At a Glance
- Tasks: Manage and grow customer accounts, ensuring they achieve business value from Codec's solutions.
- Company: Join Codec, a leader in tech innovation and customer success.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement opportunities.
- Why this job: Be a trusted advisor and drive real impact for top organisations.
- Qualifications: 3-5 years in customer success or account management, with strong communication skills.
The predicted salary is between 42750 - 52250 £ per year.
The Customer Success Account Manager (CSAM) is responsible for managing and growing a portfolio of Strategic Customers and Growth Customers, ensuring they achieve measurable business value from their investment in Codec whilst driving customer retention, satisfaction, adoption and growth. The CSAM acts as the primary relationship owner for assigned customers, building trusted advisor relationships with key stakeholders and identifying opportunities to expand Codec's footprint within each account. This role combines Customer Success, Strategic Account Management and Commercial Growth, ensuring strong customer outcomes translate into high levels of customer retention, expansion and long-term loyalty. Working closely with Delivery, Consulting, Support and Sales teams, the CSAM will proactively manage customer health, drive adoption of Codec services and Microsoft technologies, and identify opportunities to help customers achieve their strategic objectives.
Key Responsibilities
- Customer Success & Value Realisation: Build trusted advisor relationships across assigned customer accounts. Develop a deep understanding of customer business priorities, challenges and strategic goals. Create and maintain Customer Success Plans for all assigned customers. Drive adoption and business value realisation across Codec solutions and services. Monitor customer health and proactively identify risks. Act as the voice of the customer within Codec. Manage customer escalations and coordinate internal teams to achieve successful outcomes. Increase customer advocacy, references and success stories.
- Strategic Account Management: Own and maintain account plans for all Strategic Customers and Growth Customers. Develop strong relationships with both business and technical stakeholders. Understand customer budgets, technology roadmaps and transformation priorities. Maintain stakeholder maps, account intelligence and growth plans. Support executive engagements and governance meetings. Lead Quarterly Business Reviews (QBRs). Ensure customers view Codec as a strategic partner rather than a supplier. Develop trusted relationships that position Codec for long-term growth.
- Commercial Growth & Expansion: Identify upsell and cross-sell opportunities across the Codec portfolio. Generate qualified opportunities from existing customer relationships. Work with Sales and Solution Specialists to develop and progress opportunities. Identify opportunities around Licenses, AI, Microsoft Copilot, Data, Security, Cloud and Business Applications. Maintain visibility of expansion opportunities and future pipeline. Contribute directly to retention and growth targets across the Customer Success & Account Management function. Drive revenue growth within Strategic Customer accounts through proactive engagement and opportunity identification. Identify and progress expansion opportunities across the Growth Customer portfolio.
- Customer Retention & Renewals: Support renewal planning activities across assigned accounts. Identify renewal risks early and develop mitigation plans. Ensure customers remain engaged throughout the contract lifecycle. Maintain visibility of upcoming contract renewals. Work closely with the Team Lead to protect recurring revenue streams. Drive high levels of customer retention across the portfolio. Ensure all customers have a clear success and engagement plan linked to renewal objectives.
- AI & Innovation Opportunity Creation: Ensure every customer engagement explores opportunities for innovation and business improvement. Identify opportunities for AI, Microsoft Copilot, automation, analytics and digital transformation solutions. Work closely with Codec specialists to position new capabilities. Help customers understand Microsoft innovation roadmaps and emerging technologies. Create a pipeline of AI-led opportunities within the existing customer base. Promote Codec's broader capabilities to support customer transformation initiatives.
- Customer Governance & Reviews: Facilitate regular customer engagement meetings. Lead Quarterly Business Reviews (QBRs). Track customer actions, risks and opportunities. Produce executive-level customer reports and success updates. Ensure CRM records remain accurate and up to date. Maintain accurate forecasts on opportunities, renewals and customer health. Provide structured updates to the Team Lead on account performance and customer engagement.
- Internal Collaboration: Partner closely with Delivery teams to ensure customer outcomes are achieved. Collaborate with Support teams to improve customer satisfaction and service quality. Work with Sales teams to identify and develop growth opportunities. Share customer feedback and market insights across Codec. Contribute to continuous improvement initiatives across the Customer Success & Account Management function. Support the wider commercial strategy by identifying customer trends, risks and opportunities.
Experience & Qualifications:
- 3-5 years' experience in Customer Success, Account Management or a customer-facing commercial role.
- Experience managing enterprise, strategic or growth customer relationships.
- Strong commercial awareness and business acumen.
- Experience identifying growth opportunities within existing customer accounts.
- Ability to engage confidently with both business and IT stakeholders.
- Excellent communication and presentation skills.
- Strong analytical and problem-solving capabilities.
- Familiarity with Microsoft technologies, Microsoft 365, Business Applications, Security, Data and AI solutions is desirable.
Key Skills & Behaviours:
- Customer-first mindset
- Commercial awareness
- Strategic thinking
- Relationship building
- Executive stakeholder management
- Consultative selling
- Opportunity identification
- Account planning and governance
- Communication and presentation skills
- Collaboration and teamwork
- Accountability and ownership
- Continuous learning and curiosity
Success in the Role:
- Established trusted advisor relationships across a portfolio of Strategic Customers and Growth Customers.
- Achieved strong customer retention and renewal performance.
- Built a healthy pipeline of expansion and AI opportunities.
- Improved customer satisfaction, adoption and advocacy levels.
- Embedded robust account planning and QBR disciplines across their customer portfolio.
- Demonstrated strong growth within assigned customer accounts.
- Become a recognised advisor to both customers and internal Codec teams.
- Made a measurable contribution to Codec's retention, growth and customer success objectives.
Why Join Codec? This is an opportunity to play a key role in Codec's growing Customer Success & Account Management function. You will work with some of Ireland and the UK's leading organisations, helping them maximise the value of their technology investments while supporting Codec's strategy of customer retention, expansion, innovation and long-term growth.
Customer Success Account Manager (CSAM) in Belfast employer: Codec
At Codec, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that fosters collaboration and innovation. Our Senior Business Analysts enjoy a supportive environment where they can thrive, with ample opportunities for professional growth and development, particularly in the exciting realm of Microsoft Business Applications. Located in a dynamic area, our team is dedicated to delivering meaningful projects while ensuring that every employee feels valued and empowered from day one.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Account Manager (CSAM) in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Codec. 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 Codec 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 Account Manager (CSAM) in Belfast
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 Codec:Your cover letter is your chance to shine! Tell us why you want to work at Codec 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 Codec!
How to prepare for a job interview at Codec
✨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.
