarios Execute test cases, accurately document results, and maintain evidence within the project management system Log, track, and verify defects in the project management tool, including documenting fixes and collaborating with developers to validate resolutions Work closely with development teams to clarify bug behaviour and expected outcomes Manage and prioritise tasks across concurrent projects, ensuring efficient use of time and resources Maintain flexibility to work on multiple projects simultaneously in a fast-paced, deadline-driven environment. Key Skills & Experience: Knowledge of the industry in which Flui operates (Utility industry market messaging and orchestration/Smart meter messaging and management/DCC Adaptor) is essential for this role as is the willingness to adapt and stay current with continuing industry change Extensive experience in Software Testing Experience of hiring, mentoring and developing a QA team Experience of being a first point of contact for clients and stakeholders Experience in developing comprehensive Test Plans for Software Projects Experience in creating and presenting QA reports to management Experience in manual testing of mobile, web and desktop applications Knowledge of the software development lifecycle Understanding in black box test techniques Experience of QA tracking systems such as Azure DevOps or similar Experience of producing test cases, test scripts, and test data based upon business requirements Microsoft Office experience, particularly Excel and Word Intermediate experience in using SQL. Personal Attributes: Leadership Skills: Confident leading a team, delegating tasks, and mentoring junior testers effectively Detail-Oriented: Demonstrates precision and accuracy in testing activities, ensuring high-quality deliverables Analytical Thinker: Strong problem-solving skills with the ability to break down complex issues into manageable components Proactive Attitude: Takes initiative to identify potential issues and suggest improvements before they become problems Excellent Communicator: Able to convey technical concepts clearly to both technical and non-technical stakeholders Customer-Focused: Keeps the end-user experience top of mind when designing and executing test cases Adaptable: Thrives in dynamic environments and adjusts quickly to shifting priorities or changes in project scope. Other desirable but not essential experience: Advanced Software Testing qualification (above ISTQB Foundation) Understanding of test automation frameworks Experience of liaising with stakeholders regarding production issues. WHY JONAS SOFTWARE? Be part of a dynamic and innovative global organisation Competitive compensation and benefits package Opportunities for career growth within our expansive portfolio Join a collaborative environment that champions diversity, equity, and inclusion, creating a space where everyone can excel. WHAT OUR EMPLOYEES SAY ABOUT US See what our employees say about us in the highlights video from our Jonas Annual Business Awards 2023 and our 'Every Person Matters' video from our Jonas Annual Business Awards 2024 ADDITIONAL INFORMATION LOCATION Remote (ability to travel, sometimes at short notice) The position is based in the UK SALARY BENEFITS 25 days annual leave 10 days rolling sick plan, including extended illness pay Pension 5% EE and 4% ER (increases after 3 years to a max of 6%) Life Assurance 4x base salary Private Health Insurance Option to join the CSI Employee Share Purchase Scheme Personal Travel Insurance Cycle to Work scheme Discounted gym membership Discounted high street retailer scheme. MUCH MORE THAN A BENEFIT Internal Mentor programme Employee Assistance Program (EAP) and Mental Health First Aiders to support you Jonas Europe & Jonas Global networking events (JABAs, GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group. OUR DEIB COMMITMENT Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated! We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities, and LGBTQ+ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone. FLEX WORKS CULTURE Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees' wellbeing and helps to provide great places to work. For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours. Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can't promise to give you exactly what you want, but we do promise not to judge you for asking. Business Unit: Flui Tech - UK Scheduled Weekly Hours: 37.5 Job Description: QA Test Lead ABOUT US At Flui Technologies we are all about progression and constantly challenging and developing ourselves as individuals and as a company . click apply for full job details
Head of Customer Success - Value Enhancement page is loaded Head of Customer Success - Value Enhancement Apply locations Remote - UK Vesta time type Full time posted on Posted 14 Days Ago time left to apply End Date: July 31, 2025 (30+ days left to apply) job requisition id R45507 Job Description: Head of Customer Success - Value Enhancement - Greycon Software Ltd UK Location: Remote About Greycon: Greycon Software Ltd., established in 1985 and part of the Vesta Software Group since 2019, is a global leader in providing specialized supply chain planning, optimization, scheduling, and Manufacturing Execution Systems (MES). We serve roll-based and flat-sheet manufacturing industries, including Paper & Board, Metals, Nonwovens, Plastic Films & Flexible Packaging, Converting, and Printing. Our solutions, like the industry-leading X-Trim (Trim Optimization) and GreyconMill (MES), are critical to operations in over 500 plants across more than 45 countries, helping manufacturers reduce waste, improve efficiency, and enhance visibility. Role Overview: We are seeking a strategic and results-oriented Customer Success Senior Manager to build, lead, and