At a Glance
- Tasks: Lead customer success and onsite services, ensuring clients maximise their AV technology investments.
- Company: Join Electrosonic, a global leader in technology-driven experiences.
- Benefits: Enjoy a hybrid work environment, competitive salary, and comprehensive health benefits.
- Other info: Embrace a diverse culture with opportunities for career growth and continuous learning.
- Why this job: Make a real impact by enhancing customer satisfaction and driving service excellence.
- Qualifications: 5+ years in customer success or account management with strong AV tech knowledge.
The predicted salary is between 60000 - 80000 £ per year.
Customer Success & Onsite Services Manager
About this position
Electrosonic is Where Imagination Comes to Life.
At Electrosonic, our team is composed of passionate, highly intelligent, and energetic individuals who are eager to make a difference. We provide an environment where you will be challenged and inspired daily. If you seek excitement and want to be part of something unique, we invite you to join our Electrosonian family. Together, we will continue to shape the future of technology-driven experiences.
Main Purpose of Position
The Customer Success & Onsite Services Manageris responsible forensuring customers achieve maximum value from their Audiovisual (AV) technology investments while leading the delivery of onsite managed services across assigned customer accounts.
Acting as the primary post‑sales relationship owner, the role is accountable for customer satisfaction, service excellence, contract performance, renewals, and long‑term account growth. The role also provides direct line management and leadership to Electrosonic's onsite service teams located within customer environments across the UK.
Working closely with Service Operations, Technical Support, Engineering, Sales, and Finance teams, the Customer Success & Onsite Services Manager drives customer success through proactive service management, data‑driven decision making, continuous improvement, and commercial stewardship.
A key aspect of the role is analysing customer AV estate performance data to identify opportunities for system optimisation, lifecycle planning, technology refreshes, and preventative maintenance initiatives that improve uptime, reduce downtime, and maximise return on
Key Responsibilities
Customer Success & Account Management
- Act asa keypoint of contact for customers.
- Build andmaintainstrong relationships with customer stakeholders at operational and leadership levels.
- Develop and execute customer success plans aligned to businessobjectives.
- Conduct regular service reviews and business reviews.
- Track customer satisfaction, service performance, adoption trends, and overall account health.
- Manage customer escalations and ensuretimelyresolution of issues.
- Drive customer retention, renewals, and growth through upsell and cross‑sell opportunities.
Onsite Team Leadership
- Provide line management, leadership, coaching, and development forElectrosonic'sonsite service teams across the UK.
- Manage employee performance,objectives, engagement, training, and career development.
- Foster a customer‑focused, high‑performing culture within distributed teams.
- Ensureappropriate staffinglevels, succession planning, and resource utilisation.
- Act as the primary escalation point for operational and personnel matters relating to assigned onsite teams.
Service Delivery
- Monitor service performance and drive continual improvement initiatives.
- Work closely with Service Desk, Technical Support, Resource Management, and Engineering teams to ensure effective support delivery.
- Ensure compliance with health and safety, information security, and company policies.
AV Estate Analytics & Lifecycle Management
- Analyse AV estate performance, utilisation, incident trends, asset health, and warranty information.
- Develop recommendations for upgrades, refreshes, replacements, and optimisation initiatives.
- Create lifecycle roadmaps and data‑driven proposals that improve service availability and operational performance.
- Support preventative maintenance strategies that maximise uptime and reduce downtime.
Contract & Commercial Management
- Manage the full lifecycle of service contracts.
- Lead contract renewals, repricing activities, and service enhancement opportunities.
- Monitor contract performance, risks, profitability, and renewal opportunities.
- Support revenue retention and account growthobjectives.
- Maintainaccurateforecasting and provide regular operational and commercial reporting.
Collaboration & Continuous Improvement
- Collaborate with Sales, Engineering, Service Operations, Finance, and other stakeholders to support customerobjectives.
- Support proposal development, pricing strategies, and service improvements.
- Identifyopportunities to improve processes, reporting, efficiency, and customer outcomes.
- Contribute to the continued development of Electrosonic'smanaged services offerings.
Qualifications & Experience
- Minimum 5 years' experience in Customer Success, Service Delivery, Managed Services, Account Management, or related disciplines.
- Experience managing customer‑facing technical teams and services.
- Strong understanding of AV technologies, collaboration platforms, and managed service environments.
- Proven experience managing customer relationships, service contracts, renewals, and commercial performance.
- Strong analytical skills with the ability to interpret operational and asset data and translate findings into customer recommendations.
- Excellent communication, stakeholder management, and presentation skills.
- Strong organisational, leadership, and problem‑solving abilities.
- Experience using CRM, service management, and reporting platforms.
Desirable
- CTS certification.
- ITIL Foundation or higher.
- PMP, PRINCE2, or equivalent certification.
- Experience within AV Managed Services or Systems Integration environments.
- Knowledge of Microsoft 365 collaboration technologies.
Key Performance Indicators
- Success in this role will be measured through:Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
- Customer retention and contract renewal rates.
- Contract profitability and revenue retention.
- Upsell and cross‑sell growth.
- AV estate optimisation and lifecycle planning outcomes.
- Employee engagement, performance, and retention within onsite teams.
Additional Requirements
Willingness to travel for customer meetings, site visits, and team engagement activities. Compliance with all company information security, health and safety, and operational policies.
A day in the Life
Inclusive Team Culture
At Electrosonic we embrace our differences. We are committed to furthering our culture of Diversity, Equity and Inclusion. We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Work/Life Balance
Our team puts a high value on work‑life balance, offering a hybrid work environment, dependent of position. We believe maintaining the right balance between your personal and professional life is important to our team's overall well‑being.
Career Growth
We are dedicated to supporting our team members to grow a long‑term career with us. We have a broad mix of experience levels and tenures, and we support continuous learning and knowledge sharing.
Compensation and Wellness
The salary range for this role is dependent on skills, experience, and qualifications. We offer a full range of health and wellness benefits.
Come be a part of a Global company that has been recognised for its superior and unsurpassed technology master planning and system integration.
With unique global capability, we deliver highly complex world‑class projects, conference room technology, and executive briefing centres across a multitude of sectors.
Customer Success & Onsite Services Manager employer: Electrosonic
Electrosonic is an excellent employer that fosters a collaborative and innovative work culture, allowing employees to thrive in a remote environment. With a strong focus on professional development, team members have ample opportunities for growth and advancement while enjoying the flexibility of remote work. The company values its employees by providing comprehensive support and resources, ensuring a rewarding and meaningful career experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success & Onsite Services Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Electrosonic. 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 Electrosonic 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 & Onsite Services Manager
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 Electrosonic:Your cover letter is your chance to shine! Tell us why you want to work at Electrosonic 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 Electrosonic!
How to prepare for a job interview at Electrosonic
✨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.
