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Customer Success ManagerSCOR • London, England, UK
Customer Success Manager

Customer Success Manager

SCOR • London, England, UK
25 days ago
Job type
  • Full-time
Job description
Description

As Customer Success Manager you will play an essential role in managing integration-related support cases ensuring smooth onboarding and maintaining high customer satisfaction. The ideal candidate will have a deep understanding of SaaS platforms technical integrations and customer-centric project delivery and is able to connect people and technology.

This Customer Success Manager has a broad remit encompassing but not limited to the work areas below:

  • Define the goals scope budget and resources of a project with all stakeholders.
  • Own and manage the lifecycle of integration-related support cases ensuring timely resolution and high customer satisfaction.
  • Serve as the primary liaison between clients and internal teams (engineering product configuration support) to resolve technical and integration challenges.
  • Understand each clients architecture and business processes to guide integration best practices and identify potential friction points.
  • Collaborate with implementation teams to ensure smooth onboarding and handover of integration cases.
  • Monitor and report on integration health usage patterns and case trends to proactively address issues.
  • Maintain detailed documentation of integration scenarios resolutions and lessons learned to support continuous improvement.
  • Contribute to the development of integration playbooks knowledge base articles and self-service tools.
  • Support change management efforts when clients update their systems or workflows that impact the SaaS integration.
  • Lead and manage digital projects from inception to completion ensuring alignment with strategic goals.
  • Oversee the implementation and lifecycle of SaaS software solutions ensuring seamless integration and user adoption.
  • Establish and optimize project management processes and workflows to enhance efficiency and scalability.
  • Collaborate with cross-functional technical teams to ensure technological feasibility and innovation in project delivery.
  • Facilitate communication between project participants and translate complex requirements for non-technical stakeholders.
  • Provide regular progress reports and maintain proactive communication with clients.
  • Collaborate with project managers to improve processes and make sure to optimize for client delivery


Responsibilities
  • Strong understanding of software integration APIs and cloud-based platforms.
  • Ability to analyse technical issues and coordinate cross-functional teams to resolve them.
  • Familiarity with change management practices in a SaaS environment.
  • Strong drafting skills for functional documentation and client communication.
  • Ability to set up and refine operational processes in dynamic environments.
  • Understanding of modern technology stacks and software development practices.
  • Excellent communication skills in French Spanish is a nice to have.


Qualifications

Required experience & competencies

  • You have several years of solid experience in project management particularly in the technical integration of SaaS solutions operational management of the solution lifecycle or client-facing roles within a SaaS company.
  • You are proficient in agile methodologies as well as structured project management such as the V-Model approach and apply them in your professional practice.
  • You have experience in documenting processes and creating support materials.
  • You possess in-depth knowledge of various tools including Jira Confluence SharePoint and Power BI.

Required Education

  • Bachelors or Masters degree or equivalent



Required Experience:

IC


Employment Type : Contract
Experience: years
Vacancy: 1
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Customer Success Manager • London, England, UK

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