develop a new, dedicated Customer Success Management (CSM) team from the ground up. This is a pivotal role focused on driving significant revenue growth from our existing industrial manufacturing customer base, specifically those utilizing our X-Trim and GreyconMill software solutions. The primary mandate is to maximize Net Revenue Retention (NRR) and expansion revenue through proactive renewal management, securing value-based uplifts, and identifying and executing upsell/cross-sell opportunities. You will be instrumental in shaping our customer success strategy for growth and ensuring our customers achieve maximum value from their investment in Greycon technology. Key Responsibilities: Team Leadership & Development: Recruit, hire, onboard, train, mentor, and manage performance for a new team of high-caliber CSMs focused on growth targets. Foster a collaborative, results-driven, and customer-centric team culture. Growth Strategy & Execution: Design, implement, and refine the customer success strategy specifically aimed at increasing NRR, driving renewal uplifts, and generating expansion revenue (upsell/cross-sell) within the X-Trim and GreyconMill customer segments. Develop and maintain playbooks for key engagement points (e.g., value realization, QBRs, renewal negotiation, expansion identification). Performance Management & Reporting: Define, track, and report on key performance indicators (KPIs) including NRR, expansion revenue, renewal rates, uplift percentage, product adoption, customer health scores, and churn. Communicate performance and insights effectively to senior leadership. Cross-Functional Collaboration: Establish and optimize robust collaboration processes and communication protocols with New Business Sales, Technical Support, Key Account Directors (or equivalent), and Product Management teams. Ensure seamless sales-to-CS handoffs and clear rules of engagement for expansion opportunities. Value Realization & Customer Health: Oversee the development and implementation of frameworks to quantify and demonstrate the ROI and value customers achieve with X-Trim and GreyconMill. Monitor overall customer health, manage strategic escalations, and ensure proactive engagement to mitigate risk and identify growth potential. Process & Technology Optimization: Drive the selection, implementation, and adoption of Customer Success technology (e.g., Customer Success Platforms like Gainsight, Totango, ChurnZero) integrated with CRM. Continuously refine CS processes and workflows for efficiency and effectiveness. Drive Product Adoption & Expansion: Lead the team in identifying opportunities to increase customer adoption of key X-Trim and GreyconMill features and proactively uncover and qualify upsell/cross-sell opportunities based on customer needs and value achieved. Customer Advocacy & Feedback: Act as a senior point of contact for key customer relationships and serve as an internal advocate for customer needs, channeling feedback to Product and other relevant teams. Required Qualifications: Proven experience (5+ years) in B2B SaaS Customer Success, Account Management, or a related field, with demonstrable experience in a leadership or management role. Strong commercial acumen with a proven track record of achieving and exceeding targets related to Net Revenue Retention (NRR), expansion revenue (upsell/cross-sell), and renewal management. Experience building, managing, coaching, and developing high-performing teams. Deep understanding of customer success principles, methodologies, and best practices in a B2B software environment. Excellent communication, interpersonal, negotiation, and presentation skills, with the ability to build strong relationships and influence stakeholders at all levels (technical users to C-suite). Strong analytical, strategic thinking, and problem-solving skills; data-driven approach to decision-making. Experience defining, implementing, and optimizing customer success processes and workflows. Proficiency with CRM software (e.g., Salesforce) and Customer Success Platforms (e.g., Gainsight, Totango, ChurnZero). Ability to understand and articulate the value proposition of complex technical software solutions. Preferred Qualifications: Direct experience within the industrial manufacturing sector, particularly roll-based or flat-sheet industries (Paper & Board, Metals, Plastics, Nonwovens, Converting). Experience with Manufacturing Execution Systems (MES), Supply Chain Planning, or Optimisation software. Experience successfully building and scaling a customer success function or team from an early stage. What We Offer: A unique opportunity to build and shape a critical new function within a well-established, global software leader. The chance to make a significant impact on Greycon's growth trajectory and customer success. Collaboration with a highly experienced team and engagement with leading manufacturers worldwide. Competitive salary and benefits package. A dynamic and innovative work environment within the supportive structure of Vesta Software Group. Business Unit: Greycon - London Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Career Site: More About Jonas Software: Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. IS THIS YOU? About Us At Vesta, we have long realised that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world-class service to our valued clients. This allows Vesta Software Group to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy "to be the best, you have to beat the best"; well at Vesta Software Group we have tweaked that slightly to fit vertical market software. We believe to be the best you have to hire and retain the best Vesta Software Group is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at Vesta Software Group is part of a CSI group of companies.
