At a Glance
- Tasks: Build relationships and ensure customers maximise their technology investments.
- Company: Join DMS Digital Group, a trusted technology partner for schools and businesses.
- Benefits: Competitive salary, company car, mobile phone, and ongoing training.
- Other info: Dynamic role with opportunities for career progression and working with innovative technologies.
- Why this job: Make a real impact by helping customers navigate technology and achieve their goals.
- Qualifications: Experience in customer-facing roles and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Location: DMS Technology & Training Suite (Bolton Wanderers Stadium), DMS Head Office (Egerton, Bolton) and customer sites across the UK.
Join a Different Kind of Technology Partner
The DMS Digital Group helps schools, Multi Academy Trusts and businesses transform the way they work through technology. From managed IT services, networking and cybersecurity to AV, print, cloud services and physical security, we deliver complete technology solutions backed by exceptional service and long-term partnerships.
As our business continues to grow, we are creating a new Customer Success & Retention Manager role to help strengthen customer relationships, improve customer experience and ensure every customer receives maximum value from their partnership with DMS. This is a fantastic opportunity for somebody who enjoys working with people, building trusted relationships and helping organisations achieve their goals through technology.
The Role
This is not a traditional sales role. It is about building relationships, understanding customer needs and becoming a trusted advisor to the organisations we support. As Customer Success & Retention Manager, you will work closely with our customers throughout their journey with DMS, helping them understand new technologies, maximise the value of existing solutions and ensuring they receive an exceptional experience at every stage of their partnership with us.
You will regularly visit customer sites, attend review meetings, support customer events and work alongside our Account Management, Service Desk, Technical Services and Project Delivery teams to ensure customers receive a proactive, joined-up service. You will become the voice of the customer within DMS, helping us continuously improve while ensuring our customers remain engaged, supported and informed.
The role offers a unique opportunity to work with a wide range of technologies and solutions across education and commercial sectors while developing long-term relationships with senior leaders, operational teams and key decision-makers.
What You'll Be Doing
- Meeting customers, understanding their priorities and ensuring they continue to receive value from their investment in technology.
- Coordinating customer reviews, strategic planning meetings, technology update sessions and engagement events.
- Working closely with internal teams to ensure customer feedback is acted upon and opportunities for improvement are identified.
- Developing a strong understanding of the technologies and services delivered by DMS.
- Discussing industry trends, best practice and future opportunities with customers.
- Identifying opportunities where additional solutions or services could further support customer objectives.
- Building long-term partnerships that strengthen customer loyalty, improve retention and contribute to the continued growth of the business.
Who We're Looking For
We're looking for someone who genuinely enjoys working with people and building relationships. You may currently work in Customer Success, Account Management, Education Technology, Managed Services, Telecommunications, SaaS, Security, AV, IT Services or another customer-facing technology role. You’ll be a confident communicator, highly organised and comfortable engaging with a wide range of stakeholders from operational users through to senior leadership teams.
You don’t need to be deeply technical, but you should have a genuine interest in technology and a desire to continually learn about new solutions and industry developments. Most importantly, you’ll care about customer outcomes and be passionate about delivering an exceptional customer experience.
Essential Requirements
- Experience in a customer-facing role
- Excellent communication and relationship-building skills
- Strong organisational and planning abilities
- Ability to work collaboratively across multiple teams
- Professional presentation and communication skills
- Full UK Driving Licence
- Willingness to travel regularly to customer sites
Desirable Experience
- Education sector experience
- Multi Academy Trust experience
- Customer Success or Account Management experience
- Managed Services or IT Services experience
- Telecommunications, SaaS, Security or AV industry experience
- Experience delivering customer review meetings or strategic discussions
- Knowledge of Microsoft 365, Google Workspace or cloud-based technologies
What We Offer
- Competitive remuneration package based on experience
- Company car and fuel card, or car allowance if preferred
- Company mobile phone and laptop
- Ongoing training, professional development and vendor certifications
- Access to some of the most innovative technologies in the industry
- A varied role combining office, customer site and event-based working
- The opportunity to work from our DMS Technology & Training Suite at Bolton Wanderers Stadium
- Genuine career progression opportunities within a growing business
- A supportive, ambitious and customer-focused team culture
Why DMS?
We're building something different. Our customers don't see us as suppliers; they see us as trusted partners. This role is an opportunity to become a key part of that journey, helping customers navigate change, embrace technology and achieve better outcomes through long-term partnership. If you’re passionate about people, technology and delivering exceptional customer experiences, we’d love to hear from you.
Customer Success and Retention Executive. Job in Manchester LilyLifestyle Jobs employer: DMS Digital group Ltd
DMS Digital Group is an exceptional employer that prioritises employee growth and development, offering ongoing training and professional certifications in a supportive and ambitious team culture. Located at the DMS Technology & Training Suite within Bolton Wanderers Stadium, employees enjoy a dynamic work environment that combines office, customer site, and event-based activities, fostering meaningful relationships with clients while working with cutting-edge technology. With a focus on building long-term partnerships and delivering outstanding customer experiences, DMS provides a unique opportunity for individuals passionate about technology and customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success and Retention Executive. Job in Manchester LilyLifestyle Jobs
✨Tip Number 1
Get to know the company inside out! Research DMS Digital Group, their services, and their customer base. This will help you tailor your conversations and show that you're genuinely interested in becoming a trusted partner.
✨Tip Number 2
Network like a pro! Attend industry events or webinars where DMS might be present. Engaging with current employees or customers can give you insider insights and make you stand out when you apply through our website.
✨Tip Number 3
Practice your communication skills! Since this role is all about building relationships, being able to articulate your thoughts clearly and confidently is key. Try mock interviews with friends or use online platforms to refine your pitch.
✨Tip Number 4
Show your passion for technology! Stay updated on the latest trends in the tech industry, especially those relevant to education and managed services. This will not only impress during interviews but also help you connect with potential customers.
We think you need these skills to ace Customer Success and Retention Executive. Job in Manchester LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success & Retention Executive role. Highlight your experience in building relationships and understanding customer needs, as this is key to what we do at DMS.
Showcase Your Communication Skills:Since this role involves a lot of interaction with customers and internal teams, demonstrate your excellent communication skills. Use clear and concise language in your application to reflect how you would engage with our clients.
Highlight Relevant Experience:Whether it’s from a customer-facing role or experience in technology, make sure to emphasise any relevant background you have. We want to see how your past roles have prepared you to help our customers succeed.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at DMS.
How to prepare for a job interview at DMS Digital group Ltd
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success and retention. Understand what it means to build relationships and how to identify customer needs. This will help you articulate your approach to becoming a trusted advisor during the interview.
✨Showcase Your Communication Skills
Since this role involves engaging with various stakeholders, practice articulating your thoughts clearly and confidently. Prepare examples of how you've successfully communicated with customers or teams in the past, highlighting your ability to build rapport and trust.
✨Research DMS and Its Technologies
Familiarise yourself with the technologies and services offered by DMS. Knowing about their solutions will allow you to discuss industry trends and best practices confidently. It shows that you're genuinely interested in the company and its mission.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific customer situations. Think of scenarios where you've improved customer experience or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
