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For Companies At a Glance
- Tasks: Build strong customer relationships and drive satisfaction and growth.
- Company: Join Rialtas, a leader in accounting software for local councils.
- Benefits: Enjoy competitive pay, extra personal days, and a lifestyle reward.
- Other info: Hybrid role with opportunities for career growth and development.
- Why this job: Make a real impact in a collaborative team focused on customer success.
- Qualifications: Experience in customer success or account management is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Rialtas, part of the global Harris Computer family, is seeking a proactive and commercially focused Customer Success Representative to grow our existing strategic customer relationships. As a Customer Success Representative, you will play a key role in building strong customer relationships, supporting customer retention, and helping drive long-term customer satisfaction and growth. Working closely with the Head of Sales and wider business teams, you will help ensure customers receive a high-quality experience while supporting the continued development of scalable customer success processes.
Our offices are located in Uffcott, Wroughton near Swindon, easily accessible from Junctions 15 and 16 on the M4. This is a hybrid role, with on-site presence to be agreed. Occasional travel to client sites and UK-wide conferences will be required.
What you will do
- Own and drive the customer success strategy to strengthen relationships with our existing customers.
- Focus on top named strategic customers, ensuring high engagement, satisfaction, and identification of upsell and cross-sell opportunities.
- Collaborate with the Head of Sales to ensure sales campaigns and communications are aligned with customer needs, commercial goals, and scalable processes for managing and growing the customer base effectively.
- Drive improvements in customer satisfaction and Net Promoter Score (NPS) through proactive engagement and strong relationship management.
- Identify opportunities for upselling, cross-selling, and increasing customer lifetime value.
- Deliver on KPIs for the customer success and B2B sales functions, ensuring alignment with business priorities.
- Monitor and report on key metrics, including retention, churn, customer satisfaction, and revenue contribution.
- Work to reduce attrition across all customer segments through proactive engagement and service delivery excellence.
- Report to Head of Sales to align campaigns, messaging, and promotions with customer growth strategies.
- Collaborate cross-functionally with Professional Services (PS) to ensure customer bookings, campaigns, and communications run smoothly.
- Share insights and customer feedback to help shape product and service improvements.
- Provide regular reports to the Head of Sales on performance, trends, risks, and opportunities within the customer base.
- Maintain accurate customer records, pipeline updates, and activity tracking using CRM systems and evolving customer insight tools.
- Present strategic insights on retention, growth, customer engagement, and NPS trends to support data-driven decision-making.
- Build and update Customer Account Plans for each named customer to understand their strategic landscape and opportunity development potential.
What we are looking for
- Proven experience as a Customer Success Representative, Account Manager, or Relationship Manager, ideally within a software or B2B environment.
- Strong background in customer growth, retention, and revenue optimisation.
- Demonstrated success in identifying upsell and cross-sell opportunities.
- Excellent analytical and reporting skills, with experience working to KPIs and performance targets.
- Skilled communicator with strong relationship-building and influencing abilities.
- Comfortable working with CRM platforms and excited by the opportunity to help shape and evolve customer analytics and insight capabilities as the function grows.
Personal Attributes
- Customer-centric and commercially astute.
- Strategic thinker with strong operational execution skills.
- Data-driven with excellent problem-solving abilities.
- Collaborative, proactive, and adaptable in a fast-paced environment.
Additional Requirements
- Own transport and a valid driving licence.
- Excited about joining an initially small team that cares passionately about its customers.
About Us
Rialtas is the market leader in providing accounting and administrative software and services for local councils in England and Wales. Rialtas is proud to be part of the Harris Computer family, a provider of mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia. The opportunity for personal career growth, as a result, is significant.
Benefits
Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 per annum/pro rata.
Supporting your application
Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. If your application is progressed, please make us aware of any adjustments or additional support we can provide you with.
Customer Success Representative in Swindon employer: Harris
Contact Detail:
Harris Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Representative in Swindon
✨Tip Number 1
Get to know the company inside out! Research Rialtas and its customer success strategies. This will help you tailor your conversations and show that you're genuinely interested in their mission.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer success. Think about how you can demonstrate your experience in customer retention and upselling – real examples go a long way!
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can keep you top of mind and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re a perfect fit!
We think you need these skills to ace Customer Success Representative in Swindon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Representative role. Highlight your experience in customer retention and growth, and show us how you can strengthen relationships with our strategic customers.
Showcase Your Skills: We want to see your skills in action! Use specific examples from your past roles that demonstrate your ability to identify upsell opportunities and improve customer satisfaction. Numbers and metrics can really make your application stand out!
Be Authentic: Let your personality shine through in your written application. We’re looking for someone who embodies our values and is excited about joining a passionate team. Don’t be afraid to show us what makes you unique!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Harris
✨Know Your Customers
Before the interview, research Rialtas and its customer base. Understand their needs and challenges, especially in the context of customer retention and growth. This will help you demonstrate your proactive approach and show that you're ready to build strong relationships.
✨Showcase Your Success Stories
Prepare specific examples from your past experience where you've successfully identified upsell or cross-sell opportunities. Highlight how your actions led to improved customer satisfaction and retention, as this aligns perfectly with the role's focus on driving long-term customer success.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to customer success. Be ready to discuss how you've used data to inform your strategies in previous roles. This will show that you can contribute to monitoring and reporting on customer metrics effectively.
✨Emphasise Collaboration Skills
Since the role involves working closely with the Head of Sales and other teams, be prepared to discuss your experience in cross-functional collaboration. Share examples of how you've worked with different departments to enhance customer experiences and drive business goals.