Jul 03, 2025
Full time
Head of Customer Success - Value Enhancement page is loaded Head of Customer Success - Value Enhancement Apply locations Remote - UK Vesta time type Full time posted on Posted 14 Days Ago time left to apply End Date: July 31, 2025 (30+ days left to apply) job requisition id R45507 Job Description: Head of Customer Success - Value Enhancement - Greycon Software Ltd UK Location: Remote About Greycon: Greycon Software Ltd., established in 1985 and part of the Vesta Software Group since 2019, is a global leader in providing specialized supply chain planning, optimization, scheduling, and Manufacturing Execution Systems (MES). We serve roll-based and flat-sheet manufacturing industries, including Paper & Board, Metals, Nonwovens, Plastic Films & Flexible Packaging, Converting, and Printing. Our solutions, like the industry-leading X-Trim (Trim Optimization) and GreyconMill (MES), are critical to operations in over 500 plants across more than 45 countries, helping manufacturers reduce waste, improve efficiency, and enhance visibility. Role Overview: We are seeking a strategic and results-oriented Customer Success Senior Manager to build, lead, and develop a new, dedicated Customer Success Management (CSM) team from the ground up. This is a pivotal role focused on driving significant revenue growth from our existing industrial manufacturing customer base, specifically those utilizing our X-Trim and GreyconMill software solutions. The primary mandate is to maximize Net Revenue Retention (NRR) and expansion revenue through proactive renewal management, securing value-based uplifts, and identifying and executing upsell/cross-sell opportunities. You will be instrumental in shaping our customer success strategy for growth and ensuring our customers achieve maximum value from their investment in Greycon technology. Key Responsibilities: Team Leadership & Development: Recruit, hire, onboard, train, mentor, and manage performance for a new team of high-caliber CSMs focused on growth targets. Foster a collaborative, results-driven, and customer-centric team culture. Growth Strategy & Execution: Design, implement, and refine the customer success strategy specifically aimed at increasing NRR, driving renewal uplifts, and generating expansion revenue (upsell/cross-sell) within the X-Trim and GreyconMill customer segments. Develop and maintain playbooks for key engagement points (e.g., value realization, QBRs, renewal negotiation, expansion identification). Performance Management & Reporting: Define, track, and report on key performance indicators (KPIs) including NRR, expansion revenue, renewal rates, uplift percentage, product adoption, customer health scores, and churn. Communicate performance and insights effectively to senior leadership. Cross-Functional Collaboration: Establish and optimize robust collaboration processes and communication protocols with New Business Sales, Technical Support, Key Account Directors (or equivalent), and Product Management teams. Ensure seamless sales-to-CS handoffs and clear rules of engagement for expansion opportunities. Value Realization & Customer Health: Oversee the development and implementation of frameworks to quantify and demonstrate the ROI and value customers achieve with X-Trim and GreyconMill. Monitor overall customer health, manage strategic escalations, and ensure proactive engagement to mitigate risk and identify growth potential. Process & Technology Optimization: Drive the selection, implementation, and adoption of Customer Success technology (e.g., Customer Success Platforms like Gainsight, Totango, ChurnZero) integrated with CRM. Continuously refine CS processes and workflows for efficiency and effectiveness. Drive Product Adoption & Expansion: Lead the team in identifying opportunities to increase customer adoption of key X-Trim and GreyconMill features and proactively uncover and qualify upsell/cross-sell opportunities based on customer needs and value achieved. Customer Advocacy & Feedback: Act as a senior point of contact for key customer relationships and serve as an internal advocate for customer needs, channeling feedback to Product and other relevant teams. Required Qualifications: Proven experience (5+ years) in B2B SaaS Customer Success, Account Management, or a related field, with demonstrable experience in a leadership or management role. Strong commercial acumen with a proven track record of achieving and exceeding targets related to Net Revenue Retention (NRR), expansion revenue (upsell/cross-sell), and renewal management. Experience building, managing, coaching, and developing high-performing teams. Deep understanding of customer success principles, methodologies, and best practices in a B2B software environment. Excellent communication, interpersonal, negotiation, and presentation skills, with the ability to build strong relationships and influence stakeholders at all levels (technical users to C-suite). Strong analytical, strategic thinking, and problem-solving skills; data-driven approach to decision-making. Experience defining, implementing, and optimizing customer success processes and workflows. Proficiency with CRM software (e.g., Salesforce) and Customer Success Platforms (e.g., Gainsight, Totango, ChurnZero). Ability to understand and articulate the value proposition of complex technical software solutions. Preferred Qualifications: Direct experience within the industrial manufacturing sector, particularly roll-based or flat-sheet industries (Paper & Board, Metals, Plastics, Nonwovens, Converting). Experience with Manufacturing Execution Systems (MES), Supply Chain Planning, or Optimisation software. Experience successfully building and scaling a customer success function or team from an early stage. What We Offer: A unique opportunity to build and shape a critical new function within a well-established, global software leader. The chance to make a significant impact on Greycon's growth trajectory and customer success. Collaboration with a highly experienced team and engagement with leading manufacturers worldwide. Competitive salary and benefits package. A dynamic and innovative work environment within the supportive structure of Vesta Software Group. Business Unit: Greycon - London Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Career Site: More About Jonas Software: Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. IS THIS YOU? About Us At Vesta, we have long realised that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world-class service to our valued clients. This allows Vesta Software Group to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy "to be the best, you have to beat the best"; well at Vesta Software Group we have tweaked that slightly to fit vertical market software. We believe to be the best you have to hire and retain the best Vesta Software Group is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at Vesta Software Group is part of a CSI group of companies.
