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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
Total Package:
- 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 will 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 will 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 managing 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.
The Person:
- Good interpersonal skills when dealing with customers and third parties.
- Clear understanding of the need for good customer service.
- Strong stakeholder management.
- Good negotiation skills.
- Good written and verbal communication skills.
- Attention to detail.
Knowledge and Experience:
- 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.
Qualifications:
- A degree (or equivalent experience) in business, marketing, or a related field is advantageous.
We are the undisputed leader in UK TV and radio broadcast, and the UK's leading Smart utilities platform, directly shaping the future of connectivity. Through our established infrastructure we ensure that media and data are delivered exactly where they’re needed most, whether it’s bringing content to your TV or radio or transmitting data from your smart meter to your utility provider - chances are our services are a part of your daily life, seamlessly connecting you through our behind‐the‐scenes technology. With an impressive history and an innovative future ahead of us, leading the transition of global media distribution to cloud based solutions and creating scalable solutions for new connectivity sectors - you will have many opportunities to develop and grow your unique career with us.
Why Arqiva?
Reward. Connection. Growth. At Arqiva, we believe in supporting you to be your best, both at work and outside of it. That’s why our rewards and benefits go far beyond your pay; take a look at our total reward 2025 booklet. Here, you’ll find endless opportunities to connect, whether that’s with colleagues through our internal networks and events or by making a difference in the communities where we work. And when it comes to your career, we’re committed to helping you grow. Whether you want to become a specialist in your field or climb to the top, we’ll support you every step of the way.
Customer Success Manager in London employer: Arqiva
Contact Detail:
Arqiva Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨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 companies you’re interested in. You never know who might help you land that interview!
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their values, recent projects, and challenges they face. This will not only impress your interviewers but also help you tailor your answers to show how you can add value as a Customer Success Manager.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to simulate the experience. Focus on articulating your past experiences and how they relate to the role. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in keeping you top of mind. It shows your enthusiasm for the role and gives you another chance to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Customer Success Manager in London
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 align with what we’re looking for, like stakeholder management and customer relationship building.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven customer success in previous roles. Use metrics where possible to demonstrate your impact, as we love data-driven insights!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate good written communication skills, so make sure your application reflects that by avoiding jargon and being straightforward.
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, it’s super easy!
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 help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you've successfully managed customer relationships or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Showcase Your Stakeholder Management Skills
Since this role involves working with various internal teams and customers, be prepared to discuss how you've effectively managed stakeholders in the past. Highlight your communication skills and any successful negotiations you've led to reinforce your fit for the position.
✨Research Arqiva and Its Services
Familiarise yourself with Arqiva's services and recent developments in the industry. Being knowledgeable about their operations will not only impress your interviewers but also allow you to ask insightful questions, showing your genuine interest in the company.
