Company Information and Introduction:About NutriticsNutritics is focused on making food information more reliable, more accessible and more valuable for our customers. By connecting our customers and their customers to food information they can rely on, we can deliver our vision to be the world's most trusted food management software, delivering valuable insights to enable anyone to make better informed food choices.Our product offering includes recipe management, supply chain management, menu publishing, ordering, dietary management and meal planning modules. Since Nutritics launched, we've quickly become a global leader in our field and have customers across over 100 countries, including some of the world's largest and most forward thinking food companies.Customer Success Managers are responsible for building trusted, long term relationships with our customers. This will allow for growth and upsell opportunities to be identified and managed with the Sales team. You will represent the customer within Nutritics whilst representing Nutritics to the customer.Key Responsibilities and Duties:SummaryOwn the overall customer relationship within the business for all tiers of our customers as required by the businessBuild long term, trusted relationships with our customersMeasurement and reporting of customer health and happinessCollaboration with all teams within Nutritics to ensure the customer is at the heart of everythingIdentify potential areas of growth and upsell for our customers and liaise with the Sales team to deliver themSupport the wider CSM team with knowledge and skillsMain ResponsibilitiesIdentify key contacts, stakeholders; decision makers; promoters/ detractors within our largest customers & create bespoke plans to widen the reach within the customer businessIn line with the above build long term, trusted relationships with the identified contactsIntroduce Executive Sponsors to key contacts where appropriateFacilitate regular monthly or quarterly meetings with Enterprise customers, with at least 1 in person each year.Facilitate quarterly meetings with Major customers, with at least 1 in person visit a year.Complete ad-hoc check ins with customers to ensure they remain engaged with usUnderstand customer business objectives and develop a plan to help them achieve themIn line with the above, ensure internal visibility of the plans and how the business can help achieve themCreate and manage customer relationship mapsEnsure Enterprise & Major customer RAGs are updated and maintained inline with the agreed processInline with the above attend internal RAG reviews for Amber & Red customers and own the action plansBe part of the customer escalation process providing communications where needed & appropriateIdentify potential growth and upsell opportunities for customers and pass to the Sales team to deliverLiaise with finance team on billing issues; notice periods; ad hoc invoicing queriesLiaise with the wider Customer Experience team to ensure everyone is aligned and aware of customer updates.Update system documentation to ensure accurate customers records are maintained that can be used by all of the businessSupport the wider team with knowledge and support on challenging customers.Career Progression and DevelopmentRecognition as a key part of the team that continues to deliver significant global growth - feel and see the impact of your individual contributionsOpportunity to learn from working alongside an experienced management team and market leading clients around the worldBi annual performance review and individual career development planKey Skills and Competencies:The Ideal candidate will have3-5+ years experience in Customer Success or Customer Service roles is essential for this role.Ability to build and maintain strong customer and business relationshipsA love for working with people and finding out how they workExcellent communication and interpersonal skillsGood conflict resolution and problem-solving skillsAbility to take ownership and follow-throughStrong organisational skills with the ability to prioritiseAbility to handle multiple tasks at the same timeStrong technical skills and ability to adapt to new software and systems quicklyExperience in hospitality or food industry is preferred but not essentialMost ImportantlyBeing a people-focused Company, it's not just about the role, we are equally interested in you, both in terms of your career and as a person. Everything we do here at Nutritics is with a focus on "team first" and our core values are real – they are driven by our CEO and are strongly held by everyone working here. These values of Team First, Open Communication, No Ego, Integrity and The Rocket e allow us to be proud of what we do, help people to develop and retain our excellent culture. We want our team to look forward to coming to work every day and this drives our culture and outlook.Working with Nutritics25 days annual leave (plus public holidays)Training & Development ProgrammesExcellent work life balance policies - Summer hours, Enhanced parenting leave options etc.Generous personal Health & Wellbeing budgetAn excellent remuneration packageUnparalleled opportunities to a rewarding & diverse career pathAn experienced knowledgeable peer groupLocation and Hours of WorkThis position is a hybrid role with travel to your local office required on a regular basis. This role will ideally be based in the UK. The candidate will be required to attend their local office at least every two weeks (London for our UK team).Additionally this role requires regular travel for customer related meetings. Travel to the Irish office will also be required at times. The candidate will be expected to work a minimum 37.5 hour week. We work Monday to Friday with flexibility around start and finish times as long as core hours are covered.