Customer Success Manager

Location: Woking, GB

Job Title:                             Customer Success Manager

Function:                             Sales and Customer Service 

Reporting to:                       Head of Marketing   

Date of preparation:                    March 2021 

 

 

Background

The world around us is experiencing significant change, the greatest in generations. 

At McLaren Applied, we’re accelerating the response to that change. Our vision is that our people and technologies will pioneer a better future.  Our mission is to achieve breakthroughs in performance.

We’re at the cutting edge of innovation in industries including automotive transportation and motorsport. We create solutions that drive efficiency and cost-effectiveness.

We want to help to reduce the carbon footprint and become more sustainable.  Our focus is on electrification and telemetry, control and analytics.

To deliver efficient lightweight electric powertrain and vehicle development; motorsport solutions that make series more sustainable and efficient; reliable connectivity solutions for transportation and insightful analytics and monitoring of transport fleets.

By applying our expertise, we deliver real benefits and pioneer a better future.

The company now has ambitions to introduce a direct-to-consumer product portfolio.

Filling this position with the correct, best talent is imperative for our success, as customer service will be a key differentiator alongside a superior hardware and software experience.  

Purpose of the Role

The purpose of the Sales and Customer Service function is: 

  1. To convert online prospects into closed sales by answering their questions with persuasive closing techniques on video-stream, chat, phone and/or e-mail, and 
  2. To assist our product owners so that they always get superior utility out of their device. This includes answering basic FAQ’s, helping owners if there’s a problem, and assisting with warranty repair logistics and replacement products. 

You will develop the Customer Success strategy, while recruiting and developing an in-house team of Customer Success Representatives who can ensure high levels of sales conversions and outstanding customer service.  

Ensuring positive word-of-mouth from our product owners on their customer service experience will help sales continue to grow just as much, if not more, than the user experience they have with hardware and software. 

In the end, delivering superior customer service is critical to our overall success. 

Principal Accountabilities

  • Defining, developing and implementing a Sales and Customer Service platform, including customer communication channels such as video-stream (live), chat (live and FAQ standard responses), phone, and e-mail 
  • Hiring talented Customer Success Representatives, eager to bring the McLaren brand to life 
  • Leading and inspiring the Customer Success Team to its fullest potential 
  • Reaching performance targets for sales conversions, customer satisfaction and speed-of-service/response  
  • Creating solutions to improve the Customer Success Team’s efficiency 
  • Making proactive recommendations to the Product Manager by monitoring customer input from a variety of data streams – overall NPS, repair NPS, CRM system, social media feeds, customer surveys (in app and in general) 
  • Helping customers ‘self-serve’ by developing a FAQ knowledge base platform, ensuring information is kept up-to-date 
  • Working with Marketing Communications Manager to generate creative content aimed at specific audience (e.g., to Owners in-app, segmented prospects via CRM) 
  • Creating relevant training materials and executing training sessions when necessary. 

Knowledge, Skills, Qualifications and Experience

  • Experience as a Customer Service Supervisor/management experience with hardware devices and connected software products. 
  • Experience setting up and using a CRM communication platform/system like Salesforce, Intercom or Zendesk 
  • Demonstrated ability to consult with customers, convert sales and deliver targeted solutions  
  • Combines strong empathy with a solution-minded, goal-oriented approach  
  • Professional communication and people skills with a genuine desire to provide excellent customer service 
  • Project management skills with proven experience implementing significant projects 
  • Excellent time-management, multi-tasking, and prioritisation skills 
  • Ability to handle difficult cases and work with external organizations such as the Police or Insurance Companies where necessary 
  • Ability to work in a fast and high-pressured environment 
  • Ability to create relevant reports and analyse data to drive improvement in product and service 
  • A team player who will contribute to the continuous improvement of the department and company 
  • Be a self-starter who can work unsupervised to high standards and with meticulous detail 
  • Desirable: Language or international experience is a plus 

 

 

 

 

Values and Behaviours

You will be a key representative of McLaren Technology Group’s Values and Behaviours, the framework of which can be found here.

 

All employees must ensure compliance with the Company Health and Safety Policy, and all relevant other statutory Health and Safety legislation.

 

This job description may not detail all duties allocated to the post holder, nor cover duties of a similar nature which are commensurate with the role, which may from time to time be reasonably required by the relevant manager.

 

We believe in diversity and equal opportunities. Our people are our core strength and as such we create an environment that is all encompassing and inclusive. 

Be proud. Be yourself!