Internal Relationship Manager in Wilmslow

Location – 3 days at HQ (Wilmslow), 2 days from home.

We’re Citation Group, a group of businesses on a mission to make life easier for small and medium‑sized companies. We understand that running a business is tough. You’re spinning plates trying to keep your customers happy, stay on top of rules and regulations, look after your team, and somehow still grow. That’s where we come in – taking the stress out of it all to make life simpler and smoother for business owners. We’re one of the UK’s biggest providers of Health & Safety, HR, Employment Law, and ISO services. What really sets us apart is our people. At Citation, we bring our personalities to work, not just our expertise. With year‑on‑year double‑digit growth, this is your chance to join a fast‑moving business that values vision, determination, agility, and a knack for building great relationships.

The role involves being part of our Client Relationship Team, which consists of 8 members who strive to have a positive influence on the Client Journey and experience through Citation Services. We are passionate about assisting clients with a one team ethos to support each member of the team and our colleagues around the business. As a Customer Success Advocate, you will be pivotal in supporting the business in achieving its goals through client retention, identifying uplift opportunities, and ensuring customer engagement levels with service are maximised in all interactions.

Responsibilities:

• Create a warm and professional welcome for customers joining Citation, delivering an exceptional onboarding experience.
• Support customers in gaining full value from their products and services by understanding their individual needs and providing guidance.
• Ensure the smooth and timely delivery of our solutions, aligning closely with each customer’s goals, priorities, and business objectives.
• Anticipate potential challenges before they arise and work collaboratively with customers and internal teams to resolve them proactively.
• Act as the primary point of contact for your clients, managing queries, providing information about additional services, supporting account administration, and addressing concerns or complaints with care and professionalism.
• Proactively identify opportunities within your customer base to strengthen relationships, support growth, and contribute to long-term retention.
• Build strong, lasting relationships with customers, partnering with colleagues across the business to resolve issues and ensure a consistently high level of service.
• Stay connected with customers through meaningful touchpoints, including regular care calls, to ensure their needs are met and their experience remains positive.

Who are we looking for?

The successful candidate will bring strong relationship‑building and communication skills, with the confidence to present ideas clearly and influence stakeholders at all levels of an organisation. You will love to find solutions, have a positive mindset, and a natural ability to turn a situation around. You will be curious by nature and determined to find the best way forward for your customers. Excellent listening, negotiation, and presentation skills are essential, along with good verbal and written communication.

Perks:

• 25 Days of Holiday + 8 Bank Holidays.
• Birthday Bliss: Enjoy a day off on your birthday.
• Post‑Wedding Bliss: Extra weeks of holiday for newlyweds.
• Growing Families: Vouchers and special perks for expectant parents.
• Healthcare cash plan: Private healthcare for your peace of mind.

Working for Citation, you will have access to 25 days holiday plus your birthday off work, childcare vouchers, gym membership discounts, and more.