Octopus Legacy
Technology
CustomerSuccessManager
“Customer Success Manager at Octopus Legacy. Skills: Customer success management, Team leadership, Operational structure, Process development. Stand up and run the team. Bring probate sales and bereavement support line together”
What You'll Achieve.
Ensure single-point-of-contact model; Achieve CSAT 4.9+; Keep complaints under 1%; Achieve 90% first-contact resolution; Deliver personalised plan within 2 hours; Launch new team; Scale team without quality dropping; Ensure smooth CRM launch; Identify areas to improve CRM; Utilise AI for scaling; Utilise AI for customer experience
Industry & Context.
Root cause analysis; Data analysis; Troubleshooting
What They're Looking For.
Must Have
Experienced people leader, Run, coached, and grown a team, Operator at heart, Comfortable with numbers and targets, Calm and clear under pressure, Organised and decisive, Commercially aware, Comfortable building in the open
Nice to Have
Ideally in customer success, sales, advisory or similarly fast-paced environment
What You'll Do.
Stand up and run the team
Bring probate sales and bereavement support line together
Own team's day-to-day operations
Split work across bereavement call
Adjust priorities as shifts occur
Evolve processes based on learning
Ensure team consistently hits KPIs
Monitor operational excellence
Monitor customer experience
Monitor estate administration targets
Keep support-quality measures separate from conversion
Spot trends and act on them
Set improvement plans for lower performers
Stretch everyone to do their best work
Build the team ahead of volume climb
Play active role in hiring new hires
and onboard new hires
Shape software around the role
Work with Tech and Product on apps
Feed in team's needed features for CRM
How You'll Work.
Team & Collaboration
Cross-functional teams; Tech and Product teams
Communication Scope
Honest feedback; Clear communication
Process & Methodology
Process design, Structure definition
Applying for this Customer Success Manager role?
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