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For Companies At a Glance
- Tasks: Build strong client relationships and drive revenue growth through exceptional service.
- Company: Join Firetecnics, London's trusted fire safety compliance partner for over 35 years.
- Benefits: Competitive salary, commission incentives, ongoing training, and a supportive team culture.
- Why this job: Make a real impact in fire safety while growing your career in a dynamic environment.
- Qualifications: Experience in customer success or account management, with strong communication skills.
- Other info: Opportunity for professional development and to exceed targets in a fast-paced setting.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Company Overview
Firetecnics: London's trusted LPCB-certified fire safety compliance partner, for over 35 years. In an industry where safety is non-negotiable and technically reliable providers are hard to come by, Firetecnics is the partner that residential and commercial property professionals trust to keep their buildings compliant, their occupants safe, and their businesses running smoothly.
Effortless Compliance. Complete Confidence. With over three decades of experience, Firetecnics Systems Ltd provides trusted expertise in fire safety and compliance.
Comprehensive Fire Safety Solutions. We deliver an end-to-end service â from fire alarm design, installation, and maintenance to full compliance management.
Fast, Efficient, and Uncompromising on Quality. Our teams operate with speed and precision, delivering safe, compliant, and highâquality solutions without compromise.
Personalised Service. Proactive Partnership. Our dedicated account managers act as an extension of our clients' teams, providing expert guidance, responsive support, and proactive fire safety strategies tailored to every building and business.
We do more than keep organisations compliant â we provide total peace of mind. Our commitment to quality, reliability, and exceptional service means our clients can trust that their fire safety is in expert hands.
Position Overview
We are seeking a proactive and customerâfocused Customer Success Manager to strengthen relationships with existing clients, enhance customer satisfaction, and drive revenue growth through PPM contract renewals, system upgrades, and referrals. This role will manage a portfolio of property management clients, ensuring they receive exceptional service and value from our fire systems maintenance solutions. You'll act as the key liaison between clients and our service departmentâpromoting seamless communication, efficient delivery, and a worldâclass customer experience.
Responsibilities
- Client Relationship Management
- Build and maintain strong, longâterm relationships with existing property management clients.
- Maintain and grow a defined portfolio of property management and facilities clients.
- Serve as the primary point of contact for client portfolios, ensuring all service needs and expectations are met.
- Proactively identify opportunities to upsell Preventative Planned Maintenance (PPM) contracts and introduce additional fire system solutions not currently covered under existing agreements.
- Drive contract renewal rates of 90%+ for PPM agreements.
- Generate referrals by fostering trust and delivering consistent, highâquality support.
- Achieve a minimum 20% yearâonâyear growth on top of the existing contracted maintenance portfolio.
- Expand revenue through additional PPM maintenance contracts and remedial/small works, with a combined annual target of approximately ÂŁ400,000 in new business.
- Develop account plans to increase each client's "share of wallet" by promoting new system coverage, monitoring services, and compliance audit.
- Prepare and present tailored proposals for PPM contracts, remedial works, and system upgrades.
- Collaborate with the sales and operations teams to support overall business growth through consultative, relationshipâbased selling.
- Liaise with the service and operations departments to ensure timely delivery of maintenance schedules and corrective works.
- Monitor client satisfaction and address any service concerns promptly.
- Coordinate crossâdepartmental efforts to streamline processes, reduce response times, and optimise service outcomes.
- Collaborate with the Service Sales team to ensure achievement of monthly sales pipeline and conversion goals.
- Deliver tailored client training programs on our operational software and customer portals, ensuring clients understand how to access reports, service records, and compliance data.
- Support clients in achieving maximum value from our digital platforms and communication tools.
- Ensure 100% of clients are active users of the customer portal and can access reports and compliance data.
- Promote digital engagement to reduce administrative touchpoints and improve client selfâservice.
- Track and report on customer engagement, retention, and revenue growth metrics.
- Provide feedback and insights to internal teams to improve service delivery, operational efficiency, and customer experience.
- Provide monthly portfolio performance reports to the Managing Director with analysis and action plans for underperforming accounts.
Experience
- Proven experience in customer success, account management, or service delivery, ideally within the fire systems, building services, or facilities maintenance sector.
- Strong understanding of Preventative Planned Maintenance (PPM) and fire safety compliance standards.
- Excellent interpersonal and communication skills, with the ability to build trust and rapport at all levels.
- Skilled in crossâdepartmental coordination, with a track record of improving processes and customer outcomes.
- Strong sales acumen with the ability to identify opportunities and close deals within existing accounts.
- Experience delivering client training or software onboarding sessions is highly desirable.
- Proficiency with CRM systems and customer portals.
Personal Attributes
- Customerâfocused with a proactive, solutionâoriented mindset.
- Highly organised and detailâoriented.
- Confident communicator and relationship builder.
- Selfâmotivated with a drive to exceed targets and expectations.
- Collaborative and adaptable in a fastâpaced service environment.
Why Join us?
- Competitive salary and commissionâbased incentives linked to performance and gross profit.
- Defined commission structure.
- Opportunity to achieve 20% annual growth above the existing maintenance contract portfolio.
- Ongoing professional development and training.
- Opportunity to play a key role in growing an essential lifeâsafety service business.
- Supportive team culture with strong operational backing.
Job Details
- Seniority level: Not Applicable
- Employment type: Fullâtime
- Industry: Software Development
- Location: London, England, United Kingdom
Customer Success Manager in London employer: Helix International Group Ltd
Contact Detail:
Helix International Group Ltd Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Success Manager in London
â¨Tip Number 1
Network like a pro! Get out there and connect with people in the fire safety and compliance industry. Attend events, join online forums, and donât be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
â¨Tip Number 2
Prepare for interviews by researching Firetecnics and understanding their services inside out. Be ready to discuss how your experience aligns with their mission of providing exceptional customer service and compliance solutions. Show them youâre not just another candidate!
â¨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Mention something specific from your conversation to remind them why youâre the perfect fit for their team.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen by the right people. Plus, it shows youâre genuinely interested in joining the Firetecnics family!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer success and account management. We want to see how your skills align with our mission of providing exceptional service and building strong client relationships.
Showcase Your Achievements: Donât just list your responsibilities; share specific achievements that demonstrate your ability to drive revenue growth and enhance customer satisfaction. Numbers speak volumes, so if youâve improved contract renewals or upsold services, let us know!
Be Personable: Weâre looking for someone who can build trust and rapport with clients. Use your application to convey your interpersonal skills and customer-focused mindset. A friendly tone can go a long way in making your application stand out!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of applications and ensures youâre considered for the role. Plus, it shows youâre keen on joining our team!
How to prepare for a job interview at Helix International Group Ltd
â¨Know Your Fire Safety Basics
Before the interview, brush up on your knowledge of fire safety compliance and Preventative Planned Maintenance (PPM). Understanding the key concepts will help you answer questions confidently and demonstrate your expertise in the field.
â¨Showcase Your Customer Success Skills
Prepare examples from your past experiences where you've successfully managed client relationships or improved customer satisfaction. Be ready to discuss how you can apply these skills to enhance the experience for Firetecnics' clients.
â¨Be Proactive in Your Approach
Firetecnics values a proactive mindset. Think of ways you could identify upselling opportunities or improve service delivery before they even ask. Presenting these ideas during the interview will show that you're already thinking like a Customer Success Manager.
â¨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to client management and service delivery. This not only shows your interest in the role but also gives you a chance to assess if Firetecnics is the right fit for you.