We are seeking a positive Development Team Leader to take on an exciting role within our busy team. Reporting to the Head of R&D, we are looking for a hands-on leader, who will collaborate with the team to ensure the effective development, support, testing and maintenance of our products. You will have the opportunity to work on the full product life cycle using agile methodologies and will thrive in a fast-paced environment, solving complex problems . JOB RESPONSIBILITIES The role itself is very varied and will entail: Line management and motivation of a team of developers Performance management Escalation management Administration Scrum mastering / team leadership Help remove blockers and impediments for your team Monitor team's progress through tasks and sprints Test and review code for technical accuracy, standards, and functional compliance to the design Facilitate standups, refinement sessions, planning and retrospectives Build effective working relationship with Product Owners Hands-on development in an agile environment Analyse software requirements Identify impact of possible implementation options Design robust and scalable solutions Write unit tests Performance improvement and refactoring of legacy code Work within deadlines in relation to product release timelines, and consistently complete assigned development tasks in required timeframes Create and defend estimates and help the team do the same Follow and contribute to software development processes and standards Become a subject matter expert and technical lead in key nominated areas of our systems To share knowledge and skills with others. JOB QUALIFICATIONS Minimum of 5 years' experience in software application development Software engineering-related degree Excellent knowledge of Object Oriented Programing (C#, .NET, .NET Core) Excellent knowledge of Relational Databases (Microsoft SQL Server) Excellent knowledge of modern IDEs (Visual Studio) Excellent knowledge of version control software, such as SVN or Git. Previous experience in a team lead role Experience of the following: Docker, Kubernetes, Angular Agile/Scrum development process exposure Relevant industry certification. Your Personal Characteristics will include: Enthusiasm for technology, software and leadership Fair , transparent and friendly character Natural leadership, able to rally others around a cause Able to motivate others Keen to learn and share knowledge Excellent communication skills with the ability to explain issues clearly and simply, both orally and in writing Enjoy collaborating to achieve team goals Creative and demonstrates flair Logical and analytical, with a methodical approach to problem-solving Accurate, with high attention to detail Able to remain calm and problem-solve under pressure. Salary will be commensurate with experience and job responsibilities. We offer excellent benefits. Only candidates who are eligible to live and work in the UK need apply. Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. Is This You ? About Us Gladstone is a software company, based in the UK, that provides business critical management software to the fitness and leisure market. A thought leader in this market for over 35 years, we pride ourselves on being innovative with our software to meet the changing industry needs. We partner with operators and owners of leisure centres, sports facilities, universities and health clubs across the UK and Ireland. Over 400 customers and 30,000+ users rely on our software to manage membership, bookings, check-in, security, point of sale and business intelligence every day. Millions of members also benefit from our products by joining, booking and making payments via the web, smartphones or through self-service kiosks twenty-four seven. Our aim is to deliver software that provides a complete multi-channel experience for the leisure industry, to maximise sales revenue and create operational efficiency for our customers. Gladstone Software is an Equal Opportunity Employer If you need special arrangements for a disability at any stage of the application process or want more information on our Equal Opportunities Policy, please contract HR at or call Gladstone Softwareis part of a CSI Group of Companies.
