Customer Success Manager

🕒 June 3

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DRAMS Software

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11 - 50 employees

Part of Volaris Group, DRAMS Software has been supplying spirit management solutions to distillers since the early 1970s. The DRAMS product has been specifically designed to deal with the complexities of maturing stocks, and over the last 40 years the system has constantly evolved to meet the changing operational, legislative and commercial needs of the whisky industry, whilst exploiting the expanded technical potential of the evolving IT market. The effectiveness of the DRAMS solution, together with the quality of its dedicated and experienced support team, has made DRAMS the market leader in its field.

📋 Description

• Build and maintain strong, long-term relationships with customers, ensuring high satisfaction and retention. • Serve as a trusted advisor, guiding customers on how to maximise the value of our software. • Proactively engage with customers to identify challenges, provide solutions, and drive product usage. • Monitor customer engagement health scores, usage data, and feedback to proactively address risks. • Collaborate with Sales, Product, and Support teams to ensure seamless customer experience. • Advocate for customers internally, influencing product development and enhancements based on feedback. • Conduct regular check-ins, business reviews, and training sessions with customers (international travel will be required on a regular basis). • Encourage customer participation in feedback surveys, product workshops, and user group events. • Maintain an in-depth awareness of our products, services, industry trends and competitive landscapes. • Maintain detailed and up-to-date customer account plans, activities and pipeline in Salesforce and other CRM tools. • Identify upsell and expansion opportunities by understanding customer needs and business objectives. • Track and manage sales pipeline activity to ensure targets are met. • Prepare and deliver sales presentations and product demonstrations. • Collaborate with marketing teams to develop campaign strategies and collateral. • Prepare accurate sales documentation, quotes, and proposals.

🎯 Requirements

• Bachelor’s degree in business, marketing, or a related field. • 5+ years’ experience in a Customer Relationships/Account Management role. • Passion for building strong customer relationships and delivering value. • Ability to recognise revenue opportunities and align customer needs with business growth strategies. • Experience analysing customer usage data to identify trends and areas for improvement. • Familiarity with distilling, manufacturing, or production processes is a plus. • Ability to manage multiple customers, projects, and priorities efficiently. • Proficiency in CRM tools (i.e., Salesforce, HubSpot, etc.). • Working knowledge of marketing and sales principles. • Excellent written and conversational communication skills. • Adept at working with cross-functional teams to exceed customer expectations. • Working knowledge of leveraging AI to improve Customer Experience.

🏖️ Benefits

• 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year • Life Assurance • Private Healthcare • Generous Discretionary Bonus Scheme • Company Sick Pay • Family Friendly Policies • Paid In Person Social Events