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- Tasks: Drive customer success and enhance relationships while managing contracts and performance.
- Company: Join Arqiva, a leader in UK media and smart utilities.
- Benefits: Up to £70k salary, bonuses, private medical, and 25 days leave.
- Why this job: Make a real impact in customer satisfaction and drive innovative solutions.
- Qualifications: Experience in customer success management and strong communication skills.
- Other info: Flexible working culture with opportunities for career growth.
The predicted salary is between 42000 - 84000 £ per year.
Location: Commutable distance to Winchester / London
Up to £70k base salary, 10% Bonus, 6% pension contribution, Private Medical, 25 days annual leave, Access to our comprehensive flexible benefits including discounts on big brands, wellness and employee assistance programmes, gymflex, buy and sell annual leave, travel and dental insurance.
Work. Life. Smarter. Our commitment to a flexible and hybrid working culture.
You’ll partner with Account Management to shape, price, negotiate, and deliver customer contracts that are profitable and low‑risk. From opportunity qualification to handover and performance tracking, you’ll ensure deals meet our commercial guardrails and create long‑term value.
The Role- Drive the operational performance of the account to prevent and reduce service credits, analysing data to deliver insights to drive performance improvements.
- Provide internal and customer facing reports showing the performance of the accounts.
- Work with key internal stakeholders to ensure we are meeting the customer expectations and driving customer outcomes.
- Attend customer meetings both ad‑hoc and as part of regular governance cadence, support developing the customer relationship, completing transactional and event‑based activities.
- Cultivate positive relationships with current customers to improve customer satisfaction, support the delivery of the account strategy to achieve required results.
- Responsibility for manage contract changes, working with contract management to deliver impact assessments to achieve positive outcomes for both the customer and Arqiva.
- Support creation and ongoing updates of Account Plans providing short, medium and long term outlook.
- Support Account Management teams with data‑driven insights to recommend customer service improvements and identify future opportunities.
- Support internal continuous improvement, development and sharing of best practices and lessons learned, to enable overall program customer efficiency.
- Attend Arqiva external events, on industry bodies and on subsidiary or associated companies.
- Onboard new customers and support mobilisation activities.
- Work with finance to support revenue forecasting.
- Support the account team with billing assurance and debt management.
- Act as an escalation point for service issues, with oversight on Major Incidents and root cause analysis.
- Create and deliver against service improvement plans.
- Interface into suppliers and provide data to support supplier management.
- Advocate for the customer within internal teams and support with increasing the profile of Water customers within Arqiva.
- Good interpersonal skills when dealing with customers and third parties.
- Clear understanding of the need of good customer service.
- Strong stakeholder management.
- Good negotiation skills.
- Good written and verbal communication skills.
- Attention to detail.
- Substantial experience in customer success management or a related field.
- Demonstrated success in managing key customer relationships and driving continuous improvement in a large, complex organisation.
A degree (or equivalent experience) in business, marketing, or a related field is advantageous.
Customer Success Manager employer: Arqiva
Contact Detail:
Arqiva Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to current employees at Arqiva. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Prepare for interviews by researching Arqiva’s values and recent projects. Show us you’re not just another candidate; demonstrate how your skills align with our mission. Tailor your responses to highlight your customer success experience and how you can drive performance improvements.
✨Tip Number 3
Practice your negotiation skills! As a Customer Success Manager, you’ll need to navigate contracts and customer expectations. Role-play scenarios with friends or mentors to build confidence and refine your approach before the real deal.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining the Arqiva team. Let’s make it happen!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience and skills that match the job description, especially in customer relationship management and performance improvement.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven success in previous roles. Use metrics where possible to demonstrate your impact, like improving customer satisfaction scores or reducing service credits.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. This will help us quickly see how you fit into the role and our team culture.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need about the position there!
How to prepare for a job interview at Arqiva
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success management. Understand key metrics, best practices, and how to drive customer satisfaction. This will show that you’re not just familiar with the role but genuinely passionate about it.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you successfully managed customer relationships or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Research Arqiva and Its Customers
Dive deep into Arqiva’s services and its customer base. Understanding their business model and the challenges they face will help you tailor your responses and demonstrate your interest in the company. Plus, it’ll give you a leg up when discussing how you can add value.
✨Showcase Your Interpersonal Skills
Since this role requires strong interpersonal skills, be ready to discuss how you build and maintain relationships. Share anecdotes that highlight your communication style and ability to negotiate effectively, as these are crucial for a Customer Success Manager.