Jun 27, 2025
Full time
We are seeking a positive Development Team Leader to take on an exciting role within our busy team. Reporting to the Head of R&D, we are looking for a hands-on leader, who will collaborate with the team to ensure the effective development, support, testing and maintenance of our products. You will have the opportunity to work on the full product life cycle using agile methodologies and will thrive in a fast-paced environment, solving complex problems . JOB RESPONSIBILITIES The role itself is very varied and will entail: Line management and motivation of a team of developers Performance management Escalation management Administration Scrum mastering / team leadership Help remove blockers and impediments for your team Monitor team's progress through tasks and sprints Test and review code for technical accuracy, standards, and functional compliance to the design Facilitate standups, refinement sessions, planning and retrospectives Build effective working relationship with Product Owners Hands-on development in an agile environment Analyse software requirements Identify impact of possible implementation options Design robust and scalable solutions Write unit tests Performance improvement and refactoring of legacy code Work within deadlines in relation to product release timelines, and consistently complete assigned development tasks in required timeframes Create and defend estimates and help the team do the same Follow and contribute to software development processes and standards Become a subject matter expert and technical lead in key nominated areas of our systems To share knowledge and skills with others. JOB QUALIFICATIONS Minimum of 5 years' experience in software application development Software engineering-related degree Excellent knowledge of Object Oriented Programing (C#, .NET, .NET Core) Excellent knowledge of Relational Databases (Microsoft SQL Server) Excellent knowledge of modern IDEs (Visual Studio) Excellent knowledge of version control software, such as SVN or Git. Previous experience in a team lead role Experience of the following: Docker, Kubernetes, Angular Agile/Scrum development process exposure Relevant industry certification. Your Personal Characteristics will include: Enthusiasm for technology, software and leadership Fair , transparent and friendly character Natural leadership, able to rally others around a cause Able to motivate others Keen to learn and share knowledge Excellent communication skills with the ability to explain issues clearly and simply, both orally and in writing Enjoy collaborating to achieve team goals Creative and demonstrates flair Logical and analytical, with a methodical approach to problem-solving Accurate, with high attention to detail Able to remain calm and problem-solve under pressure. Salary will be commensurate with experience and job responsibilities. We offer excellent benefits. Only candidates who are eligible to live and work in the UK need apply. Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. Is This You ? About Us Gladstone is a software company, based in the UK, that provides business critical management software to the fitness and leisure market. A thought leader in this market for over 35 years, we pride ourselves on being innovative with our software to meet the changing industry needs. We partner with operators and owners of leisure centres, sports facilities, universities and health clubs across the UK and Ireland. Over 400 customers and 30,000+ users rely on our software to manage membership, bookings, check-in, security, point of sale and business intelligence every day. Millions of members also benefit from our products by joining, booking and making payments via the web, smartphones or through self-service kiosks twenty-four seven. Our aim is to deliver software that provides a complete multi-channel experience for the leisure industry, to maximise sales revenue and create operational efficiency for our customers. Gladstone Software is an Equal Opportunity Employer If you need special arrangements for a disability at any stage of the application process or want more information on our Equal Opportunities Policy, please contract HR at or call Gladstone Softwareis part of a CSI Group of Companies.
Support Manager - Cunninghams EPOS Group Cunninghams Epos Group is a leading national company specialising in the design and integration of software solutions for the Retail and Hospitality sectors. Our solutions include extensive Point of Sale capability, Stock Control, Online Table Bookings and Webstores. The company is continuously developing new products, features and functionality to meet the needs of our customers. We have national presence with regional offices in Kent, Birmingham, Bury. With a mission to provide a full suite of solutions to our customers and become the supplier of choice, Cunninghams EPOS Group cherishes brand values of ambition, caring commitment and agility bound to a strong engineering base of technical competence. Position: Reporting to the Operations Manager with responsibility for the day to day management of the Support teams you will provide a consistently high level of support to the business and all clients in line with the defined service level agreements. You will be highly motivated and a self-starter with a passion for Customer Support who enjoys the thrill of working in a challenging environment. The Company promotes a cohesive working environment, where all employees should be prepared to help and assist with the work of teams other than their own, to ensure the best and most efficient service is provided to our customers. This culture enables opportunities for learning and development which should be embraced. Flexibility will be required to work additional and varied hours when needed, and to stay away from home on occasion, with prior notice