Customer Success Manager

Role Purpose

As a Technology Customer Success Manager, you will be responsible for providing exceptional customer success to new and existing ASAFE clients. Your primary responsibility will be to support the retention of our customers under subscription services providing an exceptional and seamless onboarding experience to ensure system adoption through training and support As an expert in our technology solutions, you will also be available to support clients with specific technology issues and provide resolution to them to enable complete utilization of our digital platforms alongside building long term relationships through quarterly business reviews

About A-SAFE and the Role

A-SAFE is a rapidly growing and dynamic environment where open mindedness, curiosity and drive are important. As market leader, A-SAFE is determined to hold its position and create many opportunities for continued growth and development. We have a true global presence including USA, Japan, Australia, Europe and UAE.

We are known for our innovation and ‘can-do’ attitude. A place where talent can thrive and develop as we grow. We invented the first industrial strength polymer safety barrier, revolutionizing workplace safety. We’ve been improving world standards ever since, introducing further advanced safety solutions, including next generation IOT safety devices like RackEye.

Global blue-chip companies use our products. Coca-Cola, BMW, Jaguar Land Rover, Amazon, Heathrow airport to name but a few.

At A-SAFE we put our values at the heart of the business.

Key Accountabilities

• Retain and nurture customer relationships providing post-sale support ensuring success with products and services. Key requirements include :
• Onboarding and client training
• Quarter Business Review and adoption process
• Inbound issue and ticket resolution
• Daily system check and proactive management of the Rackeye dashboard for clients
• Ensure all necessary contracts are created, reviewed, and maintained throughout the project lifecycle.
• Act as an inbound point of contact for issue resolution for clients.
• Manage and coordinate the service call-out process, ensuring timely and efficient responses.
• Maintain open and effective communication channels between A-Safe and clients.
• Provide regular progress reports to clients, highlighting key milestones and addressing potential issues and risks.
• Develop and implement a comprehensive client onboarding process.
• Provide necessary training to new clients during the introduction stages of system use and ongoing support including issue resolution and Introduction of new services to best prepare customers for interaction with our platforms and technologies.
• Track and resolve all reported issues promptly, maintaining a detailed log for follow-up.
• Implement an escalation process for unresolved issues to ensure they are addressed promptly.
• Allocate appropriate resources for service calls and track the outcomes for quality assurance.
• Monitor contract compliance and make updates as necessary to reflect changes in scope or terms.
• Establish a feedback loop with clients to gather insights and continuously improve service delivery.
• Ensure all internal systems (CRM & Zen Desk) and databases are updated timely and accurately.
• Actively participate in internal and external meetings where attendance is required.

Communications and Working Relationships

Your main contacts will include :

Internal :

External :

Core Business Responsibilities

Knowledge, Skills & Experience

Essential :

Relevant experience and transferrable skills gained in a similar role. Including supervisory experience, this may be in SaaS based role of as an account manager

Able to communicate clearly both verbally and in writing.

Training skills to educate users in best way to use Rackeye. Good ‘train the trainer’.

PC literate

Strong attention to detail and administrative skills including report writing.

Submit written reports making appropriate recommendations for action.

Fast learner able to acquire and assimilate new skills quickly.

‘can-do’ approach and able to deal with ambiguity

Adaptable and can develop new skills in a changing environment

Able to lead and motivate the installation time and provide training and on-site guidance

Assertive and confident – able to problem – solve and take decisions.

Embraces new technology

Credible and can communicate effectively with internal and external key stakeholders