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- Tasks: Manage client relationships and ensure satisfaction in IT/ITES services.
- Company: Dynamic company focused on innovative business management solutions.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Other info: Join a team that values innovation and proactive problem-solving.
- Why this job: Be the key to client success and drive impactful projects.
- Qualifications: 4+ years in customer success or account management in IT/ITES.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an experienced and client-centric Customer Success Manager (CSM) to oversee and grow relationships with our IT and ITES service clients. As a key liaison between the client and internal delivery teams, you will be responsible for ensuring customer satisfaction, facilitating smooth project execution, and identifying opportunities to expand client partnerships.
Responsibilities
- Client Relationship Management: Build and maintain strong, long-term relationships with key client stakeholders across IT and ITES sectors.
- Account Success Ownership: Own customer onboarding, engagement, and retention across assigned accounts. Ensure deliverables are met and clients derive maximum value from services.
- Project Coordination: Work closely with internal technical and delivery teams to monitor timelines, resolve issues, and communicate project status.
- Feedback & Upselling: Collect and synthesize customer feedback to improve services and propose upsell/cross-sell opportunities aligned with client goals.
- Renewals & Retention: Drive contract renewals and client satisfaction through proactive engagement, performance reviews, and value demonstration.
- Reporting & Metrics: Prepare and present regular reports on account health, risks, and success metrics to clients and internal leadership.
Required Skills and Experience
- Experience: 4+ years in customer success, account management, or service delivery in an IT/ITES environment.
- Client-Facing Skills: Strong interpersonal and communication skills, with experience engaging mid-to-senior level stakeholders.
- Project Orientation: Understanding of delivery models, SLAs, and IT services lifecycle (including support, development, or BPO processes).
- Problem-Solving: Proactive in identifying issues and resolving them before they escalate.
- Tools Knowledge: Familiarity with CRM platforms (e.g., HubSpot, Salesforce), project tracking tools (e.g., Jira, Trello), and basic reporting dashboards.
- Education: Bachelor’s degree in Business, Information Technology, or related field.
Customer Success Manager – IT/ITES Services employer: Cloudberry360
Contact Detail:
Cloudberry360 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager – IT/ITES Services
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT and ITES sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have a lead on that perfect Customer Success Manager role!
✨Tip Number 2
Show off your skills! Create a personal website or online portfolio showcasing your achievements in customer success. Highlight your experience with client relationship management and project coordination. This can really set you apart from the crowd.
✨Tip Number 3
Prepare for interviews by practising common questions related to customer success and IT services. Think about specific examples from your past roles where you’ve driven client satisfaction or resolved issues. We want you to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that Customer Success Manager position!
We think you need these skills to ace Customer Success Manager – IT/ITES Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and IT/ITES services. We want to see how your skills align with the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer success and how you can add value to our team. Keep it engaging and personal – we love a good story!
Showcase Your Client-Facing Skills: In your application, emphasise your interpersonal and communication skills. We’re looking for someone who can build strong relationships, so share examples of how you've successfully engaged with clients in the past.
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 – just follow the prompts!
How to prepare for a job interview at Cloudberry360
✨Know Your Clients
Before the interview, research the company’s key clients in the IT and ITES sectors. Understand their business models and challenges. This will help you demonstrate your client-centric approach and show that you’re ready to build strong relationships.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've proactively identified and resolved issues in past roles. Highlight specific situations where your actions led to improved client satisfaction or project success. This will illustrate your ability to handle challenges effectively.
✨Familiarise Yourself with Tools
Brush up on your knowledge of CRM platforms like HubSpot or Salesforce, and project tracking tools such as Jira or Trello. Be ready to discuss how you’ve used these tools to manage client relationships and project timelines in your previous roles.
✨Prepare for Metrics Discussions
Be ready to talk about how you measure account health and success metrics. Think of specific examples where you’ve prepared reports or presented findings to stakeholders. This shows you understand the importance of data in driving customer success.