provided. Job Responsibilities: Strive to achieve defined customer service levels and SLA's, through delivery of effective management of the Customer Support function Track and evaluate service demands and resource patterns to maximise performance Monitor feedback and perform root cause analysis on recurring issues Build relationships with partners to ensure service levels are met and customer expectations are exceeded Developing customer service policies, procedures and standards Develop and introduce procedures that maximise opportunities with clients Build strong customer relationships and attend customer engagement site visits in line with company strategy Ensure that the appropriate escalation processes and procedures are in place and are communicated accordingly Plan and manage resources effectively to provide premium customer service to all clients As necessary, handle customer escalations and the complaint process Produce regular reports and presentations regarding the performance of the Customer Support, use this analysis to identify and drive improvements Attend and contribute to senior management meetings Liaise with other managers on issues affecting the whole Company and develop initiatives and procedures that improve the quality of service not limited to working with the Operations and Professional Services Manager to share resources between the teams Provide customers with support call analysis and recommendations as and when required Identify opportunities where our products can further benefit our customers. People Management: Recruiting, training and developing the Customer Support team, motivating them to reach their full potential Accountable for the performance of the Customer Support team ensuring that key performance indicators are set, clearly communicated and regularly monitored Identify training requirements within the Customer Support team to ensure departmental objectives are met. Previous customer service management is required Job Goals/Metrics ( Targets are subject to change in line with business objectives, any changes will be communicated) Manage department & drive down call costs, where possible to agreed targets (Values, %'s and Ratios) Ensure that Maintenance COGS remain below the agreed target per month (on average)/per lane in the field Drive performance within the Support team towards achieving a Maintenance Ratio of 5:1 and a Hardware Maintenance Ratio of 4:2 or more Provide monthly analysis of software and hardware calls/visits with recommendations and actions for improvement Identify common hardware failures and create a plan to reduce them Develop a succession plan Create and implement training plans for team members Engage in regular customer calls or visits Promote Internally and externally, the resource centre and increase content accordingly Carry out quarterly customer contribution analysis identifying issues and actions to take to improve (examples include: average revenue per call, average revenue per site visit, net contribution) Drive to keep the number of open jobs below agreed target to be set with Operations Manager based on call volume/demand Create a plan for dealing with unexpected peaks in demand. Monitor the Out of Hours on both FM and Quantum to make sure where still offering the best service levels Maintain the data in the CRM/Ticketing system to obtain the best analytics. Maintain an in person approach to the office locations attending on a regular basis. Job Qualifications, Skills & Experience: Proven Customer Service experience Proven ability to deliver clear focused business plans to meet company objectives Track record of delivering an excellent customer focused environment Experience within a software management company and knowledge of the EPOS industry would be advantageous Good time management, prioritisation and organisational skills Excellent interpersonal and communications skills Travel to customer sites and other locations across the UK, including remote locations and sometimes with the need to transport kit/equipment, will be a requirement of this role therefore a valid driving licence will be required. Your Personal Characteristics will include: Strong analytical and problem solving experience Ability to manage potentially conflicting resources and priorities to deliver solutions to the business and our customers Excellent communication, organisational, motivating and planning skills Sound judgment and personal integrity Genuine interest in raising performance standards Champion for customer service, instilling confidence internally and externally Ability to work under pressure and prioritise effectively when dealing with conflicting demands Accurate, with high attention to detail Present a professional service and image to customers and colleagues at all times Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. Is This You ? About Us For the past 40 years, Cunninghams EPOS Group have been a leading provider of point of sale solutions for a wide range of sectors including; retail, hospitality, convenience and wholesale. We write and develop our software in house, supported by our own installation, training and support team. In addition to this, our years of experience in the industry provide us with the expertise and knowledge required to offer a solution tailored to your needs. We manage your system implementation and provide ongoing support so that you can focus on the important business of business. By offering nationwide service and support, we pride ourselves on our ongoing commitment to ensuring the peace of mind of our customers. Epos Group is an Equal Opportunity Employer If you need special arrangements for a disability at any stage of the application process or want more information on our Equal Opportunities Policy, please contract HR at or call Epos Group is part of a CSI Group of Companies.
