At a Glance
- Tasks: Manage CCaaS accounts and build strong client relationships while driving product adoption.
- Company: Join a dynamic managed services provider with a close-knit team atmosphere.
- Benefits: Competitive salary, ITIL certification funding, and travel opportunities for client engagement.
- Other info: Opportunity to influence the role's development and work closely with senior stakeholders.
- Why this job: Shape a new role in a growing function and make a real impact from day one.
- Qualifications: Customer success experience, confident communication skills, and a full driving licence.
The predicted salary is between 42750 - 52250 £ per year.
Customer Success Manager | Managed Services Provider (CCaa S/UC) | Remote
Salary
Up to £50,000 Basic per Annum
We're hiring a Customer Success Manager to backfill a role within a 7-person service delivery team.
This isn't a service desk role - you'll own 15-20 CCaa S accounts, primarily on the NICE-CX1 platform, with direct responsibility for senior stakeholder relationships and driving adoption of what clients have already bought.
The scope is evolving as the team shapes what \"good\" looks like for this function, so there's real room to influence how the role develops.
What's in it for you?
- A newly forming function within an established team - you'll help define the role, not just fill it
- ITIL certification funded by the business if you don't already hold it
- A small, close-knit service delivery team rather than a large, faceless department
- Genuine client-facing scope - senior stakeholder presentations and relationship ownership from day one, not queue management
- TOIL provided for out-of-hours client travel
Responsibilities
- Manage 15-20 CCaa S accounts, primarily on the NICE-CX1 platform
- Work on-site with clients to maximise use of the components they've already purchased
- Identify and flag upsell opportunities for additional software features
- Lead senior stakeholder presentations and own the relationship day-to-day
- Travel nationally to client sites approximately twice a month
- Act as the client-first point of contact - proactive, not reactive
Skills Required
- Customer Success background from an MSP - pure service desk experience is not suitable
- Focus on cloud and telephony platforms, not infrastructure or networking
- Warm, outgoing, confident communicator - comfortable presenting to senior stakeholders
- Full driving licence
- Strong Differentiators
- Direct experience with NICE-CX1
- Experience with other CCaa S platforms (e. g. 8x8)
- ITIL certification (funded for the right candidate if not already held)
- Background at IPI or Route 101
This is a chance to shape a growing function inside an established MSP, with genuine client ownership from the start. If that's the kind of scope you're after. Apply Now!
Customer Success Specialist in Manchester employer: Hamilton Barnes 🌳
Join a forward-thinking company that values innovation and collaboration in the power utility sector. With a strong emphasis on employee growth, we offer a dynamic work culture that encourages continuous learning and development, particularly in cutting-edge SCADA technologies. Located in Warwick, our hybrid working model provides flexibility while fostering teamwork and engagement with industry experts.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hamilton Barnes 🌳. 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 Hamilton Barnes 🌳 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 Specialist in Manchester
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 Hamilton Barnes 🌳:Your cover letter is your chance to shine! Tell us why you want to work at Hamilton Barnes 🌳 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 Hamilton Barnes 🌳!
How to prepare for a job interview at Hamilton Barnes 🌳
✨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.
