At a Glance
- Tasks: Manage client relationships and ensure customers get the most value from their partnerships.
- Company: Leading tech company in London with a focus on customer success.
- Benefits: Competitive salary, hybrid work model, and opportunities for career growth.
- Other info: Collaborative environment with excellent support for professional development.
- Why this job: Join a dynamic team and make a real impact on customer satisfaction and retention.
- Qualifications: 2+ years in Customer Success or Account Management, strong relationship-building skills.
The predicted salary is between 40000 - 50000 £ per year.
- Customer Success Manager
- Job Advertisement : Customer Success Manager
Location
London City
Contract Type
Permanent
Salary
Working Pattern
Full Time, hybrid (1 day working from home)
Our client, a leading player in the technology sector, is seeking a dynamic Customer Success Manager to join their team!
This role is pivotal in nurturing long-term client relationships and ensuring that customers derive maximum value from their partnerships.
If you are passionate about customer success and thrive in a collaborative environment, this opportunity is for you!
Key Responsibilities
Client Relationship Management
- Manage and develop a portfolio of strategic client accounts, maintaining a thorough understanding of each customer's
- business objectives, challenges, technology landscape, contract status, and commercial value.
- Build strong, trusted relationships with key stakeholders through regular face-to-face meetings, virtual reviews, telephone contact, and email communication.
- Conduct Quarterly Business Reviews (QBRs), Service Reviews, and Strategic Planning Sessions with clients.
- Act as the primary point of contact for customer relationship management and account development activities.
- Drive customer satisfaction, engagement, and long-term retention across the client portfolio.
Account Retention and Growth
- Achieve and maintain high client retention levels, targeting 100% Managed Service Contract Renewals and 80% Professional Services and Voucher Renewals
- Identify opportunities to expand customer engagement through additional Dataquest services, solutions, and strategic initiatives.
- Develop account growth plans aligned with client business objectives and technology roadmaps.
- Collaborate with the Sales team to support new business opportunities, renewals, and cross-sell/up-sell activities.
Service Delivery and Operational Alignment
- Work closely with Service Delivery, Technical Consultants, and Operations teams to monitor service performance and customer outcomes.
- Review service metrics, support trends, project delivery status, and customer feedback to identify improvement opportunities.
- Ensure all client account documentation, meeting notes, contract records, and strategic plans are maintained accurately within CRM systems.
- Support smooth customer onboarding and transition processes following handover from Sales.
Strategic Customer Success
- Understand clients' business priorities, industry trends, and technology challenges to provide proactive recommendations.
- Advocate on behalf of customers internally to ensure delivery teams understand and meet customer expectations.
- Assist clients in maximising return on investment from their technology solutions and services.
- Provide insightful reporting and recommendations that support customer success and continuous improvement.
Internal Collaboration
- Work closely with Sales, Marketing, Procurement, Service Desk, Projects, and Technical teams to deliver a consistent customer experience.
- Contribute to Customer Success initiatives, playbooks, and best practices across the business.
- Respond promptly to requests and strategic initiatives from the IT Sales Director and senior leadership team.
Skills & Experience
Essential Experience
- Minimum of 2 years' experience in Customer Success, Account Management, Client Services, or Relationship Management.
- Experience managing multiple customer accounts within a technology, managed services, or B2B environment.
- Proven ability to build relationships and present effectively to senior stakeholders and decision makers.
- Experience conducting business reviews, customer meetings, and service performance discussions.
- Demonstrated ability to identify and convert growth opportunities within existing accounts.
- Strong commercial awareness with an understanding of contracts, renewals, and customer profitability.
- Experience using CRM platforms such as Salesforce, Hub Spot, Microsoft Dynamics, or similar systems.
- Good working knowledge of Microsoft 365 applications.
Desirable Experience
- Experience working within an IT Managed Service Provider (MSP).
- Understanding of Microsoft solutions including Microsoft 365, Azure, Security, Modern Workplace, and Copilot technologies.
- Experience supporting customer technology roadmaps and digital transformation initiatives.
- ITIL awareness or service management knowledge.
- Knowledge & Competencies
- Strong customer success and customer lifecycle management principles.
- Excellent stakeholder engagement and relationship-building skills.
- Commercially focused with strong account development capabilities.
- Consultative selling and strategic account planning expertise.
- Ability to analyse data, identify trends, and present meaningful recommendations.
- Strong organisational and time management skills.
- Excellent verbal, written, and presentation skills.
- Ability to prioritise effectively and manage competing demands.
- Understanding of customer service excellence and service delivery best practices.
- Strong problem-solving and decision-making skills.
- High level of business and technology acumen.
- Ability to work collaboratively across multiple departments and teams.
To express interest in this position, please submit your CV and a cover letter detailing your relevant experience.
Don't miss out on this chance to advance your career in a thriving environment!
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco.
Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Customer Success Manager in London employer: Adecco Careers
Adecco is an excellent employer for those seeking a meaningful career as a Housing Enforcement Officer, offering a supportive work culture that prioritises equal opportunities and employee development. With a commitment to professional growth and a focus on community impact, employees benefit from comprehensive training and resources in a dynamic environment that values their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adecco Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adecco Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adecco Careers:Your cover letter is your chance to shine! Tell us why you want to work at Adecco Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adecco Careers!
How to prepare for a job interview at Adecco Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