Jun 13, 2025
Full time
Support Manager - Cunninghams EPOS Group Cunninghams Epos Group is a leading national company specialising in the design and integration of software solutions for the Retail and Hospitality sectors. Our solutions include extensive Point of Sale capability, Stock Control, Online Table Bookings and Webstores. The company is continuously developing new products, features and functionality to meet the needs of our customers. We have national presence with regional offices in Kent, Birmingham, Bury. With a mission to provide a full suite of solutions to our customers and become the supplier of choice, Cunninghams EPOS Group cherishes brand values of ambition, caring commitment and agility bound to a strong engineering base of technical competence. Position: Reporting to the Operations Manager with responsibility for the day to day management of the Support teams you will provide a consistently high level of support to the business and all clients in line with the defined service level agreements. You will be highly motivated and a self-starter with a passion for Customer Support who enjoys the thrill of working in a challenging environment. The Company promotes a cohesive working environment, where all employees should be prepared to help and assist with the work of teams other than their own, to ensure the best and most efficient service is provided to our customers. This culture enables opportunities for learning and development which should be embraced. Flexibility will be required to work additional and varied hours when needed, and to stay away from home on occasion, with prior notice provided. Job Responsibilities: Strive to achieve defined customer service levels and SLA's, through delivery of effective management of the Customer Support function Track and evaluate service demands and resource patterns to maximise performance Monitor feedback and perform root cause analysis on recurring issues Build relationships with partners to ensure service levels are met and customer expectations are exceeded Developing customer service policies, procedures and standards Develop and introduce procedures that maximise opportunities with clients Build strong customer relationships and attend customer engagement site visits in line with company strategy Ensure that the appropriate escalation processes and procedures are in place and are communicated accordingly Plan and manage resources effectively to provide premium customer service to all clients As necessary, handle customer escalations and the complaint process Produce regular reports and presentations regarding the performance of the Customer Support, use this analysis to identify and drive improvements Attend and contribute to senior management meetings Liaise with other managers on issues affecting the whole Company and develop initiatives and procedures that improve the quality of service not limited to working with the Operations and Professional Services Manager to share resources between the teams Provide customers with support call analysis and recommendations as and when required Identify opportunities where our products can further benefit our customers. People Management: Recruiting, training and developing the Customer Support team, motivating them to reach their full potential Accountable for the performance of the Customer Support team ensuring that key performance indicators are set, clearly communicated and regularly monitored Identify training requirements within the Customer Support team to ensure departmental objectives are met. Previous customer service management is required Job Goals/Metrics ( Targets are subject to change in line with business objectives, any changes will be communicated) Manage department & drive down call costs, where possible to agreed targets (Values, %'s and Ratios) Ensure that Maintenance COGS remain below the agreed target per month (on average)/per lane in the field Drive performance within the Support team towards achieving a Maintenance Ratio of 5:1 and a Hardware Maintenance Ratio of 4:2 or more Provide monthly analysis of software and hardware calls/visits with recommendations and actions for improvement Identify common hardware failures and create a plan to reduce them Develop a succession plan Create and implement training plans for team members Engage in regular customer calls or visits Promote Internally and externally, the resource centre and increase content accordingly Carry out quarterly customer contribution analysis identifying issues and actions to take to improve (examples include: average revenue per call, average revenue per site visit, net contribution) Drive to keep the number of open jobs below agreed target to be set with Operations Manager based on call volume/demand Create a plan for dealing with unexpected peaks in demand. Monitor the Out of Hours on both FM and Quantum to make sure where still offering the best service levels Maintain the data in the CRM/Ticketing system to obtain the best analytics. Maintain an in person approach to the office locations attending on a regular basis. Job Qualifications, Skills & Experience: Proven Customer Service experience Proven ability to deliver clear focused business plans to meet company objectives Track record of delivering an excellent customer focused environment Experience within a software management company and knowledge of the EPOS industry would be advantageous Good time management, prioritisation and organisational skills Excellent interpersonal and communications skills Travel to customer sites and other locations across the UK, including remote locations and sometimes with the need to transport kit/equipment, will be a requirement of this role therefore a valid driving licence will be required. Your Personal Characteristics will include: Strong analytical and problem solving experience Ability to manage potentially conflicting resources and priorities to deliver solutions to the business and our customers Excellent communication, organisational, motivating and planning skills Sound judgment and personal integrity Genuine interest in raising performance standards Champion for customer service, instilling confidence internally and externally Ability to work under pressure and prioritise effectively when dealing with conflicting demands Accurate, with high attention to detail Present a professional service and image to customers and colleagues at all times Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. Is This You ? About Us For the past 40 years, Cunninghams EPOS Group have been a leading provider of point of sale solutions for a wide range of sectors including; retail, hospitality, convenience and wholesale. We write and develop our software in house, supported by our own installation, training and support team. In addition to this, our years of experience in the industry provide us with the expertise and knowledge required to offer a solution tailored to your needs. We manage your system implementation and provide ongoing support so that you can focus on the important business of business. By offering nationwide service and support, we pride ourselves on our ongoing commitment to ensuring the peace of mind of our customers. Epos Group is an Equal Opportunity Employer If you need special arrangements for a disability at any stage of the application process or want more information on our Equal Opportunities Policy, please contract HR at or call Epos Group is part of a CSI Group of Companies.
Customer Success Manager - CRB Cunninghams UK THE COMPANY: CRB Cunninghams are a UK provider with their own cashless catering, pre-order app, identity management, online payment and nutritional analysis solutions supported by a national service and support team. Our education solutions are used in over 3,000 schools across the UK to help them run efficient and effective meal and nutritional programs as well as providing a cashless solution to aid in the payment of those items, to help reduce the use of cash and the issues associated with it. Our mission is to help our schools throughout the UK become cashless and benefit from the numerous effects this brings, such as reduced debt, food waste reduction and free school meal anonymity to name just a few. POSITION: CRB Cunninghams is looking for a Customer Success Manager with proven experience for this brand new and exciting position where you can be actively involved in shaping the team and processes. You will report to the Contracts Manager and be a key member of the Contracts and Account Management Team. Your role will promote retention and loyalty of our customer base using a variety of tools and processes - some already in place but many will be up to you to develop and embed. The role will be remote; however, we do have offices in Birmingham and Edinburgh. JOB RESPONSIBILITIES: Conduct account reviews analysing customer data and offering suggestions for improvements in their operations adding value to the service they receive from CRB Cunninghams. Meet/exceed retention and upsell KPI's. Identify at-risk customers and develop action plans to mitigate attrition. Establish clear retention, loyalty and attrition goals and process milestones for both the Customer Success team and the wider business to deliver against. Increase product utilisation across our customer base. Own our NPS which will include transforming the data results into actionable outputs to enable us to benchmark and deliver improvements. Responsible for delivering long-term partnerships and lasting benefits for both CRB Cunninghams and our customers. Work closely with the Commercial Team to implement strategies to identify further sales and investment opportunities for the Account Manager to progress. Review and resolve any complaints. Work with Marketing to showcase customers and highlight case studies and best practices within our customer base. Promote Customer Success values across our whole business. Your Personal Characteristics will include: Great communicator with highly developed negotiation and influencing skills. An analytical mind with the ability to evaluate and evolve approaches based on comprehensive understanding of our business goals. Strategic customer success experience. Able to form and maintain effective working relationships with clients, colleagues and third parties. Results driven and self-motivated with a 'can do' attitude and determination. Self-motivated initiative taker. Highly organised. A strong work ethic and the capacity to succeed in a fast-paced environment and meet deadlines. Experience of running a Customer Success Team within a Software business is highly desirable. Demonstrable experience of reducing attrition. A working knowledge of Salesforce is an advantage. Experience of driving culture change will also be a distinct advantage. Business Unit: CRB Cunninghams Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular
Feb 15, 2025
Full time
Customer Success Manager - CRB Cunninghams UK THE COMPANY: CRB Cunninghams are a UK provider with their own cashless catering, pre-order app, identity management, online payment and nutritional analysis solutions supported by a national service and support team. Our education solutions are used in over 3,000 schools across the UK to help them run efficient and effective meal and nutritional programs as well as providing a cashless solution to aid in the payment of those items, to help reduce the use of cash and the issues associated with it. Our mission is to help our schools throughout the UK become cashless and benefit from the numerous effects this brings, such as reduced debt, food waste reduction and free school meal anonymity to name just a few. POSITION: CRB Cunninghams is looking for a Customer Success Manager with proven experience for this brand new and exciting position where you can be actively involved in shaping the team and processes. You will report to the Contracts Manager and be a key member of the Contracts and Account Management Team. Your role will promote retention and loyalty of our customer base using a variety of tools and processes - some already in place but many will be up to you to develop and embed. The role will be remote; however, we do have offices in Birmingham and Edinburgh. JOB RESPONSIBILITIES: Conduct account reviews analysing customer data and offering suggestions for improvements in their operations adding value to the service they receive from CRB Cunninghams. Meet/exceed retention and upsell KPI's. Identify at-risk customers and develop action plans to mitigate attrition. Establish clear retention, loyalty and attrition goals and process milestones for both the Customer Success team and the wider business to deliver against. Increase product utilisation across our customer base. Own our NPS which will include transforming the data results into actionable outputs to enable us to benchmark and deliver improvements. Responsible for delivering long-term partnerships and lasting benefits for both CRB Cunninghams and our customers. Work closely with the Commercial Team to implement strategies to identify further sales and investment opportunities for the Account Manager to progress. Review and resolve any complaints. Work with Marketing to showcase customers and highlight case studies and best practices within our customer base. Promote Customer Success values across our whole business. Your Personal Characteristics will include: Great communicator with highly developed negotiation and influencing skills. An analytical mind with the ability to evaluate and evolve approaches based on comprehensive understanding of our business goals. Strategic customer success experience. Able to form and maintain effective working relationships with clients, colleagues and third parties. Results driven and self-motivated with a 'can do' attitude and determination. Self-motivated initiative taker. Highly organised. A strong work ethic and the capacity to succeed in a fast-paced environment and meet deadlines. Experience of running a Customer Success Team within a Software business is highly desirable. Demonstrable experience of reducing attrition. A working knowledge of Salesforce is an advantage. Experience of driving culture change will also be a distinct advantage. Business Unit: CRB Cunninghams Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular